Google Business Profile Chat and Call History: What Is Happening?

Search engines have become one of the most popular avenues for customers to learn about new companies and old favorites. According to a 2023 study, 77% of customers search for local businesses online at least once a week, and 21% do so daily. Many companies have created a Google Business Profile to engage these customers and share key information. 



A Google Business Profile offers many valuable tools to help companies reach potential customers, from directions to reviews.

However, Google recently announced plans to remove two features: chat and call history. This article covers everything you need to know about these changes, including important dates and steps you should take to keep using your profile effectively. 

What Is Happening to the Chat and Call History in My Google Business Profile? 

Traditionally, a Google Business Profile allowed companies to chat with customers. For example, clients could message you directly about a product’s availability or upcoming promotions. The platform also enabled businesses to review their call history to see details about their customer interactions and return missed calls. 

On July 31, 2024, Google will discontinue both these features. That means you can no longer chat with customers or look up your call history through your Business Profile. If you’re in the middle of a chat conversation, the customer will receive a notification about the feature's discontinuation. 

These changes don’t apply to calls received through Google Ads. This channel will still provide access to call reporting data, such as: 

• Number of impressions for your call ads
• Phone-through rate 
• Start and end time for each call 
• Missed calls 
• Caller area codes 

Many businesses track their call history to learn about their clients and improve their customer service. If you haven’t yet taken advantage of Google Ads, consider adding this tool to your marketing strategy so you can keep monitoring your communications. 

Important Dates 

Here are three key dates for the Google Business Profile changes: 

• July 15, 2024: Customers can’t begin new chat conversations with businesses on Google. 
• July 31, 2024: Businesses will no longer receive chat messages, and the call history will disappear from their Google Business Profile. 
• Aug. 30, 2024: This is the last day to download past Business Profile chats and call history through Google Takeout. 

What Happens Now?

These updates may sound discouraging or scary, especially if you’ve relied on your profile on Google to manage and track customer interactions. But don’t worry. You can still use this tool to market your business by following a few best practices. 

First, verify your business on Google through email, phone, text, or video. This step improves your credibility and builds trust with potential customers. Verification also prevents other people from editing your profile on Google, giving you complete control over your business's information. 

Next, use the Google Business Profile manager to build and maintain your online presence. Your profile should include essential information about your business, such as: 

• Description: Create a concise yet catchy description to summarize your business. Optimize your description by using relevant keywords and mentioning your location. For example, you might write, “Nick’s Auto Repair is the No. 1 mechanic in Atlanta, Georgia. Our certified technicians offer top-notch service for all vehicle makes and models, including electric vehicles and luxury cars.” This strategy would improve your business’s visibility in the Google search results. 
• Hours: Customers often use Google to look up a local business’s regular opening times and holiday hours. 
• Contact information: Include your phone number and a link to your business's website, where customers can find more in-depth information. 
• Business address: Add your physical location so customers can use Google Maps to navigate to your business. 
• Visual media: Grab your audience’s attention by adding a cover image, photos, and videos to your profile. For example, you can add pictures of your business’s exterior and parking lot to help new customers find you. Additionally, you can display your products and services with photos and videos. 

While Google is discontinuing the chat feature, you can still use your Business Profile to engage with potential and existing customers. The questions-and-answers function lets you respond to inquiries directly. For instance, customers might ask if they’re within your service area or if your business is pet-friendly. Provide quick answers to keep your audience informed. 

Additionally, you should write a friendly and personalized response to all customer reviews. These messages show that you value feedback and strive to deliver an excellent experience. 

Finally, consider branching out beyond Google to keep in touch with current and potential clients. There are many convenient messaging options, such as: 

• Contact form on your business's website 
• Customer messaging platforms like Freshchat, HubSpot, and Zendesk 
• Email
• Facebook Messenger 
• Text messages 
• Yelp 

These platforms offer alternative ways to converse with clients and build strong relationships. 

Get the Most Out of Your Google Business Profile 

As a digital marketer, you understand the importance of engaging customers personally. While Google is phasing out chat and call history, there are still plenty of ways to use the popular search engine to build relationships and promote your brand. 

If you want expert guidance to manage your Google Business Profile and other online listings, schedule a free consultation with Optimize. We can help you develop an effective profile that will drive traffic.