A Guide to Mastering Google My Business Chat for Your Business

In today’s digital age, customers expect instant communication and convenience. That’s where Google My Business Chat comes in, offering a powerful tool for businesses to connect directly with potential and existing customers on Google Search and Maps. But mastering this feature requires more than just turning it on. Let’s dive into a comprehensive guide to turn your Google My Business Chat (also known as Google My Business Message) into a customer engagement goldmine.

What is Google’s Business Chat or Messages?

This is a direct messaging feature integrated within Google My Business profiles. Customers can initiate chats directly from your Google Search or Maps listing, eliminating the need for them to switch apps or find your website. It enables real-time, one-on-one conversations with potential and existing customers about appointments, bookings, questions, and inquiries.

This feature is currently free and available to all businesses with a Google My Business profile.

Why Google Business Chat is a Must-have for Local Businesses?

Increased Accessibility and Convenience

  • Customers are already there: Potential customers are actively searching for local businesses on Google Search and Maps. Having a chat feature directly on your profile makes it effortless for them to connect with you, eliminating the need to visit your website or find your contact details.
  • Instant communication: Today’s customers expect immediate responses. Chat allows you to engage with them in real-time, addressing their questions and concerns quickly and efficiently. This can be especially crucial for time-sensitive inquiries or impulsive purchase decisions.
  • 24/7 availability: Unlike phone calls or emails, chat can be accessed outside of business hours. This caters to customers who prefer to connect after work or on weekends, potentially converting leads you might have otherwise missed.

Improved Customer Service and Engagement

  • Personalized interactions: Chat fosters personalized conversations where you can understand specific needs and offer tailored solutions. This builds trust and strengthens customer relationships.
  • Proactive approach: You can proactively reach out to customers who initiate chats, offering assistance or highlighting relevant promotions. This demonstrates attentiveness and increases engagement.
  • Reduced friction: Chat removes the barrier of phone calls or lengthy email exchanges, making communication effortless and convenient for both parties. This can lead to higher conversion rates and improved customer satisfaction.

Competitive Advantage and Visibility

  • Stand out from the crowd: Not all local businesses have adopted chat yet. Offering this feature makes you stand out from your competitors and positions you as a tech-savvy, customer-centric business.
  • Enhanced Google My Business profile: Having an active chat feature can positively impact your Google My Business ranking, increasing your visibility in local search results and attracting more potential customers.
  • Direct booking and appointments: Chat allows customers to schedule appointments or bookings directly through the platform, streamlining the process and increasing conversion rates.

Additional Benefits

  • Gather valuable feedback: Chat interactions provide valuable insights into customer needs and pain points, helping you improve your offerings and address customer concerns effectively.
  • Cost-effective solution: Google Business Chat is currently free to use, making it an accessible tool for businesses of all sizes.
  • Scalable for growth: As your business grows, you can manage multiple chat conversations using team messaging features or chatbots, ensuring continued efficient communication.

How does Google My Business Messaging Work?

Google My Business messaging, also known as Google My Business Chat, offers a direct messaging channel between local businesses and potential or existing customers through their Google My Business profile. Here’s how it works:

For Potential Customers

  1. Discovery: They find your business listing on Google Search or Maps.
  2. Initiation: A “Message” button appears on your profile, encouraging them to start a conversation.
  3. Chat interface: The conversation takes place within a Google messaging interface accessible on web, Android, and iOS devices.
  4. Communication: They can send messages and inquiries directly to your business.

For Businesses

  1. Notifications: You receive a notification for each new message, alerting you to customer contact.
  2. Management: You can read and respond to messages through the Google My Business dashboard or mobile app.
  3. Personalization: Respond directly to customers, addressing their inquiries, offering assistance, or providing additional information.
  4. Integration: You can integrate chat with your CRM system for streamlined customer data management.

Technical aspects

  • Messages are asynchronous, meaning both parties don’t need to be online simultaneously.
  • Businesses can set business hours for chat availability.
  • Basic features like image and location sharing are available.
  • More advanced features like chatbots and appointment scheduling are in development.

Overall, Google My Business messaging simplifies communication for both sides, offering convenience, real-time engagement, and improved customer service.

Here are some additional points to consider:

  • Google My Business messaging is currently free to use.
  • It’s important to respond promptly to messages to maintain customer satisfaction.
  • You can personalize your profile with photos, descriptions, and keywords to attract more potential customers.
  • Monitor and analyze your chat performance to identify areas for improvement.

How to Use Google My Business Chat/Messages Using GBPGM Tool

Regularly checking messages on your Google profile is extremely crucial for your business. we recommend you use GBPGM App to manage the messages. Here’s a step-by-step guide on how to use the Chat/Messages option in the GBPGM app:

Step 1: Access the GBPGM Dashboard

Log in to your GBPGM account using your Google Business Profile credentials to access the dashboard.

Step 2: Navigate to Messages

In the GBPGM dashboard, find the “Messages” tab. Click on it to access the Chat/Messages section.

google my business message tab in gbpgm tool

 Step 3: View and Respond to Messages

After clicking the Messages section, you’ll be redirected to your Google business profile where you will find all the messages received from potential customers. Click on a message to view its contents and respond promptly to inquiries or comments.

Step 4: Manage Message History

Keep track of your message history to ensure no customer inquiries go unanswered. You can view past conversations, making it easier to follow up on ongoing discussions.

manage gmb message history using gbpgm tool

Step 5: Enable Chat/Messages on Google Profile

Let potential customers know that they can reach out to you through the Chat/Messages option by enabling it on your Google Business Profile. This encourages more customers to initiate conversations with your business.

enable chat option on google profile

download from google play store GBPGM

Best Practices to Use Google My Business Chat or Messaging 

When it comes to mastering Google My Business Chat or Messaging (the distinction being minor for best practices), prioritizing promptness, personalization, and clear communication are key. Here are some best practices to keep in mind:

Response Time is Crucial

  • Aim for lightning-fast replies: Customers expect instant communication, so strive to respond within minutes. Delays can create frustration and lose you potential business.
  • Set response time expectations: If instant replies aren’t always possible, inform customers of your average response time to manage expectations.
  • Utilize auto-greetings: Set an automated message acknowledging receipt of their message and estimated response time, showing you’re actively engaged.

Personalize the Experience

  • Address customers by name: It adds a human touch and fosters a sense of connection.
  • Actively listen and tailor solutions: Take the time to understand their needs and provide relevant, personalized assistance.
  • Go beyond yes/no questions: Encourage open-ended questions to delve deeper into their needs and offer comprehensive solutions.

Clarity and Expertise Matter

  • Use clear, concise language: Avoid jargon and ensure your message is easily understood.
  • Demonstrate your knowledge: Use your expertise to answer questions confidently and build trust.
  • Proofread before sending: Typos and grammatical errors create a negative impression.

Convert Leads into Customers

  • Offer appointment booking: Make it easy for customers to schedule appointments or consultations directly through chat.
  • Promote special offers: Share relevant discounts or deals to incentivize purchases.
  • Gather feedback: Use chat to understand customer experiences and improve your offerings.

Additional Tips for Mastery

  • Train your team: Ensure your staff is well-versed in using chat and delivering exceptional customer service.
  • Monitor and analyze: Track key metrics like response times, chat volume, and customer satisfaction to identify areas for improvement.
  • Leverage automation: Utilize automated greetings, FAQs, and chatbots to handle frequent inquiries and free up your team for more complex interactions.
  • Integrate with your CRM: Connect your chat with your CRM for seamless customer data management.

Google My Business Messaging Welcome Message Examples


  • “Hi there! Welcome to [Restaurant Name]! Want to know our daily specials or book a table? Just ask! “
  • “Hey there! Feeling hungry? We’re ready to take your order through chat! Tell us your cravings and we’ll whip something up! ‍”

Retail Store:

  • “Hi! Thanks for reaching out to [Store Name]! Looking for a specific item? Ask us anything!”
  • “Hey there! Welcome to [Store Name]! What questions can we answer about our latest collection? “

Hair Salon:

  • “Hi there! Welcome to [Salon Name]! ‍♀️ Looking for a new style or need an appointment? We’re here to help! “
  • “Hey there! Need some hair inspo? Ask us about our services, stylists, or book your next appointment through chat! “

Fitness Studio:

  • “Hi! Thanks for reaching out to [Studio Name]! Ready to sweat? Let us know if you have any questions about our classes or want to book a spot! “
  • “Hey there! Welcome to [Studio Name]! ️‍♀️ Need help finding the perfect workout or booking a class? We’re here to guide you! “


  • “Hi! Need a plumbing hero?‍♀️ [Plumber Name] here! What’s your plumbing emergency? “
  • “Hey there! Leaky faucet or clogged drain? [Plumber Name] can fix it! Just tell us what’s happening and we’ll be there ASAP! “


  • Personalize: Use greetings and language relevant to your business and target audience.
  • Offer help: Clearly state what you can assist with in the initial message.
  • Call to action: Encourage customers to ask questions or take a specific action.
  • Be responsive: Aim to reply promptly to maintain customer engagement.

download from google play store GBPGMConclusion

In today’s competitive landscape, building genuine connections with your customers is paramount. Google My Business Chat offers a powerful tool to do just that, enabling real-time conversations, personalized engagement, and convenient solutions – all directly within your Google Search and Maps listing. By implementing the strategies explored in this guide, you can transform your chat interactions into a customer acquisition and retention machine.

Remember, mastering Google My Business Chat is an ongoing journey. Continuously monitor your performance, refine your approach, and embrace new advancements like the GBPGM tool to manage your chat efficiently. By staying invested in creating exceptional customer experiences through chat, you’ll not only solidify your online presence but also cultivate loyal customers who advocate for your brand.

Start your chat mastery journey today and unlock the full potential of this powerful tool for your business success!

FAQs on Google My Business Chat

1. What is Google My Business Chat and how does it work?

Google My Business Chat allows customers to message your business directly from your Google Search and Maps listing. You can then respond to their inquiries and offer assistance in real-time.

2. Is Google My Business Chat free to use?

Yes, Google My Business Chat is currently free for all businesses with a Google My Business profile.

3. Do I need special software to use Google My Business Chat?

No, you can access and manage your chats directly through the Google My Business dashboard or mobile app.

4. What benefits does Google My Business Chat offer my business?
  • Increased customer engagement
  • Improved customer service
  • Increased conversion rates
  • Enhanced brand image
  • Valuable customer insights
5. What is the GBPGM tool and how can it help me manage Google My Business Chat?

The GBPGM (Google Business Profile Google Messages) tool is an external platform that offers advanced features for managing your Google My Business Chat, such as assigning chats to different team members, setting automated responses, and tracking performance metrics.

6. Is the GBPGM tool free to use?

The GBPGM tool offers both free and paid plans. The free plan provides basic features, while the paid plans offer more advanced functionalities.

7. Do I need technical expertise to use the GBPGM tool?

No, the GBPGM tool is designed to be user-friendly and can be easily navigated by businesses of all sizes.

8. How quickly should I respond to messages in Google My Business Chat?

Aim to respond within minutes whenever possible. Customers expect prompt communication, and fast response times can positively impact customer satisfaction.

9. What are some tips for writing effective welcome messages for Google My Business Chat?
  • Be friendly and welcoming.
  • Offer help and highlight your services.
  • Use a call to action.
  • Personalize your message if possible.
10. How can I measure the success of my Google My Business Chat?

Track key metrics like response time, number of messages, customer satisfaction ratings, and website traffic generated from chat interactions.

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Priti is a mompreneur, blogger and digital marketer. She is a co-founder of InfoTalks. Passionate about internet marketing and love to share the same in the form of blogs.

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