What replaced Google Business Messages for local businesses?

What happened to Google Business Messages?

Google's current Changes to Google Business Profile chat and call history guidance says the chat and call-history features were no longer available in a Business Profile as of July 31, 2024. A Business Profile therefore no longer provides its old customer-chat surface or chat history. The change concerns those profile features, not phone calls generally. Google also says Business Messages API users are affected and points them to its Business Messages update.

Google says customers can still find and contact a business through Google Search and Maps. A profile can continue to support calls, website visits, directions, and other contact paths through its public information. The Google Business Profile hub covers the profile fields behind those paths.

What replaced Google Business Messages for local businesses?

Google's current guidance points to several contact paths rather than a single replacement inbox. The available path depends on the profile, region, category, and the action a customer needs to take.

The table separates customer contact from customer action. Text and WhatsApp are the closest current chat options. A website or action link sends the customer to the business's own destination instead of keeping the conversation inside Google's former inbox.

Google Local Services Ads is a separate paid lead channel, not a replacement inbox.

How do I add text or WhatsApp chat to a Business Profile?

Google's Chat with customers from your Business Profile instructions give this path for a claimed and verified profile where chat options are available:

1. Open the Business Profile and choose Edit profile.
2. Choose Contact.
3. Under Chat, choose Edit.
4. Select WhatsApp or Text message.
5. Enter a WhatsApp click-to-chat URL or a phone number that can receive text messages.
6. Choose Save.

Google says the chat option is available only in select regions and might not be available for a particular profile. If both options are added, Google shows only the text-message option.

What should I use if chat is unavailable?

Use the contact route that matches the customer's next action:

• Calls: Google's shutdown guidance recommends adding the business phone number when a profile has no number or the number is hidden. Google says the profile continues to receive calls. Google's Edit your Business Profile guide allows one primary number and up to two additional mobile or landline numbers, but not fax numbers.
• Website visits: Add the business website to the profile. Google requires the complete URL, including its protocol. Some categories can also add links for online orders, reservations, or appointments.
• Bookings and orders: Add the relevant local business links. Google supports one menu or service-list link and up to 10 links in each booking, reservation, food-ordering, or shopping-ordering category.
• A booking provider: If the business has no booking provider, Google says it can find providers available in its country through Reserve with Google or add its own link. Google notes that providers might charge, provider listings can take up to a week to appear, and custom links do not provide performance data.