Business Profile Chat and Call History Are Going Away
Google is sunsetting chat and call history features in Google Business Profiles - what you need to know:
On July 31, 2024, Google will be winding down the chat and call history features currently built into Google Business Profiles. Google will stop creating any new conversations after July 15th and chat functionality will fully end on July 31st.
The email that was sent out today to all Google Business Profile accounts reads:
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We are reaching out to share that we will be winding down Google's chat and call history features in Google Business Profile on July 31, 2024. We acknowledge this may be difficult news – as we continually improve our tools, we occasionally have to make difficult decisions which may impact the businesses and partners we work with. It's important to us that Google remains a helpful partner as you manage your business and we remain committed to this mission.
Google will stop creating new conversations after July 15, and chat functionality will fully end on July 31. Please note, customers will still be able to find and contact your business via Google Search and Maps – and learn more information about you from your website links, business description, photos, and anything else you share on your Business Profile. You’ll also continue to be able to receive calls from your Business Profile and track other engagement metrics for your business, including web traffic or directions requests.
If you have questions about this change, you can learn more here. It’s important to us that your Business Profile continues to be a helpful tool for you to manage your business.
Key dates
•Starting July 15, customers will no longer be able to start new chat conversations with your business from Google. Customers in existing chat conversations will be notified that chat will be phased out.
•Starting July 31, chat functionality in Google Business Profile will end. This means you'll no longer receive new chat messages. You’ll no longer be able to see your business’ call history in Google Business Profile. Customers will still be able to find and contact your business via Google Search and Maps.
What to do next
•If you’d like records of past Business Profile chats or call history, you can download them via Google Takeout. This can be helpful if you need to archive that data to your CRM software.
•You’ll continue to be able to receive calls from your Business Profile and track other engagement metrics for your business, including web traffic or directions requests.
•Consider inviting your customers with any ongoing chat conversations to alternate chat channels. If you're interested in adding a chat feature onto your website such as Chaty, Chatway, Agentz, Chatfully - ask us how we can help integrate these apps onto your website.
•Add your phone number to your Google Business Profile if your profile currently does not have a phone number or if the number is hidden, Google recommends adding one to your Business Profile by July 31st so customers can continue to contact you directly.
FAQs
•Is the chat FAQs features being deprecated?
Yes, all chat features will be turned off by July 31,2024
•Can customers still request a quote through Google Business Profiles?
No, customers can currently only request quotes through the chat. Beginning July 31, 2024 Google Business Profile chat will no longer be supported.
