Google Business Profile Update: Switching from Google Chat to WhatsApp/Text Chat
Google recently made a significant change in its Google Business Profiles, phasing out the option to chat via Google Chat and replacing it with more familiar methods—WhatsApp and SMS.
This update allows businesses to stay connected with customers using platforms they rely on, such as WhatsApp, directly from the business profile.
This change is essential for businesses that rely on Google Business Profiles for customer interaction. Here's a simple step-by-step guide for adding WhatsApp or text chat to your Google Business Profile.
How to Add WhatsApp/Text Chat to Your Google Business Profile
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Login to Your Google Business Account First, log into the account you use to manage the business profile. Then, type "My Business" into the search box and select the business to which you want to add the feature. You can also google the name of the business in question. You will then b
e able to access the dashboard, where you can manage your profile settings. -
Navigate to the Contact Section. Click on "Edit Profile." In your profile dashboard, go to the “Contact” tab. You’ll find fields for your business's phone number and chat options here.
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Locate the Chat Option. Under the contact information, you’ll see a new chat option. Instead of Google Chat, you can now enable WhatsApp or SMS for customer communication.
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Set Up WhatsApp Chat
- Select WhatsApp from the drop-down menu.
- Enter your business WhatsApp number using the international format, starting with your country code. For instance, for a Kenyan phone number, the URL will look something like
https://wa.me/254765356000. The "254" is the country code for Kenya, followed by your business phone number without the leading zero.
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Save the Changes Once you’ve entered the WhatsApp click-to-chat link, click the Save button. Your customers will now see a WhatsApp chat button on your Google Business Profile, enabling them to contact you directly.
Benefits of the New WhatsApp Chat Feature
- Direct Customer Interaction: WhatsApp is widely used in Kenya, and this direct integration allows you to engage with customers in real time.
- Seamless Communication: Many customers in Kenya already use WhatsApp for personal and business communication, making reaching out to you comfortable.
- Increased Reach: Integrating WhatsApp into your profile increases the chances of customers reaching out, especially in regions where WhatsApp is more popular than Google Chat.
Transition from Google Chat to WhatsApp/SMS
This transition is part of Google’s effort to provide more customer-friendly communication options. While Google Chat served its purpose, it wasn’t widely adopted by customers. On the other hand, the global familiarity with WhatsApp makes this new feature a valuable addition to any business's customer service strategy.
With this update, it’s never been easier for customers to reach out to businesses through the channels they trust most. Ensure your business takes full advantage of the new WhatsApp feature to connect with your customers more effectively.
