Google Business Profile Messaging – Chat with Customers

In 2025, Google replaced the built-in Google Business Profile chat feature with WhatsApp and SMS messaging. This update allows businesses to provide a convenient way for customers to chat with them directly through familiar messaging platforms.

Why Use Google Business Messages?

Businesses that enable messaging on their Google Business Profile can improve customer interactions, answer questions faster, and increase sales. Here’s why Google Business Messages is a game-changer:

• Faster response times compared to emails and phone calls.

• Allows businesses to send multimedia like images, videos, and website links.

• Engages younger generations who prefer messaging over calls.

• Supports businesses across various industries, including restaurants, real estate, and beauty salons.

How Google Business Profile Chat Appears in Search

The chat button appears in Google Search and Maps on mobile devices, above the business phone number. When customers click the button, they can choose between WhatsApp or SMS for communication.

How to Enable Messaging on Your Business Profile

Setting up Google Business Messages is simple:

1. Go to your Google Business Profile and click Edit Profile.

2. Scroll to the chat section and click the pencil icon.

3. Select your preferred messaging option:

• WhatsApp: Enter your WhatsApp URL.

• SMS: Add your phone number and save the settings.

Which Businesses Benefit from Google Chat Feature?

Almost any business can benefit from Google Business Profile Chat, but it is especially useful for:

• Restaurants & Cafés – Customers can ask about menu options and reservations.

• Beauty Salons – Answer booking inquiries and share service details.

• Gyms & Studios – Provide membership details and class schedules.

• Real Estate Agencies – Send property images and arrange viewings.

How Business Messages Affect Engagement

Messaging is now the preferred way for consumers to interact with businesses. According to the 2023 LivePerson Customer Engagement Report:

• Millennials and Gen Z prefer chat over phone calls.

• Businesses using Google Business Messages experience higher conversion rates.

• Chat options improve user experience by reducing wait times.

Need More Help?

If you can't use the messaging feature or your profile currently doesn’t show the chat option, check the Google for Developers guideline for Google Business Messages API.

FAQs About Google Business Messages

Existing chat conversations within Google Business Profile are no longer accessible, as Google has transitioned businesses to alternative chat channels like WhatsApp and SMS. This change ensures that businesses can maintain seamless communication with their customers using familiar and widely adopted messaging platforms. Both WhatsApp and SMS support encryption, providing an added layer of security to protect sensitive customer information and ensure private conversations remain confidential.

To further streamline customer interactions, businesses can also implement automated responses, allowing them to engage with users instantly. Features like suggested replies help reduce response times, ensuring that customers receive timely answers to their inquiries. By leveraging these automation tools, businesses can enhance their user experience, maintain consistent communication, and improve overall customer satisfaction.

Google Business Profile Messaging

With the introduction of WhatsApp and SMS in Google Business Messages, businesses now have a more effective way to chat with customers. By integrating this feature, companies can enhance customer service, improve response times, and attract more customers.

When a user initiates a chat, they will see a welcome message that sets the tone for the conversation and provides essential information. This feature ensures that customers from your business profile receive immediate engagement, making it easier for them to ask questions or request services. Additionally, having a direct messaging option allows potential clients to contact you from your business effortlessly, improving communication and increasing customer satisfaction.