Google to Discontinue Business Profile Chat Feature by July 31, Urging Businesses to Seek Alternative Solutions

Google is shutting down the Business Profile chat feature. Customers can still contact businesses through other means. Businesses are advised to download their chat history.

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

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

The news was emailed to businesses, acknowledging the potential difficulty of the decision and emphasizing Google’s commitment to remaining a helpful partner in business management.

Google’s email to businesses reads: “We are reaching out to share that we will be winding down Google’s chat feature in Google Business Profile on July 31, 2024. We acknowledge this may be difficult news—as we continually improve our tools, we occasionally have to make difficult decisions that may impact the businesses and partners we work with. It’s important to us that Google remains a helpful partner as you manage your business, and we remain committed to this mission.

Google will stop creating new conversations after July 15, and chat functionality will end on July 31. Please note, customers can still find and contact your business via Google Search and Maps – and learn more information about you from your website links, business description, photos, and anything else you share on your Business Profile.”

Impact on Businesses & Customers

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

Customers currently engaged in chat conversations will receive notifications informing them of the upcoming phase-out of the chat feature.

However, customers can still locate and contact businesses using Google Search and Maps and access information through website links, business descriptions, photos, and other elements shared on Business Profiles.

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.

To assist businesses in the transition, Google has guided the next steps:

• Chat History Download: Businesses that wish to retain a record of their past Business Profile chats can download their chat history of customer conversations using Google Takeout.
• Alternative Chat Solutions: Google suggests that businesses invite customers to alternative chat solutions to continue conversations seamlessly.

Background & Context

Google Business Profile, formerly Google My Business, is a free tool for businesses to help them in managing their presence online across Google, including Search and Maps. The chat feature enabled customers to communicate directly with companies through their Business Profiles.

While the chat functionality will no longer be available, Google remains committed to providing a platform for companies to manage their presence online and connect with customers. If you still need help finding it challenging and confusing, consider exploring our monthly SEO packages and let the experts help you.