Google Set to Discontinue Business Profile Messaging Feature

Google is discontinuing its Business Profile chat feature by 31st July, advising businesses to explore other communication options.

Key Points:

Google will no longer support Business Profile chat.
Customers can still reach businesses via other contact methods.
Businesses have the option to download their chat history before the service ends.

Google has announced that it will be discontinuing the chat feature in Google Business Profiles, a tool many businesses have used to engage with customers directly. This change has caught the attention of companies that rely on the feature for quick communication and customer support. The chat functionality allowed businesses to answer questions, provide updates, and handle customer inquiries efficiently through their Google listing.

The phase-out process is scheduled to begin on 15th July, with the full discontinuation set for 31st July. This timeline provides businesses with a brief window to adjust and explore other communication tools that can replace the feature. The chat option has been a popular way for businesses to maintain a quick line of communication with customers, and its removal will require many to find alternatives.

In an email sent to businesses, Google acknowledged that this decision might pose challenges. The company expressed its understanding of the difficulty this could present for businesses that have integrated the chat feature into their customer service operations. However, the message also emphasised Google’s intention to focus on other business tools and resources moving forward.

While the chat feature will no longer be available, Google has highlighted that businesses can still use alternative methods to communicate with their customers. These include phone calls, emails, and other messaging platforms integrated into their own websites or third-party services. Google also reassured businesses that they can download their chat history before the feature is disabled, ensuring no important customer interactions are lost.

Though the discontinuation of the chat tool may create some initial disruption, Google remains committed to being a valuable partner in business management. The company continues to explore new ways to support businesses, helping them connect with customers and manage their operations effectively in the ever-evolving digital landscape.

Google’s email to businesses reads:

Google has announced that it will be ending the chat feature within Google Business Profile by 31st July 2024. In a message to businesses, Google acknowledged that this decision might be challenging for those who rely on the tool but explained that it’s part of their effort to improve their offerings. While changes like this can be tough, Google reassured businesses of its continued commitment to helping them manage their operations effectively.

From 15th July, new chat conversations will no longer be created, and by 31st July, the chat functionality will be fully discontinued. Google advised businesses to make necessary adjustments during this time to ensure a smooth transition to alternative communication methods.

Despite the removal of the chat feature, businesses can still be contacted by customers through other avenues like Google Search, Maps, and the information shared on their Business Profiles. This includes links to websites, business descriptions, photos, and other content that businesses choose to share.

Google emphasised that customers will still be able to learn about and reach out to businesses through these existing channels, ensuring a continued connection between businesses and their customers, even after the chat feature is gone.

The company remains focused on supporting businesses in managing their profiles and maintaining a strong presence online, while they explore new tools and resources to meet changing needs.

Impact On Businesses & Customers

Beginning on July 15, Google will no longer allow customers to start new chat conversations with businesses through their Business Profiles.

For ongoing chats, customers will be notified of the upcoming removal of the feature. This gradual phase-out aims to give businesses and customers time to adjust to the change.

Even after the chat feature is discontinued, customers can still find and contact businesses through Google Search and Maps. They will also have access to information like website links, business descriptions, photos, and other details shared on Business Profiles.

Google’s Decision To Discontinue Business Chat

Google has decided to discontinue the chat feature as part of its efforts to simplify its services.

To help businesses during this transition, Google has outlined a couple of steps:

Download Chat History: Businesses can save a copy of their past Business Profile chat conversations using Google Takeout if they want to keep a record of these interactions.
Explore Alternative Chat Solutions: Google recommends that businesses direct customers to other chat platforms to maintain smooth communication moving forward.

Background & Context

Google Business Profile, formerly known as Google My Business, is a widely used free tool that helps businesses manage their online presence across Google platforms, such as Search and Maps. One of the features offered through this tool was a chat option, which allowed customers to communicate directly with businesses through their Business Profile. This feature enabled companies to respond to customer queries in real time, providing a more direct and personalised way to engage with their audience.

However, with the upcoming removal of the chat feature, businesses will no longer have this specific tool to connect with customers. The phase-out of this function is part of Google’s ongoing efforts to streamline its services and focus on other aspects of business management within its platform. While the chat option will no longer be available, businesses can still manage their profiles by keeping their information up to date, such as contact details, website links, business descriptions, and photos, ensuring they remain accessible to potential customers.

Despite the loss of the chat function, Google continues to emphasise its commitment to supporting businesses in managing their online visibility. By maintaining a robust profile on Google, companies can still connect with their customers through other means, such as phone, email, and social media, which remain visible on their Business Profiles. Additionally, customers can still use Google Search and Maps to find key information about businesses.

Businesses are encouraged to explore alternative communication methods to replace the chat feature, ensuring they maintain strong customer engagement. Whether it’s through third-party messaging services or enhancing their response times on other platforms, companies can still offer direct and efficient customer service.

While this change may be inconvenient for some, it reflects Google’s broader strategy of refining its tools to better meet the evolving needs of businesses and customers.