More customers would rather send a quick message than make a call, and Google has been leaning into that — Google replaced its built-in chat with WhatsApp and text-message contact options instead of its old built-in chat. Handled well, those quick messages become booked jobs. Handled slowly, they become missed ones.
Only turn it on if you’ll answer
Messaging is powerful only when someone actually replies. If a message sits for hours, it hurts more than it helps. Turn it on when you can respond quickly during business hours — and lean on the shift to WhatsApp and text, which land where you already look.
Reply fast and keep it human
The business that answers first usually wins the job. A prompt, friendly reply — even just “Happy to help, what do you need?” — keeps the conversation alive. Save a few quick replies for common questions so you’re never starting from scratch.
Move it toward a booking
Chat is the start, not the finish. Once you understand what the customer needs, guide them to the next step: a booking link, a time to call, or a quick quote. The goal is to make saying yes easy while the interest is fresh.
Can’t reply fast? Automate it or leave it off
Google’s old built-in chat (and its “typically replies within” badge) ended on July 31, 2024. Today the message options point to your own WhatsApp or text number, so customers judge you by how fast you actually answer. If you can’t reliably reply within an hour or two, leave the option off, or route messages into an automated system that replies instantly and hands the conversation to you. An unanswered message tells a ready-to-buy customer you’re not paying attention.
Want a simple message-to-booking flow?
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