How to Answer Google Maps Messages
To answer Google Maps messages well, first know where they arrive: Google retired its built-in Business Profile chat in 2024, so messages from your listing now go to the WhatsApp account or text-capable phone number you add to the profile. Conqueror Capital's advice is to give that inbox an owner, a set of starter replies and a weekly check, the same way you staff your phone line.
AT A GLANCE
By Conqueror Capital · Published
The short answer: Check which chat option your Business Profile shows, WhatsApp or text message, and make sure the phone or account behind it is one your team actually watches. Name one person per shift to answer, keep four or five ready-made replies for the questions you get most, and send people to your booking page or phone line when a message needs more than a quick answer.
WHERE THE MESSAGES GO
Google says that as of July 31, 2024, chat and call history are no longer available inside the Business Profile, and that for eligible accounts customers can contact a business through text messages or WhatsApp instead.2 Its current help page explains that verified businesses can add a WhatsApp or text messaging option under Edit profile, then Contact, then Chat.1
Three details from that page matter in practice:1
- Only one option shows. If you add both WhatsApp and a text number, only the text option is shown to customers.
- It is not available everywhere. Google says chat options are currently available in select regions.
- The messages land outside Google. Replies happen in WhatsApp or on the phone that receives the texts, so whoever holds that phone owns the conversation.
If you are not sure which option your listing shows, search for your business on a phone and tap every button. Our note on the Google Maps Message button covers what customers see.
GIVE THE INBOX AN OWNER
A message button with nobody behind it invites a question that goes nowhere. Before customers use it, decide:
- Which number or account receives the messages. Use a business line or business WhatsApp account, not a staff member's personal phone that leaves when they do.
- Who answers during opening hours. Name a person for each shift, the same way you would for the phone.
- What happens after hours. Where the app allows an automatic first reply, say when you will answer and link to your booking page.
- When to switch channels. A quote, a complaint or anything personal is better handled by phone or email than in a chat thread.
STARTER REPLIES
Most messages ask the same few things. Write short answers once, keep them in the app's saved replies or a shared note, and adjust them per customer:
- Hours: "Thanks for reaching out. We are open today until [time]. You can also book online here: [link]."
- Availability: "Good question. Let me check and get back to you within [time you can keep]."
- Pricing: "It depends on [what it depends on]. Our service page explains the options: [link]. Happy to give you an exact quote by phone."
- Directions or parking: one sentence with the landmark customers actually use.
Keep the replies true and specific. Do not promise a price, a time or a result you cannot keep, and never ask customers to send card numbers or sensitive personal details by message.
SMALL, MID-SIZE AND ENTERPRISE
Small businesses: the owner or front desk can handle messages as part of the daily routine. Check the phone at opening, lunch and closing.
Mid-size businesses: route messages to the same team that answers calls and online bookings, so there is one queue instead of a forgotten extra inbox. Our guide to making your booking link easy to find pairs well with this.
Multi-location and enterprise brands: decide per location whether chat is on, which number receives it and who answers. Google notes that different profiles can use the same WhatsApp link, which suits a central team, but then that team needs to know which location each customer means. Keep one shared set of approved replies so every location gives the same answer on policies and prices. See how we work with enterprise teams.
FAQ
Where do messages from my Google Business Profile go?
To the WhatsApp account or text-capable phone number you add under Edit profile, then Contact, then Chat. Google retired its built-in Business Profile chat on July 31, 2024.
Can I turn on both WhatsApp and text messaging?
You can add both, but Google's help page says only the text message option is shown to customers when both are added.
Who should answer Google Maps messages?
One named person per shift, using a business phone or business WhatsApp account rather than a personal phone, with ready-made replies for common questions.
What if I cannot answer messages quickly?
Then do not add a chat option yet. Send customers to the phone line or booking page you do staff, and add messaging once someone owns it.
Is messaging available on every Business Profile?
No. Google says chat options are currently available in select regions and might not be available for every profile.
SOURCES
- Google Business Profile Help, Chat with customers from your Business Profile.
- Google Business Profile Help, Changes to Google Business Profile chat and call history.
Platforms change often. Check the sources for the current version before acting.
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