Google Business Messages, Google's old built-in chat, shut down in 2024. Today a verified Business Profile can add a Chat option that opens a text message to a number you choose, or WhatsApp. SalesThumb doesn't connect to Google for this. You point the Chat option at your SalesThumb texting number or your connected WhatsApp, and the AI receptionist answers those messages like any other text or WhatsApp message.
Before you start
- Your Business Profile must be claimed and verified with Google.
- Google says chat options are available in select regions only, so the option may not show for your profile.
- You need a SalesThumb texting number (Settings → Texting) or a connected WhatsApp (Settings → Integrations → WhatsApp).
Get what to paste
- Go to Settings → AI receptionist.
- Under Where it answers, find Google Business Profile and click Set up.
- Copy your texting number, or your WhatsApp click-to-chat link if WhatsApp is connected. If you haven't set up texting yet, the guide links you to Settings → Texting.
Add it in Google
These are Google's steps, from its help article Chat with customers from your Business Profile. Google may change them.
- Go to your Business Profile at business.google.com.
- Click Edit profile, then Contact.
- Next to Chat, click Edit (the pencil).
- Open the Chat drop-down.
- Choose Text message or WhatsApp.
- Paste your texting number (for Text message) or your WhatsApp click-to-chat link (for WhatsApp).
- Click Save.
If you add both, Google shows customers only the Text message option.
Who answers
Chats from Google arrive as normal texts or WhatsApp messages in your Inbox. The AI answers them only while that channel's switch is on in Settings → AI receptionist: Texts for text messages, and the WhatsApp row for WhatsApp. The guide shows whether each one is on. With the switch off, your team answers.
WhatsApp only allows replies within 24 hours of the customer's last message. See Setting up the AI receptionist for chat and calls.
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