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. Messaging works best as a conversation between your business and your customers. To ensure the best experience for your customers, follow the messaging guidelines.
How it works
Once you turn on messaging, customers will find a "Message" button on your Business Profile, and 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 through messages.
- If multiple people own or manage your Business Profile, each one can message with customers.
- Customers may find your name and profile photo from your About me page.
If you're interested in the messaging API (currently in closed beta), you can join the waitlist.
Saved conversations
Starting September 2020, businesses who turn on messaging for the first time will have their conversations saved to the account they use to manage their Business Profile on Google My Business:
- If you delete a conversation from one device, it’s permanently removed from all linked devices. You can no longer access them.
- Important: The conversation is deleted from only your devices. The recipient can still find the conversation on their devices.
- You can export and download conversations to keep for your records or use in other Google products.
- On your iPhone or iPad, open the Google My Business app.
- If you have multiple locations, open the location you'd like to manage.
- To turn on or off messaging:
- Turn on: Tap Customers
Messages
Turn on.
- Turn off: Tap More
Settings
Messages. Then turn off Turn on messages. You can turn on messaging again at any time.
- Turn on: Tap Customers
- On your iPhone or iPad, open the Google My Business app.
- If you have multiple locations, open the location you'd like to manage.
- Tap More
Settings
Notifications.
- Turn on or off Notifications.
- Check the box for each type of notification you want to receive.
- On your iPhone or iPad, open the Google My Business app.
- If you have multiple locations, open the location you'd like to manage.
- Tap Customers
Messages.
- Open the conversation you want to block.
- Tap More
Block/report spam. The conversation will be blocked, and you'll no longer receive messages from the customer.
- On your iPhone or iPad, open the Google My Business app.
- If you have multiple locations, open the location you'd like to manage.
- Tap Customers
Messages.
- Open the conversation you want to delete.
- Tap More
Delete. The conversation will be deleted from your device (but won't be deleted from the customer's device).
You can share photos of any size or format. There’s no limit to how many photos you can share at once.
- On your iPhone or iPad, open the Google My Business app.
- If you have multiple locations, open the location you'd like to manage.
- Tap Customers
Messages.
- Open the conversation you want to share photos in.
- Tap Photo
.
- Choose a photo or take a new one.
- Tap Share.
Response time requirement
The following requirement is for any business that uses messaging on Google My Business.
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 messaging for your business if you don’t respond within the time frame.
Find average response timeBusinesses can find and track their average response time in the app. You can get insights if you have messaging turned on in your Google My Business 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 messaging 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 messaging insights
- On your mobile device, open the Google My Business app
.
- Tap Customers
Messages.
- At the top, you'll get your response time.
FAQ
What happens when messaging is enabled?- You’ll get notifications for incoming messages in Google My Business.
- 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 may find your name and profile photo from your About me page.
- 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 messaging, the response time will use all the messages you’ve ever received.
- 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 messaging, the response rate will use all the messages you’ve ever received.