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You can add a WhatsApp contact option to an eligible Google Business Profile, but the resulting conversation is handled in WhatsApp—not in a Google Business Profile inbox. Set up the link, test where it opens, and use a clear routine to record and follow up on each lead.
How Google Business Profile WhatsApp contact works
A customer who taps the WhatsApp option on your profile is handed off to WhatsApp to start a conversation with your business. Google’s former Business Profile chat and call-history features ended on July 31, 2024, so this is not a return of Google’s old inbox. You manage the conversation through your business’s WhatsApp account and any workflow you use to track inquiries. WhatsApp explains the click-to-chat handoff, and Google describes the retirement of its chat and call-history features.
How to add WhatsApp to your Business Profile
Google’s documented setup applies to a claimed and verified profile, and the Chat option is available only in select regions and may not appear for every profile. You also need a valid WhatsApp Business number and its click-to-chat URL. WhatsApp says the number should use international format.
- Sign in to the Google account that manages your claimed and verified Business Profile.
- Open the profile editor and select Edit profile > Contact.
- Under Chat, choose WhatsApp and enter your WhatsApp click-to-chat URL.
- Save the change. Follow Google’s Business Profile chat setup instructions and WhatsApp’s instructions for creating a link from a Google Business Profile if you need help locating or preparing the link.
- Find your profile in Search or Maps as a customer would, tap the WhatsApp option, and confirm that the correct business account opens.
If Chat is missing, Google’s guidance does not promise that every profile can enable it: availability depends on region and profile. If you configure both SMS and WhatsApp, Google says customers see only the text-message option. Choose the channel you want customers to see rather than assuming both will be displayed.
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How to organize and respond to incoming leads
WhatsApp Business is a free-to-download app for Android and iPhone. WhatsApp describes tools including a business profile, contact lists for organizing contacts and finding chats, and messaging features for responding to customers. Those are useful basics, but they do not amount to a universal lead-scoring or response-time system. See WhatsApp’s overview of WhatsApp Business.
For each inquiry, use a lightweight process your team can follow consistently:
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- Identify what the person is asking for and which service or location the inquiry concerns.
- Record the requested service and agreed next step in your normal business records; do not rely on the chat alone as the only record if others need to act on it.
- If more than one person handles inquiries, make clear who owns the response or follow-up.
- Continue the conversation in WhatsApp and record whether the next step was completed.
Keep the WhatsApp business profile accurate so customers can identify the business they contacted. WhatsApp provides guidance on business profile information in its business profile help.
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Choose the setup method that fits your business
| Choice | Best fit | Important limitation |
|---|---|---|
| WhatsApp rather than SMS | Use it when WhatsApp is the channel your business can reliably monitor and wants customers to use. | Chat availability depends on Google’s region and profile eligibility. If SMS and WhatsApp are both configured, Google says only SMS is shown. |
| SMS rather than WhatsApp | Use it when text messages are the intended customer route and the business can monitor them. | It does not send the customer into a WhatsApp conversation. |
| Profile editor | Use Edit profile > Contact > Chat for a direct change to one profile. | The WhatsApp option may not be available for that profile or region. |
| Google Business Profile API | Consider it for authorized technical or multi-location administration that needs to add, update, or delete WhatsApp and text URL attributes. | Google’s API documentation lists a Business Profile account/location and authorization credentials as prerequisites. See Google’s WhatsApp and Text URL API documentation. |
What to check if the WhatsApp option does not work
- Chat is not available in the editor: Google limits availability to select regions, and an eligible region does not guarantee the option for every profile.
- Customers see SMS instead: Check whether both SMS and WhatsApp are configured. Google says SMS is the only option displayed when both are set.
- The wrong account opens or the link fails: Verify the click-to-chat URL and confirm that it points to the intended, valid WhatsApp Business number in international format. Test from the customer-facing profile in Search or Maps.
- Staff cannot find or act on a lead: Use WhatsApp Business’s contact organization tools and record ownership and next steps in the business’s normal records.
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