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Google Search and Maps can turn a local business result into a call, website visit, message, booking, reservation, or order—but the options shown vary by business and region. For business owners, the practical goal is to make the next step customers need both visible and reliable.
How a local Google result leads to customer contact
A Google Business Profile acts like a storefront in Search and Maps. It can show a business’s location, contact details, website, hours, photos, and reviews. A person searching “pizza near me” or “salons open now,” examples Google uses to illustrate local searches, may discover a relevant business and choose an available next step.
The profile does not guarantee that every contact button appears for every business. What customers see can depend on the profile, the business category, the region, and available links or features. Check the customer-facing profile rather than assuming that an option configured in the account is visible to everyone.
Which contact options can appear?
| Customer action | What the profile may offer | What the business should check |
|---|---|---|
| Call | A business phone number; a profile can have a primary number and up to two additional numbers. | Confirm the number reaches the right location, is controlled by the business, and is monitored during the hours shown. Google recommends a local number where possible. Google’s phone-number guidelines and profile editing guidance. |
| Text or WhatsApp | An optional contact option for eligible, claimed and verified profiles in select regions. | Confirm eligibility and regional availability. If both text and WhatsApp are configured, Google says only the text-message option displays. Google’s chat-contact guidance. |
| Visit a website | A link to the business website. | Make sure the destination represents the specific business location and helps visitors take the next step. Google’s profile information guidance. |
| Book or reserve | An appointment or reservation link, potentially including a link supplied by a third-party provider or Google data. | Check that the destination is appropriate, covers the location, and is currently available. Google’s documentation does not guarantee a particular provider. Google’s local business links guidance. |
| Order | Food-order or shopping-order links where relevant. | Verify that orders are accepted and that both first-party and third-party choices shown are current. Google’s local business links guidance. |
A profile may also link to a menu or service list. Choose contact options based on what customers need—such as a quick question versus a completed transaction—and on whether the business can keep the destination current and respond. Google’s reviewed guidance does not establish which channel converts best.
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Google Business Profile chat history is no longer available
Google ended native Business Profile chat and call history on July 31, 2024. Customers can still contact businesses through Search and Maps, and eligible businesses in select regions may add text or WhatsApp contact. Those options are not a continuation of the retired chat-history feature; availability depends on the profile and region. Google’s update on chat and call history and current chat-contact guidance.
Set up the profile so customers can act on it
- Claim and verify the profile. Use Google’s verification process before relying on profile edit controls. Google says verification is required for a business to show on Search and Maps and for profile edits to take effect. Google’s verification guidance.
- Review core details. Check the phone number, address or service area, hours, and website. Google may also use information from sources other than the owner, so inspect what customers actually see and use Google’s edit or correction options if details are wrong. Edit your Business Profile and how Google sources business information.
- Add eligible messaging contact, if useful. In the profile’s contact settings, configure text or WhatsApp if the option is available to the business. Then check the public-facing profile; the option is limited by region and profile eligibility, and adding both does not make both visible.
- Add the relevant transaction links. Review the appointment, reservation, food-order, or shopping-order link categories that fit the business. If multiple choices are listed, select a preferred link where that control is available. Google says some links may be provided by third parties or generated from automated data; remove an inappropriate link using the documented profile controls. Manage links on your Business Profile.
- Test each destination. Open the profile as a customer would and follow its call, website, booking, reservation, or order path. Confirm that the number, page, or service still reaches the intended location and accepts the action advertised.
Make the phone route and business location trustworthy
Google recommends using a number for the individual business location, under the business’s direct control, and a local number where possible. A central call center may be less suitable than a location-specific number. Google also disallows premium numbers and numbers or URLs that redirect people to unrelated landing pages or other businesses. Google’s phone and website guidelines.
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If the business serves customers at their locations and does not have a staffed, customer-facing storefront, follow Google’s service-area rules. A home-based operator who visits customers should generally hide the residential address rather than display it as a storefront. Google’s address and service-area guidance.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Choose options the business can maintain
A contact method only helps when it leads to the right place and someone can act on it. Match the profile’s options to the business’s actual workflow: calls for conversations that need a person, a website for details or self-service, and booking or ordering links when customers can complete that transaction online. Review the public profile and its destinations whenever hours, locations, services, or providers change.
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