Google's Business Messages

Please note that Google Business Messages uses id's (more technically GUIDs) as a sender and recipient.
In the from: field, you will find the GUID of the sender. Due to technical limitations, when you receive an MO message, the id in the to: field will be formatted without the dashes (-).

Media message

See also receiving media messages

Media files send by Google users will be hosted behind CM.com authentication as it may contain sensitive information of the user.

In order to download these media files, your request towards the provided media url should contain the X-CM-PRODUCTTOKEN header with your product token as its value.
As a registered user, you can find your product token on our platform in the Channels app or for older SMS accounts in the Gateway app.

❗️

Warning

Your product token is private information and should never be incorporated into webpages and/or mobile applications where it can be exposed to 3rd parties.

Suggestions

When the customer clicks on an item in a quick reply suggestion list, the reply will have the original action, and the original postbackData that was added to the suggestion when sending the message in the custom/suggestions item:

"custom: "{
  "suggestions": [
    {
      "action": "Reply",
      "postbackData": "EDIT_APPOINTMENT"
    }
  ]
}

Other types of suggestions return the same basic structure, but with a different "action". For example, a "dial" action, will look like this:

"custom": {
  "suggestions": [
    {
      "action": "Dial",
      "postbackData": "HQ_NUMBER"
    }
  ]
}

An "OpenUrl" action, will look like this:

"custom": {
  "suggestions": [
    {
      "action": "OpenUrl",
      "postbackData": "HQ_WEBSITE"
    }
  ]
}

Message Example

{
  "reference": "my-reference",
  "messageContext": "",
  "from": {
    "number": "00000000-0000-0000-0000-000000000000",
    "name": "John Doe"
  },
  "to": {
    "number": "11111111111111111111111111111111"
  },
  "message": {
    "text": "Edit appointment",
    "media": {
      "mediaUri": "",
      "contentType": "",
      "title": ""
    },
    "custom": {
      "suggestions": [
        {
          "action": "Reply",
          "postbackData": "EDIT_APPOINTMENT"
        }
      ]
    }
  },
  "groupings": ["", "", ""],
  "time": "2021-05-27 15:47:52",
  "timeUtc": "2021-05-27T13:47:52",
  "channel": "Google Business Messages"
}

Message Context

In addition, Google also returns metadata in a "context" item in messages from end-users. This metadata contains information such as the end-users locale, the entry point of the conversation and a Google specific place id. This is GBM specific data, and we return it in a "custom/rawPayload" item.

The contents of the "context" metadata can vary.
An overview of possible data can be found here: https://developers.google.com/business-communications/business-messages/reference/rest/v1/Context
Below is an example of the rawPayload containing "context" data.

"custom": {
  "rawPayload": {
    "context": {
      "entryPoint": string,
      "userInfo": {
        "displayName": string,
        "userDeviceLocale": string
      },
      "widget": {
        "url": string,
        "widgetContext": string
      },
      "resolvedLocale": string,
      "customContext": string,
      "placeId": string,
      "nearPlaceId": string
    }
  }
}

Message Example

{  
  "reference": "my-reference",
  "messageContext": "",
  "from": {
    "number": "00000000-0000-0000-0000-000000000000",
    "name": "John Doe"
  },
  "to": {
    "number": "11111111111111111111111111111111"
  },
  "message": {
    "text": "Where is your company located",
    "media": {
      "mediaUri": "",
      "contentType": "",
      "title": ""
    },
    "custom": {
      "rawPayload": {
        "context": {
          "entryPoint": "MAPS",
          "userInfo": {
            "displayName": "John Doe",
            "userDeviceLocale": "en-NL"
          },
          "resolvedLocale": "en"
        }
      }
    }
  },
  "groupings": ["", "", ""],
  "time": "2021-05-27 15:47:52",
  "timeUtc": "2021-05-27T13:47:52",
  "channel": "Google Business Messages"
}

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