Google Business Profile Chat will be discontinued starting July 31 next year. Through this feature users can send text messages directly to the owner of a business through Google Search and Google Maps. Starting July 15, new conversations by customers will no longer be possible. If a customer has ever contacted a business using Google Business Profile Chat, a notification will be sent stating that the feature will be discontinued.
Business owners are advised to provide an alternative way to be contacted through the business profile. Phone number information and the feature to make direct phone calls through the business profile link are still available. Google did not say why Google Business Profile Chat was discontinued.
Based on personal experience, we realize businesses in Malaysia rarely use this feature. Messages sent are often not answered. Making a phone call or sending a direct message via WhatsApp using the listed phone number is much faster.