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Set up supported customer messaging

Use supported WhatsApp or SMS contact options where available.

This lesson is ready to read and practise. English narration is awaiting production and source review; Thai narration follows next.

Understand

Messaging gives customers a way to contact a business when a supported WhatsApp or SMS option is available. First check which controls the actual profile offers and whether the business can maintain the chosen channel. These contact links are different from the retired Business Profile inbox and call-history features; do not look for those old tools as a completion step.

Confirm the destination number or link with the responsible owner, then inspect that the contact route opens correctly. You can test the destination without sending a message to a real business. Availability may vary, and an unavailable option is a valid result. Record the current field and destination separately from the team's response process; a working link does not establish that enquiries receive replies.

Practice example

A fictional shop offers a WhatsApp link. Check that it opens the owner-confirmed business contact, stop before sending a message, and record the destination test as practice rather than a real customer enquiry.

RIM coaching: Agree who handles messages and when. Keep unavailable features explicit; there is no required response-time promise or paid messaging tool in this lesson.

Read the original source below. Identify which features apply to your business and which facts you need to confirm before making changes.

Google source page

universal Track

Read the source

RIM learning guide•Google source page

Set up supported customer messaging

Google Business Profile Playbook 2026Original Google instruction

Practise

Which messaging setup matches the current playbook?

The retired native GBP chat inbox and call history.Available WhatsApp or SMS links that the business can respond through.Any contact number, whether or not it receives messages.

Apply to your business

Check available messaging options and the business's ability to respond. Test the chosen destination; do not enable retired GBP inbox or call-history features.

Keep proof of your work

A successful destination test and dated profile observation, or an explicit unavailable/not-applicable record.

A saved note is an owner report. Evidence is checked separately; keep drafts, applied changes and public observations distinct.

Check what changed

Review response handling with the responsible team member.

Your learning record

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