Google Business Profile Chat and Call History Removed — Best Alternatives for Indian Businesses

Quick answer: Google stopped new Business Profile chats from July 15, 2024, ended chat completely on July 31, 2024, and removed call history from profiles at the same time. Customers can still call you, get directions and visit your website from Google. Most Indian businesses replaced chat with WhatsApp: use the same number on Google and WhatsApp Business, add a WhatsApp link on your website, and reply quickly with quick replies and a catalogue.

For a few years, customers could tap "Chat" on a Google listing and message the business directly. Many shops never answered those chats; others relied on them. Either way, the feature is gone, and enquiries now come through calls, WhatsApp and websites.

What changed

• Late May 2024: Google emailed businesses about the change.
• July 15, 2024: customers could no longer start new chats from Google Maps or Search.
• July 31, 2024: chat ended completely, and call history disappeared from Business Profiles.
• Businesses were told they could export chat and call history through Google Takeout for a limited time.

Customers can still find and contact businesses through calls, directions, website links and the information on the profile.

How customers contact you from Google now

1. Call button — the most used action for service businesses.
2. Directions — the most used action for walk-in shops.
3. Website — where you can add WhatsApp, booking and order buttons.
4. Booking / appointment links for eligible categories — see our booking links guide.

The WhatsApp setup that replaces chat

1. Use WhatsApp Business on the same number shown on Google (or clearly list both).
2. Add a "Chat on WhatsApp" button on your website using a wa.me link — build one with our WhatsApp link generator.
3. Set quick replies for hours, location, prices and your review link.
4. Add a catalogue with photos and prices.
5. Set an away message for after hours.

Read our full WhatsApp + Google guide for templates.

Track enquiries without call history

With call history gone, you need your own simple tracking:

• Performance tab: Google still reports the number of calls made from your profile.
• Ask "How did you find us?" on every new enquiry and note it.
• UTM-tagged website link to see visits from Google in your analytics.
• A separate number for Google (optional): some businesses use a dedicated number on the profile to count Google calls precisely. Keep it consistent everywhere once chosen.

Answer the phone better

The call button now carries most of the enquiry load:

• Make sure the number on Google is answered during business hours.
• Add a second number if your main line is often busy.
• Return missed calls within the hour — a missed call is often a lost customer to the next listing.

Frequently asked questions

Can I turn Google chat back on?

No. Google discontinued the feature for Business Profiles.

Can I add a WhatsApp button directly to my Google profile?

Google has offered social and contact link options in some regions. Where unavailable, use your phone number (customers can WhatsApp it) and a WhatsApp button on your website.

Did removing chat affect ranking?

There's no indication it changed ranking. What matters is how many customers engage — calls, directions and website visits.

How does Chamko help with enquiries?

Chamko keeps your profile active and complete so it gets more calls and direction requests, and gives you WhatsApp review messages and QR codes in your language.