In a future release, Genesys Cloud will add support for the Google Business Profile channel as part of its social listening and response capabilities. This update enables organizations to listen to and respond to public interactions that customers post on their Google Business profiles, such as reviews. With this enhancement, Administrators can now create social escalation rules that define when and how public social data from Google Business Profile should be escalated. These rules use predefined criteria, such as keywords, sentiment, or urgency) to route posts or reviews to the right agents. Billing will not be available for Google business profile in the initial release and will be implemented and take effect at a later date.

Why this matters

• Improved visibility – Agents can now see and manage Google Business Profile interactions in the same workspace as other social channels.
• Faster response times – Social escalation rules automatically direct relevant reviews or comments to the right queues or teams, reducing manual triage.
• Consistent customer engagement – Centralizing public channel responses helps maintain a unified brand experience across platforms.

This enhancement gives agents and administrators the ability to monitor and respond to Google Business Profile activity more efficiently, helping organizations manage customer feedback in real time and improve overall responsiveness.

To view the UI changes, click the following sections:

Expand allCollapse all

Platform selectionClick to expand

Click the image to enlarge.

Before	After

Social listening topicsClick to expand

Click the image to enlarge.

Before	After

Social listening postsClick to expand

Click the image to enlarge.

Before	After

Social escalationClick to expand

Click the image to enlarge.

Before	After

Agent desktopClick to expand

Click the image to enlarge.

Before	After