Google is ending its “Google Business Messaging” service, an instant messaging tool built into Google Maps. When users searched for a business on Google Maps or Google Search via phone, they saw options like “Call,” “Chat,” “Directions,” and “Website.” The “Chat” button launched a messaging interface within Google Maps, intended for businesses to handle customer service.
Barry Schwartz from Search Engine Land reported that Google is notifying businesses about the shutdown. Google’s support articles confirm that “Google Business Profile Chat” and “Google Business Messages” will end soon. Starting July 15, 2024, users can no longer start new chats, and both services will be fully shut down by July 31, 2024. Businesses can download past chat conversations via Google Takeout.
This Maps messaging service, introduced in 2017, initially used SMS or Google Allo for messaging. SMS was suitable for small businesses but not scalable for larger operations. Google Allo allowed multiple people to manage customer messages. However, with Allo’s shutdown in 2019, Google made Maps a standalone messaging service with its own interface.
In November 2018, Google updated Maps to include an instant messaging UI, removing the need for third-party apps. Messages became a main feature within Maps, and a new “Google My Business” app was introduced for managing customer service messages. Google also launched the “Business Messages API” for larger businesses to integrate with their customer management systems.
Google does not plan to replace this service, so the chat buttons in Maps and search will disappear. Instead, Google advises businesses to direct customers to other communication channels.
While Google exits the business messaging market, other tech giants continue their services. Apple has iMessage-based Messages for Business in Apple Maps, Meta offers WhatsApp Business Messaging and Facebook Messenger’s Meta Business Messaging, and standalone companies like Twilio remain active.
