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Demo

Integrations

Google Maps for your contact center

On Google Maps, people look for a place to go, read reviews, and call the number on your listing. CONTACT.WORK brings all of it to your team: each Google review waits in the shared queue with an owner and a deadline, calls from the listing arrive tagged with the location, and the AI consultant can reply to thank-you reviews for you.

Get a quotePricing
Reviews and callsfrom Google Maps in one workspaceFor every location
Deadlinefor every review replyLow ratings come first
$0for the channel itselfSetup is covered by support hours
Each locationwith its own numberYou see where the call came from

Capabilities

What you get with Google Maps

Reviews in the shared queueYour team handles a Google review the same way as an email or a chat: with an owner and a deadline.
A reply everyone readsEveryone deciding where to go can read your owner replies – an agent or the AI consultant writes them.
Calls from your listingWhen someone calls from Google Maps, the agent sees which location and answers about hours and directions.
Thank-yous from the AI consultantThe AI consultant thanks people for positive reviews – and never with the same canned line.

Examples

How to answer people who find you on Google Maps

Before a visit, people check your rating, read a couple of reviews, and then call to ask a question. What they read and how fast you answer decide whether they show up.

Every review gets a reply

A new review in your Google Business Profile arrives in CONTACT.WORK. The AI consultant answers thank-you reviews, and a review with a complaint or a question goes to an agent: they check the customer's history, sort out the issue, and post the owner reply on Google Maps. Photos attached to the review show up next to the text.

  • Reply on behalf of your business
  • Complaints go to people
  • Review photos next to the text
Example 1 of 3

If every location has its own number, reports show how many calls Google Maps brings in.

How it works

What your business gets

AI consultant

Thank-you reviews get a reply right away

The AI consultant replies to positive reviews automatically, in different words each time. It leaves low-rated reviews alone: it hands them to an agent along with the customer's past inquiries.

  • Thank-yous go to the AI consultant
  • Low ratings go to people
  • The language model is billed separately

Control

No review goes unanswered

Every review has a deadline, for example 24 hours for any review and two hours for a complaint. As the deadline gets close, the review moves up the queue, and the manager sees every missed deadline.

  • A deadline for each review
  • Moves up the queue
  • Unanswered reviews flagged to the manager

Reports

What Google Maps brings in

The manager sees reviews and ratings by location, calls from your listings, and how fast your team replies.

  • Ratings by location
  • Calls from listings
  • Review reply time

Setup

How we connect Google Maps

  1. 01Business ProfileYou make sure your locations are verified in Google Business Profile.
  2. 02ReviewsYou connect reviews: the platform receives new ones and posts your replies.
  3. 03NumbersYou list CONTACT.WORK numbers on your listings – a separate one for each location.
  4. 04RulesWe set reply deadlines and decide which reviews the AI consultant handles and which go to an agent.
  5. 05TestingWe call from a listing and check that the inquiry carries the right location.
  6. 06LaunchWe turn on reviews and calls, and for the first week we make sure nothing goes unanswered.

Requirements

What you need to connect Google Maps

Business
Locations verified in Google Business Profile, with review access granted to the platform
Calls
CONTACT.WORK numbers listed on your Google Maps listings
Locations
Every location we manage through the platform, with its number
Platform
Cloud or on-premises deployment with access to Google services
CRM
Optional: review and call history in your CRM
Cost
No monthly fee for the channel; the work is covered by your support plan hours

Preparation

What to prepare before connecting Google Maps

Who manages your Business Profile?An owner or manager of the profile grants the platform access to reviews.
How many locations?All your locations on Google Maps and the listing numbers we manage through the platform.
Who will reply?The people and the reply deadlines for reviews – for the queue and the reports.
What can you say in public?Templates and off-limits topics for replies – both your team and the AI consultant follow them.
Where should calls go?To the nearest location, to the shared queue, or straight to sales.
Do you want to track calls?Give each listing its own number – then reports show calls from Google Maps.

Q&A

Frequently asked questions

How do I connect Google Maps to my contact center?

We connect reviews through your Google Business Profile and calls through the numbers on your listings. After that, everything lands in the shared queue. Reviews run through a module we configure for your business: who replies and how fast.

Will the reply show up on Google Maps?

It will: the reply is posted under the review as the owner reply from your business.

Who replies to bad reviews?

An agent. The AI consultant only gets thank-you reviews; low ratings and questions are handled by people.

Can I tell that a call came from Google Maps?

You can, if the listing has its own number. The call gets a location tag, and reports show how many inquiries Google Maps brought in.

What happens to a reply written in Google Business Profile?

The platform picks it up too: the review no longer shows as unanswered, and the reply appears in the customer's history.

Can we manage reviews for several locations?

Yes. Each location in your Google Business Profile is connected, reviews carry the location tag, and you can assign them to the team responsible for that place. Reports compare ratings and reply times by location.

How much does connecting Google Maps cost?

The channel itself is free, and setup is covered by your support plan hours. Google Ads are paid to Google directly, and the language model behind the AI consultant is billed separately. See our pricing page for plan details.

Pricing →

Glossary

Terms on this page

CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Large language model (LLM)
A neural network that understands questions asked in everyday words and answers the same way. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →

More

Other integrations

Viber Viber bot and Business Messages chats in the agent's window. Learn more Live chat Chat on your website, in the agent's workspace, with an AI agent on the front line. Learn more SAP SAP We connect SAP S/4HANA and SAP Business One to CONTACT.WORK through their APIs as a custom project. Learn more API and protocols Connect your contact center to any system you use – via API, a database, or files. Learn more

Blog

Fresh from the blog

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Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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