Google Announces Closure of Business Profile Chat Functionality

Google has announced that it will discontinue the chat feature in Google Business Profiles.

The wind-down process will start on July 15, and the functionality will complete on July 31.

Businesses received an email containing news from Google, which recognized the challenges that may come with the decision. The email also highlighted Google's dedication to continuing to be a supportive partner in managing businesses.

We wanted to inform you that Google will be discontinuing the chat feature on Google Business Profile on July 31, 2024. We understand that this may be disappointing news, but as we strive to enhance our tools, we sometimes need to make tough decisions that can impact our business partners. Our goal is to continue being a valuable resource for you as you manage your business, and we are dedicated to this mission.

Starting July 15, Google will no longer allow new conversations to be initiated, and the chat function will be completely disabled by July 31. However, customers will still be able to discover and reach out to your business through Google Search and Maps. They can also access additional details about your business, such as website links, business description, photos, and other information you have shared on your Business Profile.

Impact On Businesses & Customers

Starting July 15, customers can no longer initiate new chat conversations with businesses through Google.

Customers who are currently chatting will be notified about the discontinuation of the chat feature.

Even though the chat feature will be phased out, customers can still find and reach out to businesses using Google Search and Maps. They can also access information such as business descriptions, photos, and other details shared on Business Profiles through website links.

Google’s Decision To Discontinue Business Chat

Google says the decision to wind down the chat feature is part of ongoing efforts to streamline its offerings.

Google has provided guidance to help businesses in the transition. They can download their chat history of customer conversations using Google Takeout if they want to keep a record of their past Business Profile chats.

Alternative Chat Solutions: Google suggests that businesses invite customers to alternative chat solutions to continue conversations seamlessly.

Background & Context

Google Business Profile, previously known as Google My Business, is a tool that businesses can use for free to control how they appear online on Google, such as on Search and Maps. Customers were able to chat directly with companies through their Business Profiles.

Even though the chat feature will no longer be offered, Google is still dedicated to offering businesses a way to manage their online presence and engage with customers.

Featured Image: Vladimka production/Shutterstock

Editor's P/S:

The discontinuation of the chat feature in Google Business Profiles is a significant change that may impact businesses and customers alike. While Google's decision to streamline its offerings is understandable, it may present challenges for businesses that have relied on the chat feature to connect with customers. Customers may also find it more inconvenient to initiate conversations with businesses in the future.

Businesses should consider implementing alternative chat solutions to ensure seamless communication with customers. Google has provided guidance to assist businesses in the transition, including the option to download their chat history for record-keeping purposes. It is essential for businesses to explore alternative chat platforms that align with their specific needs and customer demographics. By embracing alternative solutions and leveraging other features within Google Business Profiles, businesses can continue to engage with customers and maintain a strong online presence.