Plan requirement
| App | Google My Business |
| Subscription | Any Zendesk Support plan |
| Access | Admin |
Google ended Business Messages in July 2024. What that means for the app, and what you can still do with Google Business Profile.
Can I still use Google Business Messages?
No. Google Business Messages no longer exists. Google closed the service on 31 July 2024, so there is nothing left for the app to connect to. This is not something we chose to leave out.
What Google closed
Business Messages let customers start a chat from a Google search result or from a listing on Maps. Google announced the closure in 2024 and switched the entry points off; existing conversations stopped working on the same date.
Google has taken its retirement notice down, so there is nothing to link to. The Business Profile help covers what remains.
What the app still does
The parts of Google Business Profile that survived are the ones the app is built on:
- Reviews. New reviews arrive as tickets, and your reply goes back to Google.
- Ratings. Stars without text, by the same route.
- Multiple locations. Each location is tagged so you can route and report per store.
Questions and answers went the same way as chat: Google switched that off in November 2025, so no new question tickets arrive either.
If you were looking for chat
Customers who used to message you through Google now arrive somewhere else, usually your website or your phone number. Messaging in Zendesk covers the website side, and it is worth checking that the number and the link on your Google listing still point where you want them to.
What to check on your listing
After the closure, a listing that still advertises chat sends people to a dead end. Open your Business Profile and confirm the contact routes on it are ones you answer.
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