Google My Business Chat With Customers Test

Nov 28, 2016 - 7:41 am 2 by
Filed Under Google Maps

Local Hotel Lobby Google

Google is now testing a new feature in the Google My Business area that lets customers initiate a chat with your business from your local listing in Google search or Google Maps. This was first spotted by Dino Basaldella who posted it on Google+.

Here is a screen shot of the local knowledge panel with the "message" button and icon:

Google My Business Chat / Message With Customers

It says on the bottom the typical response time to get a message back from the business. In this case, it says 5 minutes, which seems very poor.

There is a help document that explains this is a pilot program for "a select group of business owners." You will be notified via email about this pilot, if Google chooses to contact you. It says:

Start chatting by clicking the link in the pilot invitation email from Google. Once you click through, you’ll see a step-by-step guide on setting up your Google My Business account for real-time messaging.

Make sure that you provide a phone number that can receive SMS messages and will be readily accessible for responding to customers.

Google powers this via SMS or their Allo app. I guess that is one way to get people to use Allo?

Google does offer messaging via AdWords ads - so maybe this is just an extension on that?

Forum discussion at Google+ & Local Search Forums.


Popular Categories

The Pulse of the search community


Search Video Recaps

Google Core Update Flux, AdSense Ad Intent, California Link Tax & More - YouTube
Video Details More Videos Subscribe to Videos

Most Recent Articles

Search Forum Recap

Daily Search Forum Recap: April 19, 2024

Apr 19, 2024 - 4:00 pm
Search Video Recaps

Search News Buzz Video Recap: Google Core Update Flux, AdSense Ad Intent, California Link Tax & More

Apr 19, 2024 - 8:01 am
Google Ads

Google Tests More Google Ad Card Formats

Apr 19, 2024 - 7:51 am
Google Search Engine Optimization

Google: It's Unlikely Your Rankings Dropped Because You Have Two Websites

Apr 19, 2024 - 7:41 am
Google Search Engine Optimization

Google: Indexing API May Work For Unsupported Content But...

Apr 19, 2024 - 7:31 am
Google Search Engine Optimization

Google: Are Hyphenated Domains Bad For Google Rankings?

Apr 19, 2024 - 7:21 am
Previous Story: Google Testing New Local Finder With Better Graphics