Google Business Profile Chat is Going Away

As many of us have come to expect, Google frequently updates its toolbox, sometimes adding new features, and other times retiring existing ones to better meet evolving user needs. It’s important for businesses to keep up with these changes to manage their operations effectively. The latest from Google is the discontinuation of the chat and call history features in Google Business Profiles, set to take effect on July 31, 2024.

At Local View, we always keep our finger on the pulse to provide you with the latest updates and practical tips. Check out our other blogs for more insightful content.

Recent Reminder From Google July 15

New chats are turned off. If customers try to start a new chat with you on Google Maps or Google Search through your Google Business Profile, it won’t work anymore. The chat button for new messages is gone.

People who started chats a few days ago can keep chatting until July 31, 2024. After that date, those chats will stop working.

What’s Changing with Google Business Profile Chat?

Google has announced the discontinuation of the chat feature within Google Business Profiles as part of its strategy to streamline services and focus on more innovative tools. After July 15, 2024, businesses will no longer be able to initiate new chat conversations, and by the end of July, the chat functionality will be completely phased out.

Key Dates to Remember:

July 15, 2024: Initiation of new chats will be disabled.
July 31, 2024: All chat functionalities will be terminated.
August 30, 2024: Last day when records will be available for download from Google Takeout.

Action Steps for Businesses:

Businesses should proactively download their chat histories from their Google Business Profiles before these features are removed permanently. This information will be critical for maintaining records and ensuring continuity in managing customer relationships. Additionally, it’s important to inform customers about where they can contact your business going forward, ensuring that communication remains seamless and responsive.

Here is what Google Recommends in the email that we got from Google Business Profile support team:

If you’d like records of past Business Profile chats or call history, you can download them via Google Takeout.
You’ll continue to be able to receive calls from your Business Profile and track other engagement metrics for your business, including web traffic or directions requests.
Consider inviting your customers with any ongoing chat conversations to alternate chat channels, if you have any.

How to Export your data from Google Chat?

It’s possible to download and save your chat and call history from Google Business Profiles for archiving purposes. Be aware that these records will eventually be deleted by Google, so securing them elsewhere is essential. You can archive your Google Account data, including chat histories, to keep for your records or to use with another service.

Here’s a step-by-step guide to exporting your Google Chat data:

1. Select Data to Include:

Navigate to Google Takeout and checkmark the options for Google Business Profile.

2. Choose File Type, Frequency, and Destination:

Decide on the format of your export file, how frequently you want to export your data, and where you would like the exported file to be sent or stored.

3. Export Progress:

Start the export process. Keep in mind that it can take some time to compile all the data, so it’s advisable to initiate this process well before you need to access the exported information.

By following these steps, you can efficiently manage the transition and ensure that you maintain access to important historical data from your Google Business Profile.

Why This Matters:

If you’ve been utilizing these features for your business, it’s crucial to recognize that they will soon be discontinued. Consider downloading your chat and call history prior to the deadline to ensure you can archive this valuable data in your CRM software and database.

Looking Ahead:

This change presents a chance for businesses to explore alternative communication platforms that might offer better functionality or integration options. Adapting to these changes quickly is essential to keep customer communications effective and business operations running smoothly.

Conclusion:

It is vital for businesses that rely on digital channels for customer interaction to stay responsive to such changes. By managing these transitions carefully, businesses can continue to deliver outstanding service and remain competitive in an ever-evolving digital landscape.