How to Let Customers Chat Directly with You on Google My Business

How to chat with customers on Google My Business Messaging

Staying connected to customers is more important than ever before when it comes to the health of your business. Companies today can connect with customers through their websites via chat and phone, and through social media, but what about when they aren’t on your website, such as when they are seeing your business while on Google?

With Google My Business Messenger, now you can!

Messaging directly from Google search results

Google thinks it has the answer with their latest messenger format. Now, when someone looks up your business in Google search, not only will details about your location, hours and website appear, you can also opt-in to allow people to message you immediately. The ‘Chat’ function will open a pop-up messenger that sends messages directly to your connected smart device.

Businesses can set up automated messages which will pop up as soon as someone reaches out. Messages are sent through a user’s native messaging app (Allo, Messenger Plus, etc) making the process simple, stream-lined and – according to Google – more effective than traditional forms of communication. This newest feature has been in test mode since last November and began making its full debut this past summer.

Get started

Google My Business allows you to chat directly with customers who find your business listing on Google Search. Responding to customers can help you answer their questions, tell your business’s story, and attract more people to your location. Here’s how to get started activating the new feature.

To turn on messaging with customers, sign in to Google My Business and look for the “Messaging” card in the Home menu.

Make sure that you provide a phone number that can receive SMS messages and will be readily accessible for responding to customers. When using SMS messaging, standard message and data rates may apply.

Be responsive

Customers rely on your prompt replies—people don’t want to wait a long time for a response to their questions. During your listed business hours, respond as quickly as possible to messages from customers.

When customers message you, they’ll see your average response time. (You can see this time on the “Messaging” card in the Home menu.)

Avoid sensitive content

Make sure that you don’t provide or request sensitive information during a chat with customers. Sensitive information includes, but is not limited to:

  • Credit card numbers
  • Social Security or other government identification numbers
  • Login credentials, like passwords
  • Avoiding sensitive content during chats keeps your and your customers’ information safe.

Be sure to read all policies for chatting with customers.

More good tips

Be sure to follow these important tips when utilizing this feature, and other useful tips from the Google Support page.

  • Edit your phone number
  • Use Google Allo rather than SMS to respond to messages
  • Turn of Messaging when not available or not interested in utilizing

About the Author

Ryan Gerardi
Creative, resourceful, and resilient B2B sales and marketing technologist who works with people and businesses on a variety of levels to help elevate their game, their brand, and their businesses.
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