Google Business Messages Chat: What You Need to Know

As a valued Realbot customer, it's important to stay informed about changes in the digital communication landscape that might affect how you interact with your customers. One such significant change is the upcoming shutdown of the chat feature in Google Business Profile (formerly Google My Business). Here’s a detailed look at what’s happening, why it’s happening, and how Realbot can help you transition smoothly.

Changes to Google Business Profile Chat

Starting July 31, 2024, Google will no longer support the chat feature in its Business Profile. This means that customers will no longer be able to initiate chat conversations directly from your Google Business Profile. Instead, they will rely on other methods like Google Search and Maps to contact your business. All the important information about your business, such as website links, business descriptions, and photos, will remain available on your Business Profile.

Timeline of Changes

- July 15, 2024: Customers will no longer be able to start new chat conversations with your business through Google.
- July 31, 2024: The chat feature will be completely removed from Google Business Profile. You will not receive new chat messages after this date.
- August 30, 2024: Last date to download records of past Business Profile chats through Google Takeout.

Impact on Your Business

1. Reduced Customer Engagement: The chat feature provided a real-time communication channel, which might lead to reduced immediate interactions and potentially lost sales.
2. Customer Frustration: Regular users of the chat feature might feel frustrated by its sudden removal. Clear communication about alternative options is essential.
3. Missed Opportunities: The chat functionality was valuable for capturing leads and addressing customer queries promptly.

Reasons for Google Disabling the Chat Feature

1. Limited Adoption: The chat feature might not have been widely used as Google anticipated.
2. Streamlining Tools: Google aims to simplify its Business Profile platform, focusing on core features like business information management and customer reviews.
3. Prioritizing Other Channels: Google might be encouraging businesses to use other communication methods like phone calls, website contact forms, or messaging apps.

Alternative Communication Solutions

While Google hasn’t announced direct replacements for the chat feature, several existing and emerging options can fill the gap:

1. Realbot AI Integration: As Realbot continues to support and provide various channels like website widgets, Facebook Messenger integration, and Premier Agent profile integration, we are also creating a dedicated chat link to connect to your business profile.
2. Messaging Apps: Integrate your Business Profile with popular messaging apps like WhatsApp to maintain real-time communication with customers.
3. Website Contact Forms: Ensure your website has a well-designed and easily accessible contact form.
4. Phone Calls: Promote your business phone number prominently on your Google Business Profile and other digital platforms.

Adapting to the GMB Chat Shutdown: Key Takeaways

1. Be Proactive: Inform your customers about the chat feature discontinuation and highlight alternative communication methods.
2. Promote Existing Channels: Make sure your website contact form and phone number are easily accessible on all your digital platforms.
3. Explore Messaging Apps: Integrate popular messaging apps into your communication strategy.
4. Stay Updated: Keep an eye on Google’s official updates regarding Business Profile features and functionalities.


The discontinuation of Google’s chat feature in the Business Profile might seem like a setback, but it’s also an opportunity to reassess and enhance your customer communication strategies. By leveraging Realbot’s comprehensive support and integrating alternative communication channels, you can ensure that your business remains connected with your customers seamlessly.

For more information and assistance, feel free to reach out to us at Realbot. We’re here to help you navigate these changes and maintain strong customer relationships.

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- Phone: 1300 108 654

Stay connected, stay informed, and continue to grow your business with Realbot!

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