smallbusiness-google-business-messaging
Google Business Messaging
Make it easy for customers to contact you from Google Search and Maps using text messaging or WhatsApp—and build a reliable system for replying.
Set Up MessagingWhat messaging means today
Google ended its original Business Profile chat and call-history features on 31 July 2024. Eligible verified profiles may now add a text-message number or WhatsApp link instead. Availability depends on region and profile eligibility.
Text message
Customers can open their phone’s messaging app and send an SMS to a number that can receive texts.
Customers can follow your approved WhatsApp click-to-chat link and start a conversation.
Calls and website
Your public phone number and website remain important contact routes, even when messaging is available.
Add a messaging option
Use the Google account that manages the claimed and verified Business Profile.
Open your profile
Search Google for your business name while signed in, or open your Business Profile in Google Maps.
Edit contact details
Select Edit profile, open Contact, then select the edit control beside Chat.
Choose a channel
Select WhatsApp or Text message. Add the correct WhatsApp URL or SMS-capable phone number, then save.
Prepare before switching it on
Technical checks
- The profile is claimed and verified.
- The SMS number can receive and send text messages.
- The WhatsApp link opens the correct business conversation.
- The phone is monitored during advertised business hours.
- At least one backup person can cover absences.
Customer-service checks
- Set a realistic response target.
- Prepare answers for common questions.
- Know when to move a discussion to phone or email.
- Protect customer and payment information.
- Keep a record of important commitments.
Write replies that build trust
Be prompt
Acknowledge the message even if the full answer will take longer. Tell the customer when you expect to respond.
Be clear
Use short paragraphs, answer the actual question and confirm the next action, cost or time where appropriate.
Be human
Use the customer’s name when known, identify yourself and avoid robotic or overly promotional language.
General first-response template
After-hours template
Handle enquiries safely
Do
- Confirm prices, dates and inclusions in plain language.
- Move complex or sensitive conversations to an appropriate secure channel.
- Check identity before discussing an existing customer account.
- Keep messages professional and relevant to the enquiry.
Avoid
- Requesting card details, passwords or security codes in chat.
- Sending confidential information to an unverified person.
- Making promises your business cannot meet.
- Leaving the channel active when nobody monitors it.
- Clicking unexpected links without checking them.
Test the customer experience
After saving, view the profile as a customer rather than only as its manager.
Find the profile
Use another account or a private browser window to find the business on Google Search and Maps.
Open the option
Confirm the visible messaging button opens the correct SMS number or WhatsApp conversation.
Send and answer
Send a test enquiry, check notifications and verify that the staff member responsible can reply successfully.
Frequently asked questions
Why can’t I find Google Business Profile chat?
Google discontinued its former built-in chat feature on 31 July 2024. A newer text-message or WhatsApp contact option is available only to eligible profiles in selected regions.
Can I add both WhatsApp and text messaging?
Google allows both to be entered on eligible profiles, but its current guidance says only the text-message option will be displayed when both are added.
Does messaging replace my business phone number?
No. Keep your public phone number and other contact information current. Customers may prefer different contact methods, and messaging may not be available on every profile.
Should customers send payment details by message?
No. Direct them to your trusted payment system or another secure process. Never request passwords, one-time security codes or full card details in ordinary messages.