Google Business Profile chat and call history going away

Overview of the Changes

Key Dates to Remember

• July 15, 2024: Customers will no longer be able to initiate new chat conversations with businesses through Google. Existing chat conversations will notify customers about the impending phaseout of the feature.
• July 31, 2024: The chat feature will be completely removed from Google Business Profile. Consequently, businesses will no longer receive new chat messages, and the call history feature will also be discontinued. However, customers can still find and contact businesses through Google Search and Maps, and businesses will continue to receive calls and track other engagement metrics.

Google Say’s about the timeline:

• “Beginning July 15, 2024, customers won’t be able to start new chat conversations with your business from Google. Customers in existing chat conversations will be notified about the feature phaseout. 
• On July 31, 2024, the chat feature will be removed from Google Business Profile. You won’t receive new chat messages. Additionally, you won’t find your call history in Google Business Profile. Customers can still find and contact your business through Google Search and Maps. You’ll also continue to receive calls from your Business Profile.”

Discontinued Features

1. Chat Feature: The ability for customers to chat with businesses directly through GBP will be phased out. This includes the deprecation of all chat-related features, such as chat FAQs and the Google Business Messages API.
2. Call History: The call history feature, which allows businesses to view a log of customer calls through GBP, will also be removed.

Continuing Services

• Businesses will still be able to receive calls from their GBP.
• Customers can still find business information, such as website links, business descriptions, and photos, through Google Search and Maps.
• Engagement metrics like web traffic and direction requests will remain available.

Impact on Businesses

The removal of chat and call history features from GBP will necessitate significant adjustments for businesses that heavily relied on these tools for customer communication and engagement.

Loss of Direct Communication Channel

For many businesses, the chat feature on GBP served as a primary method of customer interaction. It allowed for immediate, real-time communication, enabling companies to respond to inquiries, handle complaints, and process bookings or quotes efficiently. With this feature’s removal, businesses will need to explore alternative communication channels to maintain this level of customer service.

Need for Alternative Solutions

Businesses will need to redirect their communication efforts to other platforms. Here are some suggestions:

1. Use Third-Party Chat Solutions: Numerous third-party chat applications can be integrated into a business’s website or social media platforms. Tools such as Facebook Messenger, WhatsApp Business, and live chat plugins for websites can be effective replacements.
2. Enhance Phone Support: Since call history is also being removed, ensuring that your business phone number is prominently displayed and easily accessible on your GBP is crucial. Businesses should also consider improving their phone support systems to handle an increased volume of calls.
3. Reserve with Google: For businesses in certain regions, the Reserve with Google platform provides an alternative for managing bookings and reservations. This service allows customers to book and pay for services directly through Google.

What Businesses Should Do Next

Download Past Records

To avoid losing valuable data, businesses should download records of past chat conversations and call history through Google Takeout. This data will be available for download until August 30, 2024. These records can be useful for analyzing past customer interactions and maintaining a continuity of service.

Redirect Customers

While the chat feature is still operational, businesses can update their welcome messages to inform customers of alternative communication channels. This proactive step will help ensure a smooth transition and minimize disruption to customer service.

Update Business Profile Information

If the chat feature was your primary method of contact, it is essential to add or update your business phone number on your GBP. This ensures customers can continue to reach you without relying on the chat feature. Make sure the phone number is visible and accurate.

Explore Other GBP Features

Despite the removal of chat and call history, Google Business Profile still offers valuable features for customer engagement. Businesses should leverage these features to their advantage:

• Photos and Videos: Regularly update your profile with high-quality photos and videos to attract and engage customers.
• Reviews and Ratings: Encourage satisfied customers to leave positive reviews. Respond to reviews to show that you value customer feedback.
• Posts and Updates: Use the GBP posts feature to share news, promotions, and updates about your business.

FAQs

Is the chat FAQs feature being deprecated along with GBP chat?

Yes, all chat features, including chat FAQs, will be discontinued by July 31, 2024.

I use Google Business Messages API. Will this impact me?

Yes, this change will impact users of the Google Business Messages API. For more information, refer to the updates on Google Business Messages.

Will this change impact any other GBP APIs outside of Messaging?

Yes, within the Performance API, the “BUSINESS_CONVERSATIONS” metric will no longer be available after July 31, 2024.

Will customers be notified of these changes?

Yes, starting July 15, 2024, customers in existing chat conversations will be notified about the feature phaseout. These notifications will continue until July 31, 2024, when GBP chat will no longer be supported.

Can customers still request a quote through GBP?

No, beginning July 31, 2024, customers will no longer be able to request quotes through GBP chat.

I used to get a lot of booking requests through chat. Are there any alternative solutions that I can explore?

Yes, in certain countries or regions, customers can reserve a service and pay for bookings through the Reserve with Google platform.

Can I redirect customers to an alternative communication channel?

Yes, while GBP chat is still live, you can update your welcome message to redirect customers to your alternative communication channels.

Will the call button on my Google Business Profile be updated to my original phone number instead of the Google forwarding number automatically?

Yes, numbers will be automatically updated to use the merchant’s supplied phone number in Google Business Profile.

If GBP chat was my primary contact method with customers, should I add my phone number to my Business Profile?

Yes, if your profile currently does not have a phone number or if the number is hidden, it is recommended to add one to your Business Profile by July 31, 2024.

Will this change affect all users?

Yes, these changes will impact all users of the product on July 31, 2024.

Conclusion

The upcoming changes to Google Business Profile, particularly the removal of the chat and call history features, represent a significant shift in how businesses will interact with their customers through the platform. While this may pose challenges, it also offers an opportunity for businesses to diversify their communication strategies and explore new tools and platforms for customer engagement.

By preparing in advance, downloading past records, and updating business profile information, businesses can ensure a smooth transition and continue to provide excellent customer service. Embracing alternative communication channels and enhancing existing ones will be key to maintaining strong customer relationships in the post-update landscape.