How to Set Up Google Business Profile Messaging

Google Business Profile messaging lets customers send you a text directly from your listing in Google Search and Google Maps. You turn it on from your GBP dashboard, write a welcome message that sends automatically when someone starts a chat, and then respond within 24 hours to keep the feature active. Most local businesses have not turned this on. That means a Message button on your listing gives you a contact channel your competitors are not offering.

This guide covers how to enable messaging, write an effective welcome message, set up auto-replies, and manage incoming messages without letting response time slip.

What Google Business Profile Messaging Does

When messaging is turned on, a Message button appears next to your Call and Website buttons in Google Search and Maps. Customers tap it, type a question, and the message lands in your GBP inbox. You reply from the Google Maps app or from business.google.com. The conversation stays in that thread, so there is a full record of what was said.

Messages do not go to your phone number or email by default. You need the Google Maps app installed on your phone with notifications turned on, or you need to check the GBP dashboard regularly. Missing messages is the most common problem with GBP messaging, and it is the reason Google will disable the feature if your response rate drops too low.

For a broader look at how your profile drives local discovery, see the GBP optimization guide for 2026.

How to Turn On GBP Messaging

There are two ways to enable messaging. Use whichever you have access to.

Writing Your Welcome Message

The welcome message sends automatically the moment a customer opens a chat with your business. It is the first thing they see. A generic welcome message says nothing. A specific one tells the customer they reached the right place and sets an expectation for when you will reply.

To set your welcome message, open the Messages section in your GBP dashboard, look for Welcome message or Automated response, and enter your text. Save it before leaving the page. This message does not replace a real reply. It buys you time and keeps the customer from feeling ignored while you get back to them.

Setting Up Auto-Replies

Auto-replies are separate from the welcome message. They are keyword-triggered responses you can set up for common questions. If most of your incoming messages ask about your hours, your pricing structure, or your service area, an auto-reply can answer those before you need to respond manually.

The 24-Hour Response Rule

Google requires that you respond to every message within 24 hours. If your response rate falls below what Google considers acceptable, you will receive a warning in your GBP dashboard. If it continues to drop, Google will automatically turn off messaging for your profile. You will not lose ranking for this, but you will lose the contact channel.

The fastest way to protect your response rate is to combine three things: a welcome message, at least two or three auto-replies covering your most common questions, and push notifications enabled on the Google Maps app. With those in place, no message sits unanswered for hours while you are working.

What to Say When You Reply

Keep your manual replies short and direct. Customers who message a local business from Google Maps are usually in the research phase. They want a quick answer, not a paragraph. If the answer is complex, give the short version and offer to continue by phone.

• Answer the specific question first. Do not start with "Great question" or "Thanks for reaching out."
• Include your name so the message feels personal, not automated
• If the question leads to a booking or a quote, give a next step: "Call us at X" or "Visit our site at Y to see pricing"
• Never paste a link without explaining what it is. "Here is our service area map: [link]" works. A bare link does not.
• Do not copy and paste identical replies. Google and customers both notice templated responses.

For tips on what to post on your profile to reduce incoming questions, see the guide on what to write in GBP posts.

Should You Turn Off Messaging if You Can't Keep Up?

Yes. If you cannot realistically check messages at least once per day, turn messaging off. A profile with messaging disabled is better than a profile where Google has auto-disabled it due to a poor response rate. You can re-enable it whenever your capacity changes. The setup takes about two minutes.

Businesses that should strongly consider enabling it: service businesses where customers need a quick quote or availability check, businesses with off-hours inquiries where a call would go to voicemail anyway, and any business where a competitor has messaging turned off. That last one is an easy way to offer a contact option they are not providing.

Frequently Asked Questions