How to read & reply to messages from your Business Profile

Your customers can get in touch with you in real-time from your Business Profile on Google. You can answer questions, tell your story, and attract more customers to your business. Chat works best as a conversation between your business and your customers. To ensure the best experience for your customers, follow the chat guidelines.

Important: As a COVID-19 precaution, we're operating with a limited team. It may take longer than usual to connect with us. We recommend our Help Community and YouTube Channel.

How it works

Once you turn on chat, customers will find a "Chat" button on your Business Profile and will be able to message you at any time.

• Messages will appear in your Business Profile on Google. You’ll receive notifications for incoming messages. 
• You can customize the automated welcome message that customers will get when they message you.
• You can share photos with your customers in the chat.
• If multiple people own or manage your Business Profile, each one can chat with customers.
• Customers will find your Business Name in the chat dialogue.

If you're interested in the chat API, please visit the Business Messages developer site.

Stored messages

Businesses who turn on chat have their messages saved to the account they use to manage their Business Profile:

• If you delete a message from one device, it’s permanently removed from all linked devices. You can no longer access them.
  • Important: The message is deleted from only your devices. The recipient can still find the conversation on their devices.
• You can export and download messages to keep for your records or use in other Google products.

Manage chat on Google Maps

Turn on or off chat in Google Maps

To turn on or off messages:

1. On your Android phone or tablet, open the Google Maps app .
2. Tap Updates   Messages  Business. 
3. Tap Settings . Then, turn on or off Messages.

Find your messages in Google Maps

Businesses that turn on messages can manage the messages feature from the Google Maps app.
 

1. On your Android phone or tablet, open the Google Maps app .
2. Tap Updates   Messages  Business. 
   • Merchants can manage individual inboxes for each business they own.

Turn message read receipts on or off

After a recipient opens a new message, the sender gets a “Read” status under the message. This status appears for whoever sent the message in a conversation, either you or your customer. If read receipts are turned off for your business, your customers will not get the “Read” status.

If you have messaging turned on, read receipts will automatically turn on. You can turn read receipts on or off with the Google Maps app.

To turn “Read” status off with the Google Maps app:

1. On your Android phone or tablet, open the Google Maps app .
2. From the "Updates" tab, tap More   Manage messages  Messages.
   • If you have multiple profiles, open the one you want to manage.
3. Turn off Read receipts.

Delete your messages in Google Maps

1. On your Android phone or tablet, open the Google Maps app .

2. Tap Updates Messages Business.

   • Merchants can manage individual inboxes for each business they own.

3. Open the conversation you want to delete.

4. Tap More Delete. The conversation will be deleted from your device.

Manage notifications in Google Maps

1. On your Android phone or tablet, open the Google Maps app .
2. Tap Account Circle   Settings  Notifications.
3. Select "Your business."
   • Turn on a notification: Next to the notification, turn on the switch.
   • Turn off a notification: Next to the notification, turn off the switch.

Block a conversation in Google Maps

 

1. On your Android phone or tablet, open the Google Maps app .
2. Tap Updates   Messages  Business. 
   • You can manage individual inboxes for each business you own.
3. Open the conversation you want to block.
4. Tap More   Block/Report spam. The conversation will be blocked, and you'll no longer receive messages from the customer.

Share photos in Google Maps

You can share photos of any size or format. There’s no limit to how many photos you can share at once.

1. On your Android phone or tablet, open the Google Maps app .
2. Tap Updates   Messages  Business. 
   • You can manage individual inboxes for each business you own.
3. Open the conversation you want to share photos in.
4. Tap Photo .
5. Choose a photo or take a new one.
6. Tap Share .

Tip: You can delete photos through the thumbnails menu.

Welcome Messages in Google Maps

Welcome Messages are automatically sent once a client contacts your business. These greetings can set the customer's expectations on when they are going to receive a response from you.

To add a Welcome Message:

1. On your Android phone or tablet, open the Google Maps app .
2. Tap Updates   Messages  Business.
3. Tap  Settings   Allow messages.
4. Then next to "Welcome message," tap edit .
5. Edit your welcome message and tap Save.

Respond promptly (time requirement)

The following requirement is for any business that uses messages on their Business Profile.

When you receive a new message, you should reply within 24 hours. This may promote trust and encourage engagement with your business. To support timely responses, we may deactivate messages for your business if you don’t respond within the time frame. 

Find average response time

Businesses can find and track their average response time in the app. You can get insights if you have messages turned on in your Google Maps app.

These insights will display the average wait time for a message response using the last 28 days of data. You can choose a longer time period as well. You may be able to compare average response times for similar businesses nearby.

When customers search for your business on Google Search and Maps, they can get a status update for a message response time:

• Usually responds in a few minutes
• Usually responds in a few hours
• Usually responds in a day 
• Usually responds in a few days

Get your message insights

1. On your mobile device, open the Google My Business app .
2. Tap Customers  Messages.
3. At the top, you'll get your response time.

FAQ

What happens when chat is enabled?

When you have chat turned on, customers can message you at any time through the "Chat" button on your Business Profile on Google. If you enable chat for your business, you may also get a "Get quote" or “Request a booking” button in selected categories on your Business Profile on Search.

• You’ll get notifications for incoming messages in Google Business Profile. 
• You can customize the automated welcome message that customers get when they message you.
• If multiple people own or manage your Business Profile, each one can message with customers. 
• Customers will find your Business Name in the chat dialogue.

How do I keep the chat button active on Google?

All Business Profile chat users should make sure to respond to messages within 24 hours of receiving one. If you don’t respond to your messages within a day, then to preserve the customer experience, we may remove the "Chat" button from your Business Profile. If the message is spam or of poor quality, make sure to mark it as spam.

How is response time calculated?

Your response time is calculated by the average amount of time it takes your business to reply to new messages from customers, based on the messages you've received in the last 28 days.

• If you’ve received fewer than 10 messages in the 28-day period, the response time will use your last 10 messages.
• If you’ve received fewer than 10 messages since signing up for chat, the response time will use all the messages you’ve ever received.

How is response rate calculated?

Your response rate is the percentage of new messages you responded to in the last 28 days.

• A response only counts when it's in reply to the first message of a conversation (that is, the first message you get after at least 7 days of no communication with a given customer).
• A response only counts if you send it within 24 hours. 
• If you've received fewer than 10 messages in the 28-day period, the response rate will use your last 10 messages.
• If you've received fewer than 10 messages since signing up for chat, the response rate will use all the messages you’ve ever received.

My chat has been deactivated. How do I reactivate it?

If you lose access to your chat button, you can turn on chat again. To keep the chat button active, you should respond to all new messages in less than 24 hours. 

Are there any messages not used to calculate response time and rate?

Yes. Welcome messages and messages you've marked as spam aren't used in the calculation of response time and response rate.