Boost Customer Engagement with Google Business Profile Chat: Now with SMS & WhatsApp Integration!
In today’s fast-paced digital world, customers expect instant communication when searching for businesses online. To meet this demand, Google Business Profile (GBP) has introduced a powerful new feature: chat integration with SMS and WhatsApp.
We’re excited to share that we are the first in the UK to test this feature live, giving us a unique opportunity to understand its capabilities and how it can revolutionise customer service for businesses like yours.
Whether you’re a small local shop or a growing service-based brand, this feature can significantly enhance customer experience, improve response times, and drive more conversions. Below, we’ll explain exactly how it works and how to enable it for your business.
What Is the New Google Business Profile Chat Feature?
With this update, businesses can now add a direct chat option to their Google Business Profile. As a result, customers no longer need to make a phone call or send an email. Instead, they can message your business in real time using:
✅ Text Messages (SMS) – Customers can contact you directly via your business mobile number.
✅ WhatsApp Business – A direct URL link allows users to message you through their preferred app instantly.
This integration streamlines communication, improves accessibility, and fosters trust between your business and your customers. Additionally, it allows you to provide support more efficiently and capture more leads in the process.
Why Is This a Game-Changer for Businesses?
As early adopters of this feature, we’ve seen firsthand how it can transform business communication. Here’s why this update stands out:
Instant Support – Customers get real-time answers without needing to call or wait for an email.
Greater Convenience – Messaging is preferred by many users, especially on mobile devices.
Increased Engagement – Fast communication boosts customer satisfaction and improves conversion rates.
Smarter Lead Management – Efficient responses lead to higher chances of converting prospects.
Enhanced WhatsApp Tools – Use features like auto-replies, quick responses, and product catalogues.
Moreover, businesses can stay competitive by adopting tools that match evolving customer preferences.
How to Enable Chat on Your Google Business Profile
Because we’ve already tested the feature in the UK, we’ve simplified the steps so you can activate it effortlessly:
Step 1: Log into Google Business Profile
Visit your Google Business Profile Manager and select the business you’d like to update.
Step 2: Go to the Contact Section
Within your profile, locate the Contact Information area and look for the Chat option.
Step 3: Choose a Chat Option
SMS: Add your mobile number to start receiving text messages.
WhatsApp: Paste your WhatsApp Business URL to connect directly.
Step 4: Enable Notifications
Ensure notifications are turned on. That way, you won’t miss any incoming messages from potential customers.
Step 5: Test Your Setup
Finally, send a test message to confirm everything works properly. If necessary, troubleshoot any issues before going live.
Best Practices for Using Google Business Profile Chat
To make the most of this feature, here are several tips based on our early experience:
📌 Respond Promptly – Customers often expect replies within minutes. Therefore, set up auto-responses for peak times.
📌 Stay Professional – Even in chat, tone matters. Be friendly but maintain professionalism.
📌 Utilise WhatsApp Features – Use greeting messages, product catalogues, and quick replies to improve efficiency.
📌 Encourage Reviews – After resolving an issue, kindly ask the customer to leave a review.
📌 Promote the Chat Option – Mention it on your website, emails, and social media channels so users know how to reach you easily.
In addition, monitor response times and customer feedback to continually refine your approach.
Real-Life Benefits: How Businesses Are Already Winning
Since testing this feature, we’ve already seen multiple businesses report notable improvements:
🔹 More Inquiries – Easy access to chat has increased the number of leads.
🔹 Happier Customers – Instant communication leads to quicker resolutions and better experiences.
🔹 Faster Bookings – Service-based businesses are scheduling appointments more efficiently.
🔹 Stronger Loyalty – Quick and helpful replies lead to higher customer retention.
As a result, integrating this chat function gives you a competitive advantage in real-time customer engagement.
Why Your Business Should Set Up Chat Today
Adding chat to your Google Business Profile is a simple yet powerful step toward improving customer interaction. By integrating SMS and WhatsApp, you offer fast, convenient, and preferred communication channels that align with today’s customer expectations.
💡 Don’t miss out on valuable leads—enable your chat option today and connect with customers instantly.
📢 Have questions or want help setting it up? DM us on Instagram @lovingsocialmedia or contact us directly. 🚀