Practical guide · South African local businesses

A practical Google and WhatsApp guide for local businesses

Straightforward steps for South African business owners to claim and maintain a Google Business Profile, set up WhatsApp Business, and give customers a clear way to get in touch.

Start with details you can stand behind: your real business name, the places you serve, your current hours, and a contact channel someone will check. Google and WhatsApp features can vary by business and region, so use the options shown in your own accounts.

Claim and keep your Google Business Profile accurate

A Google Business Profile is for eligible businesses that meet customers in person during their stated hours, either at a location or in a local service area. Before starting, check Google’s eligibility guidance if you operate online-only or are unsure your business qualifies.

  1. Look for an existing profile first

    Sign in with the Google Account you want to use to manage the business. Search the business name and town on Google Search or Maps. If a profile already exists, follow Google’s claim or ownership steps instead of creating a second listing. If it does not exist, use Google’s add-a-business flow.

  2. Enter the details customers need

    Use the business name customers see in the real world and choose the category that best describes your main work. Add a current phone number, website, opening hours, and holiday hours. Show your address only if customers are served there; if you travel to customers instead, set the service areas you genuinely cover. Add clear descriptions of your services and current photos of your location, products, or work.

  3. Complete the verification Google offers

    Choose the verification option displayed in your profile and follow its instructions. Google determines which methods are available based on factors such as business type, public information, region, and hours; you cannot choose a different method. If Google asks for a video, plan to show the location and real evidence that you manage the business, while keeping private or sensitive information out of frame.

  4. Make a small maintenance routine

    Put a monthly reminder in your calendar to check the public profile against your current hours, contact details, service area, and services. Update it promptly when something changes, and review customer feedback so your replies are useful and accurate.

Set up WhatsApp Business for customer conversations

The WhatsApp Business App is a starting point designed for small businesses. WhatsApp also offers a Business Platform for other business needs; compare the current options if you need a more involved message setup.

  1. Install the app and verify a business number

    Get WhatsApp Business from the official app store for your device, open it, and follow the prompts to verify the phone number. Decide which number to use before you begin: the same number cannot be linked to WhatsApp Messenger and WhatsApp Business at the same time.

  2. Complete the profile customers will see

    Add a clear business description and the details you want customers to use, such as your address, opening hours, email, and website. Keep these in step with your Google profile and website. If you offer a small range of products or services, add accurate entries to your catalog so a customer can see what you mean when they ask.

  3. Choose who checks messages and when

    Decide who is responsible for incoming chats and set a response routine that fits your opening hours. Write down concise answers to common questions, such as your service area or how to request a quote, and keep them current. Do not advertise a response time that the business cannot meet.

  4. Share your business link where customers already look

    In the WhatsApp Business App, open Tools and choose Short link to copy the link created for your business. Add it to your website or relevant social profiles, or send it directly to a customer. Check the link yourself before sharing it widely.

Connect Google and WhatsApp where the option is available

Google lets some claimed and verified Business Profiles add WhatsApp or text messaging as a contact option. Chat availability is limited to select regions and may not appear for every profile.

  1. Check your profile’s contact settings

    Open the Business Profile and look under Edit profile, Contact, and Chat. If WhatsApp is offered, select it and enter your business’s WhatsApp click-to-chat URL, then save. Google’s menu labels can change, so follow the current help instructions if yours look different.

  2. Use another clear route if Chat is missing

    A missing WhatsApp choice can mean the feature is not available for that region or profile; it does not mean you should create a duplicate profile. You can still share the WhatsApp Business short link on your website or social profiles and tell customers which channel you monitor.

  3. Test the customer journey

    Open each public link on a phone and a computer. Confirm it reaches the right business profile or starts the intended WhatsApp conversation, and make sure someone on the team can receive and answer the message.

Official platform guidance

These links explain the platform rules and steps behind this guide. Menus and availability can change, so check the current instructions in your account.

Prepared by Kite & Kiosk for South African local business owners.