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Google Business Profile Playbook
Let Customers Message You Through WhatsApp or SMS
Customers increasingly prefer messaging over phone calls. Add a WhatsApp or SMS chat link to your Profile so they can ask a question, book an appointment, or get directions in a single tap.
67%of people prefer messaging a business over calling or emailing
60%say WhatsApp is their preferred chat platform to interact with a store
Sources: Partoo Consumer Study 2024, Twilio
Let Customers Message You Through WhatsApp or SMS
How to add messaging numbers
Go to your Business Profile.
Click Edit profile, then Contact.
In the "Chat" section, click the dropdown.
Select Text message or WhatsApp.
Add an SMS-capable phone number, or paste your WhatsApp click-to-chat URL into the "URL" field.
Click Save.
Best Practices
- Only enable messaging if a real person can respond within an hour during business hours — slow replies generate negative reviews.
- Use a shared inbox or routing tool so messages don't get stuck on a personal phone.
- Add an after-hours auto-reply with your hours and a link to book online.
Whether they're asking questions, booking appointments, or seeking support, this feature makes it easier than ever to stay responsive and engaged.
You're done when
- The chat option appears on your profile.
- A real person can reply within business hours.
- An after-hours auto-reply is set up.