Google has recently announced upcoming changes that may impact your customer communication strategies. After July 31, 2024, Google will no longer support Google Business Messages or Call History. This article will help to provide clarity on the changes and actions you can take to mitigate the effects on your business.
Article Summary:
- Google is deprecating the Business Profile Chat (Google Messages) and Call History features.
- Businesses will no longer receive new chats starting July 15. Both Messages and Call History will be completely deprecated July 31.
- Businesses should plan to keep their Google Business Profiles (GBP) up-to-date to ensure customers can find the information they need about the business.
- Customers can continue to contact businesses through the call option on the GBP. The Click to Call metric is unaffected.
- Businesses can get an export for their Business Messages and Call History via Google Takeout. Uberall can provide an export of Google Messages history and analytics.
What are the impacted features?
Google Messages
Google Messages allowed users to chat with businesses directly through Google Search and Maps. This feature enabled customers to converse directly with the business to ask questions, make reservations, and get support without having to visit a website or make a phone call.
Google Call History
Google Call History is a feature that was piloted to a small group of businesses in the US and Canada. This feature logged the calls customers made to businesses from a Google Business Profile and provided insights such as the number of calls received, missed calls, and call durations.
Timeline
Beginning July 15, 2024: Customers will not be able to start new chat conversations with your business from Google. Customers in existing chat conversations will be notified about the feature phaseout.
On July 31, 2024: Call history reports will no longer be available to you in Google Business Profile. The Chat (Messages) feature will be removed in Google Business Profiles. You'll no longer receive new chat messages.
How will this impact my business?
Once the changes take effect, businesses will no longer have the option to use Google Messages as a means of engaging with customers via their Google Business Profile.
Call History tracking will no longer be available in Google Business Profile.
What can I do?
Businesses should ensure that their Google Business Profiles are up-to-date. Customers can often find the answers they need on the profiles via direct website links, descriptions, photos, questions & answers, Google Posts, etc.
Consider using other messaging channels like WhatsApp, Facebook Messenger, or integrating live chat features on branded websites to continue supporting your customers.
There are no impacts to customers wanting to contact you by phone from you Google Business Profile. Although the call history log will no longer be recorded, you will still have access to see other metrics such as Click-to-Call performance on your GBPs.
Expected Uberall Changes
On July 31, 2024 we will be making changes to the platform that align with Google's deprecation of the Messages feature. Here is what to expect:
- Removal of Google Messages Channel: Users will no longer be able to create a new setup for Google Messages.
- Reply field disabled: Users will no longer be able to reply to any existing Google Messages conversations.
- Remove Conversations Card in Dashboard: The dashboard will no longer display the metrics for Google Messages.
Other Messaging channels supported by Uberall such as Facebook Messenger and Web chat are unaffected by this change.
How can Uberall Help?
Our team is ready to help! Here's how we can support you during this transition:
Google Messages Conversation Export
Our team will gladly help with gathering your Google Messages Conversation History. Contact your Success Manager or our Support team and we can provide you with a .CSV or .JSON file export. Alternatively, you can visit Google Takeout to download your Business Messages History (also available for exporting Call History).
Google Messages History Deletion
We understand that privacy is important. If you would like to remove Google Messages History from our servers you can send a request to your Success Manager or our Support team.
Google Messages Analytics
Uberall provide an export of Google Console metrics prior to July 15. If you would like the export of these analytics please reach out to your Success Manager or our Support team.
Alternative Chat Solutions
Uberall offers a robust Messages solution that can help you bridge the gap when Google deprecates chat from your Google Business Profile. With Uberall's Messages product you can easily setup Facebook Messenger for your brand and locations pages on Facebook or setup a chat experience for your website and local pages. Paired with Uberall's AI-powered Message Assistant, Messages is a comprehensive solution that helps you to engage and manage conversations across both channels for all of your locations!
Google Resources