Changes to Google Business Profile chat and call history

Beginning July 31, 2024, the chat and call history features in Google Business Profile will no longer be available. You won’t be able to interact with customers through chat or find customer call history from your Business Profile.

Customers can still find and contact your business through Google Search and Maps. They can learn more information about you from your website links, business description, photos, and anything else you share on your Business Profile. You’ll also continue to receive calls from your Business Profile and track other engagement metrics for your business, such as web traffic or directions requests. Learn how to check your Business Profile performance.

Timeline

  • Beginning July 15, 2024, customers won't be able to start new chat conversations with your business from Google. Customers in existing chat conversations will be notified about the feature phaseout. 
  • On July 31, 2024, the chat feature will be removed from Google Business Profile. You won’t receive new chat messages. Additionally, you won’t find your call history in Google Business Profile. Customers can still find and contact your business through Google Search and Maps. You’ll also continue to receive calls from your Business Profile.

What to do next

  • To find records of past Business Profile chats or call history, download it through Google Takeout. These records will be available for download until August 30, 2024.
  • For existing chat conversations, consider alternative chat channels to continue the conversation with your customers, if available.

FAQs

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Is the chat FAQs feature being deprecated along with GBP chat?

Yes, all chat features will be discontinued by July 31, 2024.

I use Google Business Messages API. Will this impact me? Will this change impact any other GBP APIs outside of Messaging?

Within the Performance API, the “BUSINESS_CONVERSATIONS” metric will no longer be available after July 31, 2024.

Will customers be notified of these changes?

Beginning July 15, 2024, customers in existing chat conversations will be notified about the feature phaseout. These notifications will be shown in existing chat conversations until July 31, 2024, when GBP chat will no longer be supported.

Can customers still request a quote through GBP?

No, customers can currently only request quotes through chat. Beginning July 31, 2024, GBP chat will no longer be supported.

I used to get a lot of booking requests through chat. Are there any alternative solutions that I can explore?

In certain countries or regions, customers can reserve a service and pay for bookings through the Reserve with Google platform. Learn more about Reserve with Google.

Can I redirect customers to an alternative communication channel?

While GBP chat is still live, you can update your welcome message to redirect customers to your alternative communication channels.

Will the call button on my Google Business Profile be updated to my original phone number instead of the Google forwarding number automatically?

Yes, numbers will be automatically updated to use the merchant’s supplied phone number in Google Business Profile.

If GBP chat was my primary contact method with customers, should I add my phone number to my Business Profile?

Yes, if your profile currently does not have a phone number or if the number is hidden, we recommend adding one to your Business Profile by July 31 so customers can continue to contact you directly. Learn more about how to edit your business phone number.

Will this change affect all users?

Yes, these changes will impact all users of the product on July 31, 2024.

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Get help from Small Business Advisors

Want to receive one-on-one guidance and tailored recommendations on how to make the most out of your Business Profile? Try booking an appointment with Small Business Advisors.


Important: This service cannot troubleshoot issues, including Business Profile verification or suspension, or Google Ads billing.

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