{"id":5204,"date":"2024-05-29T06:44:03","date_gmt":"2024-05-29T06:44:03","guid":{"rendered":"https:\/\/www.business-ereputation.com\/google-drops-chat-and-call-history-features-from-business-listings-what-merchants-and-vses-need-to-know\/"},"modified":"2025-04-25T09:18:09","modified_gmt":"2025-04-25T09:18:09","slug":"google-drops-chat-and-call-history-features-from-business-listings-what-merchants-and-vses-need-to-know","status":"publish","type":"post","link":"https:\/\/www.business-ereputation.com\/en\/google-drops-chat-and-call-history-features-from-business-listings-what-merchants-and-vses-need-to-know\/","title":{"rendered":"Google drops chat and call history features from business listings: what merchants and VSEs need to know"},"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\"><div class=\"fusion-text fusion-text-1\"><p><strong>You may have received an email alerting you (If you&#8217;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&#8217;s a summary of the upcoming changes and the steps you need to take to prepare. <\/strong><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 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-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.business-ereputation.com\/en\/google-drops-chat-and-call-history-features-from-business-listings-what-merchants-and-vses-need-to-know\/#Key_dates_to_remember\" >Key dates to remember<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.business-ereputation.com\/en\/google-drops-chat-and-call-history-features-from-business-listings-what-merchants-and-vses-need-to-know\/#Impact_for_retailers_small_businesses_and_groups\" >Impact for retailers, small businesses and groups<\/a><ul class='ez-toc-list-level-4' ><li class='ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.business-ereputation.com\/en\/google-drops-chat-and-call-history-features-from-business-listings-what-merchants-and-vses-need-to-know\/#Whats_new\" >What&#8217;s new<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.business-ereputation.com\/en\/google-drops-chat-and-call-history-features-from-business-listings-what-merchants-and-vses-need-to-know\/#Whats_left\" >What&#8217;s left<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.business-ereputation.com\/en\/google-drops-chat-and-call-history-features-from-business-listings-what-merchants-and-vses-need-to-know\/#What_next\" >What next?<\/a><\/li><\/ul><\/nav><\/div>\n<h3><span class=\"ez-toc-section\" id=\"Key_dates_to_remember\"><\/span>Key dates to remember<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ul>\n<li><strong>July 15, 2024<\/strong>: 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. <\/li>\n<li><strong>July 31, 2024<\/strong>: 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.  <\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Impact_for_retailers_small_businesses_and_groups\"><\/span>Impact for retailers, small businesses and groups<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<h4><span class=\"ez-toc-section\" id=\"Whats_new\"><\/span>What&#8217;s new<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<ul>\n<li>New chat conversations will cease on July 15, 2024.<\/li>\n<li>Complete removal of chat functionality and call history on July 31, 2024.<\/li>\n<\/ul>\n<h4><span class=\"ez-toc-section\" id=\"Whats_left\"><\/span>What&#8217;s left<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<ul>\n<li>Customers can always find and contact your business via Google Search and Maps.<\/li>\n<li>Links to your website, description of your establishment, photos and other content shared on your listing will remain available.<\/li>\n<li>You will still be able to receive calls from your establishment file (Call button).<\/li>\n<li>Track engagement metrics such as web traffic or route requests.<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"What_next\"><\/span>What next?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ol>\n<li><strong>Download history<\/strong>: Use Google Takeout to download your previous discussions and call history before the deadline.<\/li>\n<li><strong>Redirect customers<\/strong>: Inform your existing customers about alternative means of communication, such as e-mail or alternative messaging applications.<\/li>\n<li><strong>Maintain commitment<\/strong>: Keep updating your business listing with relevant information, photos and descriptions to maintain a strong online presence.<\/li>\n<\/ol>\n<p>There are still a lot of unanswered questions: for example, <a href=\"https:\/\/www.business-ereputation.com\/en\/the-difference-between-faq-and-qa-in-google-my-business\/\">the automatic FAQ was linked to the chat<\/a>: will this feature continue to exist?<\/p>\n<p>By adapting to these changes, you can continue to use Google tools to effectively manage your business and stay connected with your customers.<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>You may have received an email alerting you (If you&#8217;re a business profile user), Google, has announced the removal of chat and call history functionality from business listings from July 31, 2024.<\/p>\n","protected":false},"author":1,"featured_media":5206,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_ayudawp_aiss_exclude":false,"footnotes":""},"categories":[111,70],"tags":[],"class_list":["post-5204","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-google-my-business-en","category-non-classifiee"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - 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