You may have received an email alerting you (If you’re a business profile user), Google, has announced the removal of chat and call history functionality from business listings from July 31, 2024. This news, while disappointing for some merchants and small businesses, is part of a strategy of continuous improvement of the tools offered by Google. Here’s a summary of the upcoming changes and the steps you need to take to prepare.

Key dates to remember

  • July 15, 2024: Customers will no longer be able to start new chat conversations with your establishment from Google. Ongoing conversations will be progressively closed, with notifications to affected customers.
  • July 31, 2024: Chat functionality will be completely removed from all Google business listings. In addition, call history will no longer be accessible. Customers will still be able to contact you via Google search and Google Maps.

Impact for retailers, small businesses and groups

What’s new

  • New chat conversations will cease on July 15, 2024.
  • Complete removal of chat functionality and call history on July 31, 2024.

What’s left

  • Customers can always find and contact your business via Google Search and Maps.
  • Links to your website, description of your establishment, photos and other content shared on your listing will remain available.
  • You will still be able to receive calls from your establishment file (Call button).
  • Track engagement metrics such as web traffic or route requests.

What next?

  1. Download history: Use Google Takeout to download your previous discussions and call history before the deadline.
  2. Redirect customers: Inform your existing customers about alternative means of communication, such as e-mail or alternative messaging applications.
  3. Maintain commitment: Keep updating your business listing with relevant information, photos and descriptions to maintain a strong online presence.

There are still a lot of unanswered questions: for example, the automatic FAQ was linked to the chat: will this feature continue to exist?

By adapting to these changes, you can continue to use Google tools to effectively manage your business and stay connected with your customers.