How to activate WhatsApp on Google My Business step by step

WhatsApp on Google My Business

How to integrate WhatsApp into Google My Business and attract more customers

Integrating WhatsApp into your Google My Business (GMB) profile allows customers to contact you directly from your business listing on Google, enhancing the user experience, customer service, and conversion rates. In this guide, we’ll walk you through how to set it up step by step, what benefits it brings, and how to scale this functionality using WhatsApp Business or WhatsApp Cloud API.

Why connect WhatsApp to your Google Business profile?

More and more people are using Google to find local businesses and decide who to reach out to. By adding WhatsApp as a contact channel on your profile, users can start a conversation directly from search results, reducing friction in the customer service process.

Main benefits

  1. Real-time conversations: Answer questions and handle requests without delays.
  2. Instant access: Skip forms and emails — users can reach you in one tap.
  3. Higher conversion rates: Engage with users at the exact moment of interest.
  4. Trust: Displaying an official contact channel builds credibility.
  5. Automation: Increase efficiency using WhatsApp Cloud API or WhatsApp Business tools.

Requirements

Before getting started, make sure you have the following:
  1. A verified business profile on Google.
  2. A phone number linked to an active WhatsApp account.
  3. A WhatsApp click-to-chat link (recommended if you’re not using the mobile app).

How to add WhatsApp to your Google My Business profile

Google allows businesses to configure a chat channel directly from their business listing. You can choose between SMS or WhatsApp as your preferred method of contact.

Steps to activate it

  1. Go to your Business Profile from your Google account (you can simply search for your business on Google).
  2. Click on Edit profile and select the Contact tab.
  3. In the Chat section, click the downward arrow.
  4. From the dropdown menu, select WhatsApp.
  5. In the number or URL field, enter:
    1. Your WhatsApp Business phone number, or
    2. Your WhatsApp click-to-chat link: https://wa.me/your-number 
  6. Click Save.

Important notes

  1. If you also enable SMS as a chat option, it will override WhatsApp and become the only visible option.
  2. You can use the same WhatsApp link across multiple business profiles.
  3. Currently, Google My Business does not provide performance metrics for this integration.

How to get the most out of this feature

Adding WhatsApp is just the first step. To achieve real results and scale your customer service, we recommend following these strategies:

Best practices:
  1. Automated messages: Set up quick replies or welcome messages to reduce wait times.
  2. Conversational flows: Design automated journeys using tools like WhatsApp Cloud API to guide customers from the first message to conversion.
  3. Segmentation: Use tags and lists to categorize customers based on their interests or stage in the buying process.
  4. Key metrics: Measure the performance of your conversations using indicators such as response time, conversion rate, and customer satisfaction.
  5. Personalization: Reply based on user intent to deliver meaningful and relevant experiences.

Why scale with WhatsApp Business or WhatsApp Cloud API?

If you're handling a high volume of messages or need to integrate WhatsApp with your CRM, automate tasks, or send broadcasts, it's advisable to upgrade to a professional solution.

With WhatsApp Cloud API, you can:
  1. Automate replies with intelligent chatbots.
  2. Manage multiple conversations from a single platform.
  3. Integrate with platforms like Zoho CRM, HubSpot, Shopify, and more.
  4. Send mass messages with advanced segmentation.
  5. Provide multilingual support and 24/7 customer service.

Final recommendations for integrating WhatsApp into your Google profile

Adding WhatsApp to your Google My Business profile is a tangible improvement in your customer touchpoints. This feature not only simplifies communication but also addresses an increasingly common need: getting quick responses through familiar, everyday channels.

Properly implementing this channel and combining it with tools like WhatsApp Cloud API allows organizations to optimize customer service and adapt their processes to a more conversational and efficient environment.ç
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If you want to dive deeper into how to scale your messaging strategy, you can book a demo with our team or explore other articles in our knowledge base.