Google is excited to be offering a new way to connect with your Google Ads expert. Now, you can message your Google Ads account expert directly from your mobile phone via SMS, WhatsApp, and LINE.me. Depending on the region you are in, you may be provided with different messaging apps to select from.
Why are you asked to sign in to your Google Ads account
You are asked to sign in so that your Google Ads account can be associated with your SMS mobile number, WhatsApp mobile number, or LINE.me account. This helps Google to verify your connection with the account and to automatically connect you with your dedicated Google Ads expert. It also keeps your account safe by ensuring only someone who is authorized to access your account is reaching out to your Google Ads expert on your company’s behalf to set up meetings or ask quick questions.
Having trouble verifying your account? View troubleshooting below.
What to expect when chatting on SMS, WhatsApp, LINE
Think of SMS, WhatsApp, or LINE.me as a new and easier way of getting in touch with your Google Ads expert and vice versa. Now, you’ll be able to send a message at your convenience. Your Google Ads expert will respond within business hours (generally, Monday–Friday from 9 AM–5 PM with some variation by the local market) in a conversation that meets your schedule.
When they respond, you’ll directly receive the notification on your mobile or desktop app (SMS, WhatsApp, or LINE.me), making ongoing conversations easy and convenient. When waiting for a response, it’s important to remember that your expert will be checking messages throughout the day, similar to email. While the system will “read” the message and forward it to your expert right away, your expert won't be able to view the message until they have a chance to review and respond to said messages, similar to email.
How do I opt out? Or opt back in?
SMS
Send “STOP” in the conversation thread at any time and you’ll automatically be opted out. If you want to opt back in, you can send “START” and you’ll automatically be opted back in. From there, the conversation with your Google Ads account representative can continue where you left off.
Here’s our SMS terms of service:
- Google Ads US/CA is a program that allows Google Ad specialists to message our advertising customers about ways to manage and grow their accounts via SMS.
- You can cancel the SMS service at any time. Just text "STOP" to the short code. After you send the SMS message "STOP", you’ll receive an SMS message to confirm that you have been unsubscribed. After this, you will no longer receive SMS messages. If you want to join again, just sign up as you did the first time and you’ll start receiving SMS messages again.
- If you’re experiencing issues with the messaging program, you can reply with the keyword “HELP” for more assistance, or you can get help directly at Google-Ads-SMS-support@google.com.
- Carriers are not liable for delayed or undelivered messages.
- As always, message and data rates may apply for these messages.. Message frequency varies. If you have any questions about your text plan or data plan, it’s best to contact your wireless provider.
- If you have any questions regarding privacy, please read our privacy policy.
To opt out, you can click the “Opt out” button in the automated WhatsApp message sent to you when you first opted in. Alternatively, you can inform your Google Ads expert that you’d like to be opted out of WhatsApp. By doing this, your Google Ads expert won’t be able to send you any more messages on WhatsApp.
If you want to opt back in, you can just reply in the original WhatsApp conversation with your Google Ads expert. Your response will be considered as an opt-in, and you’ll automatically be opted back in. From there, the conversation with your Google Ads account representative can continue where you left off.
LINE
To opt out, you can remove the Google Ads LINE Official Account as a contact, similar to how you might remove a personal friend as a contact on LINE. By doing this, you won’t be able to send or receive any more messages from your Google Ads expert on LINE.
If you want to opt back in, you can go through the original process again by adding the Google Ads LINE Official account as a contact and then signing into your Google Ads account from within the chat conversation. Your messages to your manager will then go through, and they’ll be notified with your new incoming messages.
Agency or manager account login
Access to SMS, WhatsApp, or LINE as a conversation channel isn’t possible right now by using a Google Ads manager account for login. To connect with your Google Ads expert, click the verification link inside the chat again and try again with a non-manager account. To find out about the different Google Ads account types, learn more About Google Ads manager accounts.
Troubleshooting
Issues verifying or mapping to your Google Ads expert
I’m unable to find a Google Ads account ID (CID) in the account selection page.
I signed into my Google Ads account, but got an error message.
This can happen for a few reasons:
The SMS, WhatsApp, or LINE chat feature is only being offered to select audiences with an assigned Google Ads account representative:
- SMS: United States and Canada
- WhatsApp: Hong Kong, India, Indonesia, Singapore, Philippines, Pakistan, Malaysia, Argentina, Brazil, Mexico, Chile, Colombia, Costa Rica, Peru, Ecuador, Bolivia, Paraguay, Honduras, Nicaragua, El Salvador, Netherlands, France, Spain, and Italy
- LINE: Japan, Thailand, and Taiwan. Additionally, access is limited only to accounts that were notified via email and in-account alerts. If you found the Google Ads LINE Official account on your own, you may not be able to speak with a Google Ads expert on this channel yet. Stay tuned as there are plans to roll out access more broadly over the coming year.
Alternatively, this may have also happened if you picked a Google Ads manager account (formerly known as an MCC account). To map to your Google Ads expert, click the verification link inside the chat again and try again with a non-manager account. To find out about the different Google Ads account types, learn more About Google Ads manager accounts.
I previously was able to chat with my Google Ads expert, but now I’m not. What happened?
FAQs
Can I add my Google Ads expert to a group chat with my work colleagues?
I received a file attachment from my Google Ads expert via a URL, but it takes me to this page / has expired. How do I view the file?
To ensure data security and limit unauthorized file sharing, every file that your Google Ads expert sends you has a 24-hour viewing period. After 24 hours, the URL will expire and you cannot view the file any longer. If you were redirected to this page when you clicked the URL that your Google Ads expert shared, then it means that the file has expired.
To view the file again, you must ask your Google Ads expert to resend the file.
Data obtained through the short code program will not be shared with any third-parties for their marketing reasons or purposes. Apart from this, if you'd like more information about how data is collected and used, review our Privacy Policy.
