Google Business Guide

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 Messaging

What 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.

Important: If you cannot see a Chat field under your profile’s contact settings, the current option may not be available for your business. Keep your phone number, website and booking links accurate so customers still have clear ways to contact you.

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.

Google’s display rule: If you add both options, Google states that only the text-message option will be shown to customers.

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

Hello [name], thanks for contacting [business]. I’m [your name]. I can help with [their request]. [Give the answer or ask one clear question.] Our next step is [action].

After-hours template

Thanks for messaging [business]. We’re currently closed. Our hours are [hours], and we’ll respond by [realistic time]. If this is urgent, please call [number] during business hours.

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.

Official guidance: Check Google’s current instructions for adding text or WhatsApp chat options and its notice about changes to Business Profile chat.