Google Business Profile Chat and Call History Going Away!

If your company uses a Google Business Profile (GBP), you might have recently received some concerning news, probably via email.

Google has informed business profile owners that it will be discontinuing call history and chat features associated with Google Business Profile.

The sudden change has created a sense of urgency among business owners and marketers, who now need to back up data and seek out alternative solutions quickly.

Key Dates for Google Business Profile Feature Discontinuation

July 15 (2024) – Visitors will be unable to initiate new chat sessions with your business on Google Business Profile.

July 31 (2024) – Call history will be removed from Google Business Profile reports, and users won’t be able to see or respond to any of the chats.

August 30 (2024) – Google will permanently delete all call history data. If you need to save any historical data, export it before the prescribed date.

How Can You Download Your Chat and Call Logs?

Google is offering a way to download your chat and call history before these features are discontinued. If you wish to preserve your records to integrate them into your other CR systems, you can follow the following steps to download the data –

Step #1 – Go to Google Takeout and select your Google Business Profile.

Step #2 – Select data types, and select the chat and call logs you want to save.

Step #3 – Download the archive by following the instructions to download the information to your storage.

Downloading the data is an absolute must because it gives you access to historical communication, which can be crucial for legal purposes or future reference.

How Losing the GBP Call History and Chat Feature Can Implicate Your Business?

The shutdown timeline for these features is quite rapid, especially compared to Google’s usual practice of providing extended notice periods for discontinuing services.

For many small businesses, the call history feature is crucial for tracking incoming calls, which makes it easier for them to connect with their potential customer base who discover them through Google.

The chat feature is even more valuable, offering a direct way for potential customers to message a business right from their Google Business Profile within Google Search.

Google’s removal of chat and call history features does present some concerns but it also gives an opportunity to reassess and enhance communication strategies. The areas that will be majorly affected by this new update include –

  1. Customer Experience – These features provided quick and effective customer communication, enhancing overall customer experience. Businesses must now seek alternative solutions to maintain this service level.
  2. Data Management – Downloading and securely storing data (chat and call history) is essential. Because of this reason, businesses have to look for ways to integrate this data into their existing CRM systems to ensure it remains accessible and useful. It’s also vital to regularly update data practices to meet privacy regulations.
  3. Workflow Adjustments – Without built-in chat and call functionalities, businesses might need to adjust their operational workflows. Training staff to use new tools efficiently will be crucial to make sure that there isn’t a lot of disruption in customer support.
  4. SEO and Marketing Strategies – The change will affect marketing and SEO strategies aimed at local listings and customer engagement. Businesses must –
    • Review Google Business Profile – Remove mentions of chat features and verify that all contact information is current.
    • Optimize Contact Details – Clearly list alternative contact details so that your customers can reach out whenever they require.

What are Some of the Alternatives?

After the announcement by Google, it has become a priority to find and adopt alternative communication tools. Let’s take a quick look at some of the options available to you –

  1. CRM Solutions – Modern CRM systems come equipped with built-in communication features, such as call and chat functionalities. You can try using solutions, such as Zoho CRM, Salesforce, or HubSpot that come with advanced features that integrate well with other aspects of your business.
  2. Dedicated Chat and Call Software – You can also look at platforms that focus primarily on call and chat services because they tend to provide superior user experiences and functionalities. A few tools include –
    • Intercom – Useful for customer support and messaging capabilities.
    • Drift – Enables conversational sales and marketing tools.
    • Tidio –Provides simple yet effective chat services, especially for SMEs.
  3. Social Media and Messaging Apps – You can also make use of social media platforms or other messaging apps to maintain direct customer communication. Here are some platforms to consider –
    • Facebook Messenger
    • WhatsApp Business
    • Instagram DM

Wrapping Up

The shutdown of call history and chat features is indeed some sort of a setback for small businesses, but it does present you with an opportunity to discover and leverage other communication channels that may be more advanced.

The best way to deal with this challenge would be the manage the transition well, secure every bit of historical data, and continue working on your customer service. Make this change a way for you to make the most of innovative technologies that have the power to improve your customer interactions and business efficiency at the same time.



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