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Let customers message you

Chatting with customers is a new Google My Business feature that’s currently available in select countries.

Google My Business allows you to chat directly with customers who find your business listing on Google Search. Responding to customers can help you answer their questions, tell your business’s story, and attract more people to your location.

Get started

To turn on messaging with customers, sign in to Google My Business and look for the "Messaging" card in the Home menu.

Make sure that you provide a phone number that can receive SMS messages and will be readily accessible for responding to customers. When using SMS messaging, standard message and data rates may apply.

Be responsive

Customers rely on your prompt replies—people don’t want to wait a long time for a response to their questions. During your listed business hours, respond as quickly as possible to messages from customers.

When customers message you, they’ll see your average response time. (You can see this time on the “Messaging” card in the Home menu.)

Avoid sensitive content

Make sure that you don’t provide or request sensitive information during a chat with customers. Sensitive information includes, but is not limited to:

  • Credit card numbers
  • Social Security or other government identification numbers
  • Login credentials, like passwords

Avoiding sensitive content during chats keeps your and your customers’ information safe.

Read all policies for chatting with customers

Edit your phone number

To edit the phone number you use for chatting with customers:

  1. Sign in to Google My Business.
  2. Find the “Messaging” card in the Home menu.
  3. On the right side of the “Messaging” card, click Edit number.
  4. Enter your new phone number.
  5. Click Submit.

Use Allo

You can also use Google Allo, rather than SMS, to respond to messages. To start using Allo:

  1. Download Google Allo from the Android Play Store or iOS App Store. 
  2. Register Allo with the same number you used to sign up for messaging on Google My Business. 
  3. Messages will start to appear on Google Allo instead of SMS.

Turn off messaging

To opt out of the messaging feature

  1. Sign in to Google My Business.
  2. Find the “Messaging” card in the Home menu.
  3. Click Opt out.
  4. Click Turn off.

You can turn on messaging again at any time.

 

 

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