{"id":53919,"date":"2024-05-30T02:53:23","date_gmt":"2024-05-30T09:53:23","guid":{"rendered":"https:\/\/birdeye.com\/blog\/?p=53919"},"modified":"2024-06-06T00:39:31","modified_gmt":"2024-06-06T07:39:31","slug":"google-business-profile-call-and-chat-history-discontinued-july-31","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/google-business-profile-call-and-chat-history-discontinued-july-31\/","title":{"rendered":"Google to discontinue chat and call history in Google Business Profile"},"content":{"rendered":"\n

Heads up, businesses! Chatting with customers on Google Business Profile is coming to an end.<\/p>\n\n\n\n

The search engine giant has announced<\/a> that it will be discontinuing the chat and call history features in its Google Business Profile<\/a> starting July 31, 2024<\/strong>. The update will affect how customers can interact with your business through the platform. <\/p>\n\n\n\n

Here\u2019s what Google said in its email to businesses:<\/p>\n\n\n\n

\u201cWe are reaching out to share that we will be winding down Google's chat and call history features in Google Business Profile on July 31, 2024<\/strong>. We acknowledge this may be difficult news \u2013 as we continually improve our tools, we occasionally have to make difficult decisions which may impact the businesses and partners we work with. It's important to us that Google remains a helpful partner as you manage your business and we remain committed to this mission.\u201d<\/em><\/pre>\n\n\n\n
The key changes<\/h2>\n\n\n\n
According to Google, from July 15, 2024<\/strong>, customers will no longer be able to start new chat conversations with businesses through Google Business Profile. While customers in existing chat conversations will be notified that chat will be phased out, the feature will be completely removed by July 31, 2024<\/strong>.<\/p>\n\n\n\n
Alongside this, businesses will also lose access to their Google Business Profile call history.<\/p>\n\n\n\n
What this means for your business<\/h2>\n\n\n\n
If your business heavily relies on Google Business Profile chat and call history for customer communication<\/a>, the recent changes might raise concerns. But fear not! While chat and call history features are being phased out, customers won\u2019t be left in the dark. They can still find and contact your business via Google Search and Maps.<\/p>\n\n\n\n
Your business profile will continue to showcase essential information\u2014website links, descriptions, photos, and more\u2014helping customers learn more about your brand. Plus, you\u2019ll retain the ability to receive calls and track engagement metrics, like web traffic and direction requests.<\/p>\n\n\n\n
\"Timeline<\/figure>\n\n\n\n
Remember, convenient communication channels matter. According to a Forrester study commissioned by Google<\/a>, 68% of people are more likely to buy from a business that offers seamless interactions. Therefore, Google\u2019s latest approach signals a shift in shaping the future of business interactions on its platform.<\/p>\n\n\n\n
Why is Google removing chat and call history in Google Business Profile?<\/h2>\n\n\n\n
While the specific reasons behind Google’s decision are still undisclosed, it’s possible they might be streamlining communication methods or focusing on enhancing core Google Business Profile features.<\/p>\n\n\n\n
Google\u2019s move could also be driven by other possible reasons, such as integration of these functionalities with third-party apps for a more streamlined experience or complex data privacy and security considerations. <\/p>\n\n\n\n
Whatever the reasons, the update will likely influence businesses to pivot their communication strategies to maintain strong customer engagement<\/a>. So, let\u2019s take a look at what you need to do next to adapt to the changes.<\/p>\n\n\n\n
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What you can do to prepare<\/h2>\n\n\n\n
With the Google Business Profile chat and call history features ending, here\u2019s what you can do to prepare for a smooth transition and ensure continued communication with your customers:<\/p>\n\n\n\n
1. Download your chat and call history (if needed)<\/h3>\n\n\n\n
If you’d like to keep a record of past conversations and call history, you can download them via Google Takeout<\/a> until August 30, 2024<\/strong>.<\/p>\n\n\n\n
2. Consider alternative communication channels<\/h3>\n\n\n\n
If you currently rely on chat conversations with customers, think about offering alternative ways for them to reach you. Here are a few options to explore:<\/p>\n\n\n\n