Chat with your Google Ads expert (via SMS, WhatsApp, or LINE)

Google is excited to be offering a new way to connect with your Google Ads expert to make staying in touch easier than ever. 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?

Google asks you to sign in so your account can be associated with your SMS mobile number, WhatsApp mobile number, or LINE.me account with your Google Ads 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 / 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, M–F, 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.

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

If you’re logging in, but you don’t find any of your Google Ads account IDs listed, it’s possible that you’re logging into a manager account instead of a standard non-manager account. To proceed, you must log in with a non-manager account. Click the back button and try under the non-manager login instead. To learn more about the different Google Ads account types, read more About Google Ads manager accounts.

I signed into my Google Ads account, but got an error message

This can happen for a few reasons:

First, SMS / WhatsApp / LINE 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.
  • LINE: Japan, Thailand, and Taiwan. Additionally, access is limited only to accounts we 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. Please stay tuned as we look forward to rolling 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, please click the verification link inside the chat again and try again with a non-manager account. To learn more about the different Google Ads account types, read more About Google Ads manager accounts.

I previously was able to chat with my Google Ads expert, but now I’m not. What happened?

Access is currently limited to a select set of customers and their account managers. During this limited time frame, it’s possible that if your account manager changes to match your expanding needs, your new account manager may not have SMS / WhatsApp / LINE access in the meantime. As Google expands access to all account managers in the future, this will naturally be resolved. Your conversations will be visible in SMS / WhatsApp / LINE in the interim.

How do I opt-out? Or opt back in?

SMS

Reply “STOP” any time and you will automatically be opted out. If you want to opt back in, you can just reply “START” and you will be automatically opted back in. From there, the conversation with your Google Ads account representative can continue where you left off.

Here is our SMS term of service:

1. 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.

2. You can cancel the SMS service at any time. Just text "STOP" to the short code. After you send the SMS message "STOP" to us, we will send you an SMS message to confirm that you have been unsubscribed. After this, you will no longer receive SMS messages from us. If you want to join again, just sign up as you did the first time and we will start sending SMS messages to you again.

3. If you are 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.

4. Carriers are not liable for delayed or undelivered messages.

5. As always, message and data rates may apply for any messages sent to you from us and to us from you. Message frequency varies. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.

6. If you have any questions regarding privacy, please read our privacy policy.

WhatsApp

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 would 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, it’s simple. 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 will automatically be opted back in. From there, the conversation with your Google Ads account representative can continue where you left off.

A UI Illustration of your Google Ads chat line on WhatsApp.

You can choose to opt out by tapping the “Opt out” action button.

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, your Google Ads expert won’t be able to send you any more messages on LINE, nor you to them 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 / 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 learn more about the different Google Ads account types, read more About Google Ads manager accounts.

FAQ

Can I add my Google Ads expert to a group chat with my work colleagues?

Right now, SMS / WhatsApp / LINE is only supported for 1:1 conversations between you and your Ads Expert. We do hope to add more functionality, including group chats, in the future.

Privacy Policy

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 would like more information about how data is collected and used, review our Privacy Policy.

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