Google Business Profile Chat Removed; Call History to Follow

Google has officially discontinued its Google Business Profile chat feature as of yesterday. This means that businesses will no longer be able to initiate new chats through this platform. For those who still have ongoing conversations, these will also be discontinued by July 31st, ending any existing chat interactions.

In addition to the chat feature, Google Business Profiles will be removing call history at the end of this month. This change will affect how businesses review their past call activities and track customer interactions through the platform.

This update is not entirely unexpected, as we previously reported on the forthcoming removal of both chat and call history features. Businesses should prepare for these changes and consider alternative methods for managing customer communications and tracking interactions.

No More New Chats: Google has recently removed the ability for customers or prospects to start new chats with your business through your Google Business Profile on both Google Maps and Google Search. This means that the chat button, which allowed users to initiate new conversations, is no longer available. Businesses should be aware that any new inquiries through these channels will not be able to use the chat feature moving forward.

Existing Chats: For conversations that were initiated before this change, you will still be able to continue those chats until July 31, 2024. After this date, all ongoing conversations will be discontinued and will no longer be accessible. It’s important to ensure that any critical communications are addressed before this cutoff to avoid losing valuable interactions with customers.

Call History Removal: In addition to the chat feature removal, Google will also be eliminating call history from Google Business Profiles. If you need to retain records of past calls or chat interactions, you should download your call history and chat records through Google Takeout before the end of this month. This step is essential for businesses that rely on these records for tracking customer interactions or maintaining historical data.

The notification. Google sent out a reminder email yesterday, here is a screenshot of that email:

Why This Matters: For businesses that have been using the Google Business Profile chat and call history features, it’s important to note that these tools are no longer available for initiating new chats. The chat functionality has been discontinued, meaning customers and prospects will no longer be able to start new conversations through Google Maps or Google Search. Additionally, any existing chat conversations will cease to be accessible after July 31, 2024.

To ensure you retain important data, you should download your historical chat and call records before the end of this month. This will allow you to archive the information in your CRM software and database, ensuring you have a complete record of customer interactions and communications. This step is crucial to maintaining continuity in your customer service and keeping track of valuable business interactions.