Google Business Chat

Google Business Chat connects your Google Business Profile (GBP) directly to your unified conversation inbox, allowing you to manage customer messages, reviews, and interactions from Google Search and Google Maps without ever leaving the platform. With Google’s native GBP chat feature sunset in July 2024, the platform now supports connecting WhatsApp and SMS/Text messaging channels directly to your GBP, so customers can message you instantly through familiar channels.

What Google Business Chat Does

The integration delivers GBP messaging, review management, and social channel integration from the platform’s unified inbox:

WhatsApp and Text/SMS channel connection: Connect CRM-linked phone numbers to your GBP listing so customers who find you on Google can message through WhatsApp or Text. When both are added, Google displays Text/SMS by default. WhatsApp appears only if no Text/SMS is provided.

Automatic contact creation: Every new message from a GBP-linked channel creates a contact record automatically with phone number, name (if available), and conversation history attached from the first message.

Call tracking: Enable GBP Call Tracking to capture call data from your listing. Pair with missed call text back to send automatic text messages when calls are missed, capturing leads who might otherwise move on.

Review sync and response: New Google reviews sync into the platform automatically. Respond to reviews directly from the Reputation tab without logging into Google. Monitor star rating and review volume trends over time.

Social channel integration: Connect Facebook, Instagram, LinkedIn, YouTube, TikTok, X, and Pinterest profiles to your GBP page. All connected social channels appear in the About section of your Google Business Profile.

Key Configuration Options

Connect your GBP: Navigate to Settings > Integrations, locate the Google Business Profile card, click Connect, sign in with Owner or Manager access, authorize access, select your business location, toggle on GBP Call Tracking if desired, and click Connect.

Add messaging channels: Go to Settings > Integrations, open the Google Business Profile card, click the WhatsApp and Message tabs or Connect Channels, select a CRM-linked phone number from the dropdown for Text/SMS, select or manually enter a CRM-linked WhatsApp number in E.164 format (e.g., +15551234567), add social channel links, click Save, then Connect to push changes to Google.

CRM sync requirements: The phone number or WhatsApp number must be integrated with the platform (CRM-connected) for full automation and message syncing. Non-CRM numbers can be displayed on your GBP listing, but they will not sync messages or trigger automations.

Automated responses: Set up workflows triggered by new inbound SMS or WhatsApp messages to send immediate replies like “Thank you for reaching out. We will get back to you within 15 minutes.” Use time-based conditions for different responses during and outside business hours.

Conversation AI integration: Enable Conversation AI to qualify leads, book appointments, detect intent, and route complex inquiries to human team members automatically, maintaining a professional tone that matches your brand.

Power Features

Pipeline integration: Create workflows that trigger when a new contact is created from a GBP-linked channel, add an action to create an opportunity in the appropriate pipeline, set the stage to your initial qualification stage, and assign to the right team member based on service type or location.

Review request campaigns: Send review requests via SMS or email to customers after completed services. Monitor your star rating and review volume trends to measure reputation improvements over time.

Social channel links: Add Facebook, Instagram, LinkedIn, YouTube, TikTok, X, and Pinterest profiles by entering full URLs (e.g., https://www.facebook.com/yourusername) in the channel configuration section. All connected channels appear in the About section of your GBP page.

Call tracking with missed call text back: When a customer calls your GBP tracking number and the call is missed, an automatic text message is sent with a booking link, brief introduction, or question about what the customer needs.

Multi-location support: Connect multiple GBP locations by repeating the connection steps for each location. Use the same or different Google accounts, as long as each has Owner or Manager access to the respective location.

Pro Tips

• Respond within five minutes. Google-sourced leads have high intent but also high expectations for speed. Set up automated acknowledgment messages to buy time while your team prepares a personal response.
• Connect CRM-linked numbers only. While you can display any phone number on your GBP listing, only CRM-connected numbers enable message syncing, automation triggers, and conversation tracking.
• Enable GBP Call Tracking. Many customers will call rather than message. Call tracking captures these interactions in your CRM and enables missed call text back, which recovers leads that would otherwise be lost.
• Tag and segment GBP leads separately. Create a tag like “GBP Lead” for contacts who come through Google messaging channels. This allows you to track conversion rates from Google separately and measure ROI of your GBP presence.
• Use Conversation AI for after-hours coverage. Rather than letting leads wait until morning, enable Conversation AI to handle initial qualification and booking outside business hours.

Common Questions

Can I connect multiple GBP locations to the platform?

Yes. Connect multiple locations by repeating the connection steps for each location. Use the same or different Google accounts, as long as each has Owner or Manager access to the respective GBP location.

What happened to Google’s native GBP chat feature?

Google sunset its native Google Business Profile chat feature in July 2024. The platform now supports connecting WhatsApp and Text/SMS channels to your GBP as the replacement approach.

Why is my WhatsApp or Text number not showing on my GBP listing?

After adding a messaging channel, Google reviews and validates the number before displaying it. Check the edit approval status in your Google Business Console. If not approved, raise a support ticket directly with Google.

Which messaging channel does Google display when both WhatsApp and Text are connected?

Google prioritizes the Text/SMS number by default. WhatsApp only appears on your listing if no Text/SMS number is provided. Only one messaging channel is shown at a time.

Can I trigger automations when someone messages through my GBP listing?

Yes, as long as the messaging channel (Text/SMS or WhatsApp) is connected to the platform. Inbound messages on CRM-linked numbers trigger the same workflow events as any other inbound message, allowing you to build automations for tagging, replying, pipeline creation, and more.