Why are automated calls from Google calling my business?

Why does Google use automated calls?

Google sometimes calls the phone number on your Business Profile. It has two main reasons.

The first reason is to keep your information correct. Google may call or text to confirm details such as your operating hours or whether you offer certain services. Google calls this a standard process. It does not affect your account standing.

The second reason is to act for a customer. A person uses Google Search or Maps to ask for something, and Google calls your business to complete the request. Businesses and customers can use this feature at no charge.

What do these calls ask about?

Customer requests can include these three things:

• Booking an appointment. The customer gives a preferred time and service type. Google then calls you to book it.
• Restaurant wait times. The customer asks Google to find out the current wait.
• Price and availability. The customer asks Google to confirm the price or stock of a product or service. If you share the details, the customer gets an email or text with them.

Google also calls when it needs to check your business hours or the status of in-demand inventory. If you already share your in-store product details through Google Merchant Center, Google uses that data and does not call you about inventory.

Google says it limits the number of calls for the same information. It also avoids late night and early morning hours. Google also says these calls are monitored and recorded for quality assurance.

Is the call really from Google?

Check before you answer any questions. Google states one firm rule: it will never ask for payment, credit card information, or account passwords.

If a caller asks for money to keep your business on Google, it is not Google. If a call or text seems suspicious, do not respond. Do not click any links. Do not give any information.

In Canada, you can report misleading or fraudulent sales calls to the Competition Bureau of Canada. Keep a note of the date, the number, and what the caller said.

What should I do when Google calls?

1. Listen to the whole request. Answer only what it asks, such as your hours or a service.
2. Give accurate answers. Your answers can update your Business Profile.
3. Do not give payment details or passwords for any reason.
4. If you are not sure the call is real, hang up. Then sign in to your Business Profile and check there.

What happens to the answers I give?

Google adds the information you provide to your Business Profile on your behalf. This includes photos and posts. The updates are subject to Google’s content policies.

Updates made from these calls are reviewed and marked as “Pending.” The review can take up to 5 business days.

If Google posts an update for you, it sends an email notification. You can then review or remove that post. Google’s posts on your behalf are available only to businesses with a verified Business Profile.

How do I review what Google collected?

You can check this in your Business Profile:

1. Sign in to the Google Account that manages your Business Profile.
2. Go to your Business Profile and select Edit profile.
3. Select Collected info.
4. Read each item. You can see the source and the date it was collected.
5. To remove an item, select Delete.

Deleting collected information removes it from Google’s records. It does not change other details already on your profile. To fix a wrong detail that is already live, edit it in your profile and save.

How do I stop the calls?

You have two options.

Tell Google on the call. When the automated call starts, you can say, “Please stop calling my business.” You can also say, “Please remove my business from your list.”

Change your Business Profile settings. Go to your Business Profile and open the advanced profile settings. You must verify your business first if you have not done so.

If a problem continues, Google provides a form to report problems with automated calls and texts.

Think before you opt out. Accurate hours and services help customers find you. A customer who wants to book may be sent to a competitor if Google cannot reach you.

Why does my number get these calls?

Google calls the phone number on your Business Profile. You can add more numbers to the profile, and you can choose to hide the number from public view. The calls still go to the number Google holds. Check that the number rings at a desk or phone where someone can answer, and update it if it is wrong.

Google says this feature is available only in select regions, languages, and business categories. Not every business gets these calls.