The Channel Integration menu on Mekari Qontak Omnichannel now allows you to integrate your Qontak account with Google My Business if you have the Admin role. Learn more in the steps below to manage and integrate Qontak Omnichannel with Google Business on the Web.

A. How to Integrate Qontak with Google My Business

Important
Requirements for Integration
- Make sure you are registered on a Google Business account.
- Make sure the registered location has been verified in the Google Business Profile Console in order to receive customer reviews. If it has not been verified, review messages cannot be received by Qontak.

1. Log in to your Qontak Omnichannel account, then go to the Integrations menu.
2. Next, select the Google My Business submenu.
   
3. Then, click “Add business”.
4. Then you will be directed to the following page. Before you can proceed to the account integration stage, you need to learn the following integration requirements and steps:
   
5. After that, “Continue”.
   
6. Then you will be directed to the Google Business page. Then check all the permissions required so that the system on Mekari Qontak can manage your Google business profile.
   
   

   To be able to access the Google Business page as shown above, you need to log in with a Google account that has been registered with Google Business first.

7. Return to the main Google My Business page in Mekari Qontak to add the Business Account you want to integrate.
   
8. Then, click “Business Account” to select the verified Google Business account.
   
9. If the selected Google Business account has been verified, the system will display all business locations under Business Locations that are registered in your Business Account.
   
10. Check the business locations you want to manage reviews for, or click “Select all locations” to integrate all your business locations. Then, click “Save” to confirm.
    
11. Then your Google Business account has been declared successfully integrated with Mekari Qontak.
    

B. How to Edit a Business Location After Integrating with Google My Business

1. On the Google My Business homepage, select one of the listed business accounts, then click “Actions” and select “View details”.
   
2. Then on the following page details, click “Edit” to be able to edit Business Locations.
   
3. The, click “Add locations”.
   
4. Add the location you want by clicking the ‘add icon’ as follows.
   
   

   If you select all locations, click “Add all”.
   

5. Then click “Save changes”.
   

C. How to Access Reviews Received in the Business Account via the Inbox Menu

Follow the steps below to access the reviews received in your Business Account from the Inbox menu.

1. Log in to your Qontak Omnichannel account, then go to the Inbox menu.
2. Select the All Chats submenu and click “Filter”. Then, under the Channel filter, type ‘Google’ to display the Google My Business option, and choose one of the available account names.
3. Next, click the review you want to view in detail.
   
4. You will then be able to see the following information:
   
   Keterangan:
   

   No	Feature Name	Explanation
   1	Detail review	Includes the reviewer’s name, star rating, and review content.
   2	Business location details	Includes the business location name, business address, and Google Maps pin of the business receiving the review.
   3	Associated contacts	List of contacts you have merged.
   4	Customer profile	Add and display detailed customer profile data.
   5	Notes	Displays notes in the Room Detail Inbox. Learn more here.
   6	Tags	Displays tags in the Room Detail Inbox. Learn more here.
   7	Assignees	The agent assigned to respond to the review.

   Important
   - A ‘review’ room only allows you to reply once to a review.
   - You cannot send follow-up replies, but you can edit the reply you have already sent.
   - Review reply messages cannot be deleted via Qontak, but you can delete them through the Google My Business application.
   - To report a review you received, you can do so through the Google My Business application.
   -Under normal conditions, review messages will appear in Qontak within approximately 10 minutes, as Google performs additional verification and re-checks before forwarding the review to Qontak. However, if suspicious content is detected, Google’s verification may take several hours or even days.

D. Situations Where Google Reviews Are Not Synced to Qontak

Here is what you can do if the reviews you receive do not appear in Qontak:

1. Moderation and Publication Delay
   Users may see their review immediately after posting, but Google may delay public publication while performing spam or policy checks. Reviews are typically forwarded to Qontak only after they are fully published. This process may take several hours (sometimes longer), or the review may not be published at all if it is filtered.
   
   
2. Review Removed or Filtered
   Reviews that violate policies may be filtered or removed. Such reviews will not be forwarded to Qontak.
   
   
3. Account/Location Eligibility
   Unverified or suspended locations will not receive any reviews.

If your case does not fall under any of the categories above, please contact our support team so we can escalate it to Google for further review.
Learn more about Google’s review policies from the references below.

Prohibited and restricted content
About missing or delayed reviews
Google Review only visible on reviewer profile and not publicly showing on business listing
Removed & rejected content for policy violations

E. How to Disconnect, Reconnect, and Remove Mekari Qontak Integration with Google My Business

1. On the Google My Business page, select one of the accounts you want to disconnect from the integration. Then click “Actions” and then select “Disconnect”. 
   
2. Then the following information will appear. Click “Disconnect” to continue.
   
   

   If you disconnect the integration, you will no longer receive reviews from any Business Locations linked to your Google Business account. The account that has been successfully disconnected will then change to Disconnected status.
   .

3. To reconnect an account, click “Actions” and then select “Reconnect” on the account with Disconnected status.
4. The account will then automatically reconnect, and its status will change to Connected.
   
5. If you want to permanently remove the integration, click the Account name you wish to delete.
6. Then, click “Remove integration”.
   
   
   The Remove integration button will only appear for accounts with Disconnected status.
7. Then the following information will appear. Click “Remove” to continue.
   
   

   The following are the impacts of deleting integration:
   - Integration between Mekari Qontak and Google My Business will be disconnected.
   - You will no longer receive messages from that account, but the history of conversations with customers will still be saved.

8. Then the account will be automatically deleted, marked by the appearance of a notification as follows.
   

That is how to manage and integrate Mekari Qontak with Google Business.