Google Business Profile Chat is back with new options

July 31, 2024 was the day when Google turned off Business profile chat. But ITS BACK! And with better options for clients to engage easily with your business.

While there’s always the option to call via the Google Business Profile, some people will prefer a chat option as it feels more personal than email and quicker than phone calls.

So, what are the new options?

WhatsApp

WhatsApp enables businesses to have real-time, conversational interactions with customers in a format they’re already comfortable using.

We love that businesses can share product images, videos, PDFs, location details, and other media formats easily through WhatsApp, making it effective for showcasing products or providing visual instructions.

WhatsApp offers end-to-end encryption, which helps build trust with customers who are sharing sensitive information for example: flight details, personal consultation bookings, address verification or driver’s license information.

Text Messaging (SMS)

SMS provides straightforward, direct messaging that reaches customers immediately on their phones, making it perfect for sending appointment reminders, order confirmations, and time-sensitive updates that customers will actually read.

How do I add this to my Google Business Profile?

1. Go to your Business Profile – business.google.com
2. Click Edit profile
3. In your Business information scroll down to or click the Contact tab
4. To edit, click Chat and then the Down arrow
5. In the drop down that opens, select either Text message or WhatsApp.
6. In the “Number” field, add a phone number that can receive text messages (SMS) or your WhatsApp URL.
7. Click Save.
8. DONE!

FAQ

I run multiple business locations; can I use the same WhatsApp link for all locations?

Yes, this is fantastic to keep all your questions and client communication in one chat.

Can I see clicks for these platforms in my performance data?

Not Yet…Google has confirmed “Performance metrics for chat options aren’t available at this time”.