{"id":5141,"date":"2025-01-31T06:53:50","date_gmt":"2025-01-31T06:53:50","guid":{"rendered":"https:\/\/www.business-ereputation.com\/google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses\/"},"modified":"2025-04-25T09:19:02","modified_gmt":"2025-04-25T09:19:02","slug":"google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses","status":"publish","type":"post","link":"https:\/\/www.business-ereputation.com\/en\/google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses\/","title":{"rendered":"Google My Business integrates SMS and WhatsApp: a revolution for businesses?"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><span class=\"span-reading-time rt-reading-time\"><span class=\"rt-label rt-prefix\">Reading time :<\/span> <span class=\"rt-time\"> 3<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span><div class=\"fusion-text fusion-text-1\"><p><strong>Google My Business (GMB) continues to evolve, offering businesses new ways of communicating with their customers. From now on, SMS and WhatsApp messages can be directly integrated into GMB, enabling faster, smoother interaction. This novelty offers major opportunities for professionals wishing to improve their customer service and increase conversions. But how does this integration work, and what is at stake?   <\/strong><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_83 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\"><p class=\"ez-toc-title\" style=\"cursor:inherit\">Summary and contents of the page<\/p>\n<\/div><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.business-ereputation.com\/en\/google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses\/#SMS_and_WhatsApp_functionality_on_Google_My_Business\" >SMS and WhatsApp functionality on Google My Business<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.business-ereputation.com\/en\/google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses\/#Activating_messages_on_GMB\" >Activating messages on GMB :<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.business-ereputation.com\/en\/google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses\/#To_create_your_Whatsapp_link\" >To create your Whatsapp link :<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.business-ereputation.com\/en\/google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses\/#Business_opportunities\" >Business opportunities<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.business-ereputation.com\/en\/google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses\/#Improving_the_customer_experience\" >Improving the customer experience<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.business-ereputation.com\/en\/google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses\/#Optimized_conversion\" >Optimized conversion<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.business-ereputation.com\/en\/google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses\/#Comparison_with_other_channels\" >Comparison with other channels<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.business-ereputation.com\/en\/google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses\/#Limits_and_risks_to_anticipate\" >Limits and risks to anticipate<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/www.business-ereputation.com\/en\/google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses\/#Message_flow_management\" >Message flow management<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/www.business-ereputation.com\/en\/google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses\/#The_need_for_responsiveness\" >The need for responsiveness<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/www.business-ereputation.com\/en\/google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses\/#Data_protection\" >Data protection<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/www.business-ereputation.com\/en\/google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses\/#Conclusions_and_recommendations\" >Conclusions and recommendations<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/www.business-ereputation.com\/en\/google-my-business-integrates-sms-and-whatsapp-a-revolution-for-businesses\/#Practical_tips\" >Practical tips:<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"SMS_and_WhatsApp_functionality_on_Google_My_Business\"><\/span>SMS and WhatsApp functionality on Google My Business<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Google My Business now enables businesses to activate direct messaging via SMS and WhatsApp. Once this option has been configured, customers can send messages simply by clicking on a button visible on the company&#8217;s Google profile. <\/p>\n<h3><span class=\"ez-toc-section\" id=\"Activating_messages_on_GMB\"><\/span>Activating messages on GMB :<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ul>\n<li>Access your Google My Business account.<\/li>\n<li>Go to the &#8220;Messages&#8221; section.<\/li>\n<li>Activate messaging and choose between SMS and WhatsApp.<\/li>\n<\/ul>\n<p>SMS allows classic communication directly to the number entered, while WhatsApp offers a richer interface with the ability to share images, documents and interactive links.<\/p>\n<div id=\"attachment_4985\" style=\"width: 692px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" aria-describedby=\"caption-attachment-4985\" class=\"size-full wp-image-4985\" src=\"https:\/\/www.business-ereputation.com\/wp-content\/uploads\/2025\/01\/sms-whatsapp-googlemybusiness-interface.jpg\" alt=\"Accommodation details\" width=\"682\" height=\"556\" srcset=\"https:\/\/www.business-ereputation.com\/wp-content\/uploads\/2025\/01\/sms-whatsapp-googlemybusiness-interface-74x60.jpg 74w, https:\/\/www.business-ereputation.com\/wp-content\/uploads\/2025\/01\/sms-whatsapp-googlemybusiness-interface-200x163.jpg 200w, https:\/\/www.business-ereputation.com\/wp-content\/uploads\/2025\/01\/sms-whatsapp-googlemybusiness-interface-300x245.jpg 300w, https:\/\/www.business-ereputation.com\/wp-content\/uploads\/2025\/01\/sms-whatsapp-googlemybusiness-interface-400x326.jpg 400w, https:\/\/www.business-ereputation.com\/wp-content\/uploads\/2025\/01\/sms-whatsapp-googlemybusiness-interface-500x408.jpg 500w, https:\/\/www.business-ereputation.com\/wp-content\/uploads\/2025\/01\/sms-whatsapp-googlemybusiness-interface-600x489.jpg 600w, https:\/\/www.business-ereputation.com\/wp-content\/uploads\/2025\/01\/sms-whatsapp-googlemybusiness-interface.jpg 682w\" sizes=\"(max-width: 682px) 100vw, 682px\" \/><p id=\"caption-attachment-4985\" class=\"wp-caption-text\">Screenshot of contact information for an accommodation, including address, phone number and email address<\/p><\/div>\n<h3><span class=\"ez-toc-section\" id=\"To_create_your_Whatsapp_link\"><\/span>To create your Whatsapp link :<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Use https:\/\/wa.me\/&lt;number&gt;  where  &lt;number&gt;  is a complete telephone number in international format. Do not write zeros, brackets or hyphens when adding the phone number in full international format.<br \/>\nExamples:<br \/>\nUse: https:\/\/wa.me\/1XXXXXXXXXX<br \/>\nDo not use: https:\/\/wa.me\/+001-(XXX)XXXXXXX <\/p>\n<h2><span class=\"ez-toc-section\" id=\"Business_opportunities\"><\/span>Business opportunities<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3><span class=\"ez-toc-section\" id=\"Improving_the_customer_experience\"><\/span>Improving the customer experience<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Integrating WhatsApp and SMS into GMB reduces friction between companies and consumers. Customers get instant answers, improving satisfaction and building trust. <\/p>\n<h3><span class=\"ez-toc-section\" id=\"Optimized_conversion\"><\/span>Optimized conversion<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>A customer with a question about a product or service can now receive an immediate response, increasing the chances of conversion. Unlike emails, which are often ignored, SMS and WhatsApp enjoy a very high open rate. <\/p>\n<h3><span class=\"ez-toc-section\" id=\"Comparison_with_other_channels\"><\/span>Comparison with other channels<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>While emails and calls can seem intrusive or inefficient, instant messaging is more suited to modern expectations. WhatsApp in particular, being widely adopted, enables a natural and engaging conversation with customers. <\/p>\n<h2><span class=\"ez-toc-section\" id=\"Limits_and_risks_to_anticipate\"><\/span>Limits and risks to anticipate<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3><span class=\"ez-toc-section\" id=\"Message_flow_management\"><\/span>Message flow management<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>If the option is activated without a clear strategy, a company runs the risk of being overwhelmed by requests. An effective solution is to set up automatic responses to frequently asked questions. <\/p>\n<h3><span class=\"ez-toc-section\" id=\"The_need_for_responsiveness\"><\/span>The need for responsiveness<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Google encourages a rapid response or the function will be deactivated. It is therefore crucial to set up an efficient organization to manage these interactions. <\/p>\n<h3><span class=\"ez-toc-section\" id=\"Data_protection\"><\/span>Data protection<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Exchanges via SMS and WhatsApp do not have the same level of security as other platforms. Awareness of confidentiality rules is essential. <\/p>\n<h2><span class=\"ez-toc-section\" id=\"Conclusions_and_recommendations\"><\/span>Conclusions and recommendations<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The integration of SMS and WhatsApp into Google My Business represents a strategic step forward for companies wishing to improve their customer relations and increase their conversion rate.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Practical_tips\"><\/span>Practical tips:<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ul>\n<li>Quickly activate the function and test the various channels.<\/li>\n<li>Use automated responses and chatbots to optimize service.<\/li>\n<li>Train teams to ensure a rapid and effective response.<\/li>\n<\/ul>\n<p>Adopting this new feature helps you stand out from the competition and offer your customers a fluid, modern experience. Activate it now to boost your business!<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>SMS and WhatsApp messages can be directly integrated into GMB, enabling faster, smoother interaction. This new feature offers major opportunities for professionals wishing to improve their customer service and increase conversions.   <\/p>\n","protected":false},"author":1,"featured_media":5142,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_ayudawp_aiss_exclude":false,"footnotes":""},"categories":[111,106],"tags":[],"class_list":["post-5141","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-google-my-business-en","category-retailer-merchant"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6 (Yoast SEO v27.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer relations: Google My Business integrates SMS and WhatsApp<\/title>\n<meta name=\"description\" content=\"SMS and WhatsApp messages can be integrated directly into GMB, enabling faster, smoother interaction. 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