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Use the Notifications area in the Local Services Ads lead inbox to change email alerts and who receives them. To let customers send message requests—or stop them—open Profile & budget and switch message leads on or off. These are separate controls: changing email alerts does not change customer contact options, and turning message leads off does not pause the ad.
If you are not sure which setting you need, start with the outcome: are you changing who gets an alert, changing how a customer can contact the business, or stopping the ad from running? The lead inbox handles all three, but in different places. This guide explains which control to use, how to change it, and what to check if an option is unavailable or an update does not appear right away.
Choose the setting that matches your goal
“Lead preferences” can mean several different things in Local Services Ads. Start with the outcome you want, because each control affects a different part of the account. In particular, distinguish an internal notification preference from a customer-facing contact option: changing who receives an email does not make a message option appear or disappear for customers.
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|---|---|---|
| Change which topics trigger email alerts, or who receives them | Notifications | Email preferences for an individual account user, or for accounts in a managed hierarchy |
| Let customers send message requests, or stop accepting them | Profile & budget | Whether the customer-facing message-lead option is available |
| Stop the ad from running | Profile & budget | Ad status, which is separate from message-lead availability |
| Change business or ad details | Profile & budget | Profile or account information; some edits require support or additional verification |
The steps below refer to the Local Services Ads lead inbox. Menu labels and the availability of individual features can vary with account eligibility, country, and business vertical. If a control described here is absent, that does not necessarily mean you are in the wrong place; the feature may not be available for the account or business type.
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A quick way to choose is to ask what should be different after the change. If a particular teammate should receive alerts, use Notifications. If a customer should or should not be able to submit a message request, use the message-leads toggle in Profile & budget. If the business needs its ad to stop running, change ad status separately. If the issue is an incorrect name, address, or other business detail, use the relevant profile-information control and be prepared for support or verification if Google requires it.
Change email notification preferences
Email notification preferences control which alerts an account user receives. Each user can set their own preferences, so changing your settings does not automatically change another user’s email alerts. If the purpose is to reroute alerts to a colleague, make sure you select that colleague’s email address; changing the settings associated with the signed-in user alone is not a substitute.
- Sign in to the Local Services Ads lead inbox.
- Open the menu and select Notifications.
- Open Notifications (This Account), then select the email address whose preferences you want to edit.
- For each notification topic, choose the desired option in the Email settings column.
Work through the topics that matter to your team rather than assuming one preference covers every kind of activity. The settings are organized by notification topic, so select the email address first and then review the corresponding Email settings choices. The intended result is an alert arrangement for that user; it does not change customer contact availability or account ad status.
Before leaving the page, verify both parts of the change: the selected email address and the notification topics you changed. This is especially useful when several people use or manage an account. If you only intend to adjust your own alerts, select your own address. If another team member is the intended recipient, choose that person’s address instead of relying on the fact that you are signed in as an administrator or account manager.
Change notification settings for accounts you manage
If you manage multiple accounts, use the hierarchy view to edit the relevant account or apply a topic preference across selected accounts. This is different from changing one user’s preferences in the current account: the hierarchy selector helps you identify which managed account or accounts the edit applies to.
- In Notifications, open the selector and choose Notifications (Full Hierarchy).
- To edit one account, select that account’s setting.
- To update several accounts together, select the accounts, choose Edit, and apply the notification-topic preference.
When making a single-account change, select that account’s setting and confirm that it is the account you meant to adjust. When applying a preference to multiple accounts, check the selection before using Edit; the scope is the selected accounts, not automatically every account in the hierarchy. If a managed account appears unchanged later, revisit the selector and check whether you edited Notifications (This Account) when you meant to use Notifications (Full Hierarchy), or whether the intended account was included in the multi-account selection.
Before saving or moving on, confirm that the selected email address or accounts are the ones you intend to change. A common source of confusion is adjusting the signed-in user’s alerts when the business actually needs a different team member to receive them. Another is assuming that a choice in one account automatically applies to every account the same person manages. The per-user and hierarchy choices serve different scopes, so check both the address and the account selection.
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Turn customer message leads on or off
The message-leads toggle changes whether customers can send a message request. It does not control whether email alerts about other lead activity arrive, and it does not pause the ad. Use this control when the desired change is specifically to accept or stop accepting customer message requests, rather than when the goal is to change the recipient of alerts.
- On a desktop computer, sign in to the Local Services Ads lead inbox.
- Open the menu and select Profile & budget.
- Switch the message leads toggle on or off.
- Allow a few hours for the change to appear on Google Search. Google describes this as an approximate delay, not a guaranteed refresh time.
After switching the option, keep the difference between the account setting and its appearance on Search in mind. The toggle is the control to change message-lead availability, but the customer-facing result may take a few hours to appear. A change that is not visible immediately should not be treated as proof that the wrong setting was changed; allow for the stated delay, then check the setting and eligibility if the option still does not appear as expected.
Google documents message-lead availability for businesses in the United States and Canada. The feature is not available to every vertical; Google’s lead-management guidance identifies healthcare and tax specialists among verticals for which message leads and some recording features are unavailable. Check the current eligibility guidance for your business type before relying on the toggle being present. Country eligibility alone does not guarantee availability for every business type.
If you want to stop all ad activity, do not rely on switching off message leads. That only addresses the message-request channel. The ad-status control is separate and is also in Profile & budget. Likewise, if your only concern is the volume or destination of email alerts, changing the message-leads toggle is not the way to route those alerts.
Choose how to receive message-lead alerts
Message-lead availability and message-lead notifications are related but distinct. The toggle controls whether customers can send messages; notification choices determine how the business is alerted when messages arrive. The business may want to keep message requests available while directing alerts to a monitored email address or phone, or may decide to disable message requests. Those are separate decisions.
- Message-lead notifications can be sent by email, SMS, or both.
- SMS notification availability is limited to the United States.
- The phone number used for notifications can be designated for alerts and does not have to be the business’s public phone number.
Do not assume that the notification number must match the number customers see or use to call the business. Google allows a designated phone number for alerts; it can be different from the business phone number. SMS has a country restriction, however: Google documents SMS notification availability only in the United States. Message-lead functionality itself is documented for the United States and Canada, so the availability of message requests and the availability of SMS alerts are not identical.
Choose contact channels your team can reliably monitor. Google says regularly failing to answer calls or messages may affect ad ranking; that is a reason to configure manageable lead channels, not a guarantee that changing a preference will cause a particular ranking change. The practical point is to avoid enabling a channel that nobody is prepared to review and respond to. A notification setting helps route alerts, but it does not answer a lead for you.
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Calls, messages, and bookings are not interchangeable settings. Google describes calls and messages as lead channels, while customers may also be able to book where that feature is available. Booking availability depends on country, vertical, and setup. If bookings are not part of the business’s setup, that does not prevent changing email alerts or message availability; booking is a separate capability.
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Pause the ad without confusing it with message settings
If the goal is to stop the Local Services ad from running, use the ad-status control in Profile & budget, rather than only switching off message leads. Message leads are one way customers can contact the business; pausing controls the ad itself. Turning messages off does not pause the ad, and pausing is not merely a way to silence message alerts.
Google notes that a free version of a listing may still appear when the ad is paused or outside its scheduled hours. Pausing therefore should not be treated as a promise that every form of business listing visibility will disappear. It changes the ad’s status, while the possibility of a free listing is a separate consideration.
Choose the control based on the scope you intend. If the business wants calls or other available lead activity to continue but no longer wants message requests, use the message-leads toggle. If it wants to stop the ad from running, change ad status. If it only wants fewer or differently routed email alerts, use Notifications. These settings can have different results even though they all affect the day-to-day handling of leads.
Edit business or ad information
For information changes, open Profile & budget, select the information you need to update, enter the new details, and save. Google says some changes require support and additional verification, and updates may take a few hours to appear.
Do not assume every contact or identity detail is directly editable from the lead inbox. For legal business-name or address changes, follow the support instructions specific to that field; some identity and account changes require documentation or assistance. A general profile-edit option is not a guarantee that every legal or account detail can be changed in the same way.
If the change is not reflected right after saving, allow time for it to appear. The stated timing is a few hours, not an exact promise. If Google requires support or additional verification for the particular field, follow that field’s instructions rather than repeatedly submitting the same information through a general profile control. Keep the distinction clear between changing contact preferences and changing the underlying business information: the former controls alerts or message availability; the latter may involve review or verification.
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What to check if a setting is missing or a change has not appeared
- The message-leads option is unavailable: Confirm the business is in the United States or Canada and check whether its vertical is eligible. Feature availability is not universal. Google identifies healthcare and tax specialists among verticals where message leads and some recording features are unavailable.
- You cannot select SMS alerts: Google documents SMS notifications only for the United States. Message availability in the United States and Canada does not mean SMS alerts are available in both countries.
- The wrong person still receives email alerts: Return to Notifications and select the intended user’s email address. Notification preferences are user-specific; changing your own email preference does not automatically change another user’s.
- A managed account was not updated: Check whether you edited Notifications (This Account) or intended to use Notifications (Full Hierarchy), and verify which accounts were selected before applying an edit.
- A customer-facing change is not visible immediately: Allow a few hours for changes to appear on Google Search. Google does not present that interval as an exact or guaranteed propagation time.
- A profile edit cannot be completed in the inbox: The particular field may require support or additional verification. Use the instructions for that field rather than repeatedly trying to change it through a general profile control.
- The ad is still running after message leads were switched off: That is expected if only the message-leads toggle was changed. Use ad status in Profile & budget if the goal is to stop the ad itself.
- A free listing remains visible after pausing: Google notes that a free version of a listing may appear while the ad is paused or outside scheduled hours. Ad status and all possible listing visibility are not the same thing.
- You are looking for a booking control: Booking leads are a separate feature whose availability depends on country, vertical, and setup. They are not required to update email notification or message-lead settings.
When troubleshooting, identify whether the problem is the setting itself, its scope, or the time it takes to show. For email, check the selected user and account scope. For customer messages, check the toggle, country, and vertical eligibility. For a paused ad, remember that a free listing may remain visible. For business information, follow any support or verification requirement associated with that specific field.
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The desktop lead inbox contains lead records and supports responding to leads and reviewing bookings. Google describes calls and messages as lead channels; customers may also be able to book where that feature is available. Booking leads are a separate capability whose availability depends on country, vertical, and setup, so they are not a prerequisite for changing notification or message-lead preferences.
After changing a setting, make sure the people responsible for responding know which channels remain available and where alerts will arrive. A notification preference only routes alerts; it does not itself reply to a lead, and disabling one customer contact channel does not automatically stop all other lead channels. If message requests are disabled, the ad may still be active, and other eligible lead channels may remain. If the ad is paused, a free version of the listing may still appear.
For a business with more than one account or responder, think through both the customer-facing and internal sides of the process. The message-leads toggle answers whether customers can submit message requests. The notification preferences answer which account user gets email topics, while SMS may be another alert option in the United States. The lead inbox is where the team can review lead records and respond, but the settings do not replace the need to monitor and handle the leads that arrive.
Keep the channel configuration aligned with actual coverage. Google notes that regularly failing to answer calls or messages may affect ad ranking, so choose channels the business can keep up with. This is not a promise that any one settings change will produce a particular ranking outcome; it is a reason to make sure the team knows which lead types it is accepting and where to look for alerts.
Frequently Asked Questions
Where do I change lead preferences in Google Local Services Ads?
Use the lead inbox. Open Notifications to change email notification topics and recipients. Open Profile & budget to control whether customers can send message leads, change ad status, or edit eligible business or ad information.
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How do I change who receives Local Services Ads email notifications?
In the lead inbox, choose Notifications, then Notifications (This Account). Select the email address you want to change and adjust the desired notification topics in the Email settings column. Each user has their own preferences.
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How do I change notifications for accounts I manage?
In Notifications, choose Notifications (Full Hierarchy). Select an individual account to edit its setting, or select multiple accounts, choose Edit, and apply the notification-topic preference to those selected accounts.
How do I turn message leads on or off?
On desktop, sign in to the Local Services Ads lead inbox, open Profile & budget, and switch the message leads toggle on or off. Allow a few hours for the change to appear on Google Search.
Does turning off message leads pause my ad?
No. The message-leads toggle controls whether customers can send message requests. Ad status is a separate control in Profile & budget. Google also notes that a free version of a listing may appear when the ad is paused or outside scheduled hours.
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Message-lead notifications can be sent by email, SMS, or both, but Google documents SMS availability only in the United States. The notification phone number can be designated for alerts and does not have to be the business’s public phone number.
Why can’t I find the message-leads option?
Google documents message-lead availability in the United States and Canada, but it is not available to every vertical. Check the current eligibility guidance for your country and business type; healthcare and tax specialists are among the verticals Google identifies as restricted for message leads and some recording features.
How long does it take for a settings change to appear?
Google says changes to message availability or profile information may take a few hours to appear. Treat that as an approximate interval rather than a guaranteed refresh time.
Can I edit any business contact detail directly in Profile & budget?
Not necessarily. Some business, identity, or account edits require support and additional verification. For legal business-name or address changes, follow the instructions specific to that field.
Are booking leads part of the message-leads setting?
No. Bookings are a separate lead capability, and availability depends on country, vertical, and setup. They are not required to change email notification preferences or message-lead availability.
The Bottom Line
Use Notifications to change which account user receives email alerts and which topics trigger them. Use Profile & budget to turn customer message requests on or off, or to change ad status separately. Message availability, SMS, and some profile edits vary by country, vertical, and verification requirements, so check eligibility and allow a few hours for updates to appear.
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