Use this when: a lead messages from Google Search or Maps and asks for pricing, availability, photos, emergency help, or appointment times. Keep the first reply short, factual, and easy to hand off.
Fast setup checklist
- Assign one owner: name the person who watches Google Business Profile messages during business hours.
- Set the routing rule: emergency/safety jobs go to a phone call; quote requests go to intake; scheduling goes to the calendar owner.
- Save approved snippets: keep these templates in the CRM, phone note app, or shared doc.
- Log source and next action: tag every lead as
GBP messageplusurgent,estimate,photo needed,scheduled, ornot a fit. - Review before automating: do not let AI promise pricing, timing, diagnosis, warranty coverage, financing, or emergency availability without owner approval.
Copy/paste Google Business Profile reply templates
1. New inquiry acknowledgment
Thanks for reaching out through Google. We can help you figure out the next step. What service do you need, and what city or ZIP code is the job in?
2. Quote or estimate request
Thanks — we can start with a quick estimate intake. Please send the service needed, the property address or ZIP code, and 1-3 photos if they help show the issue. We will review and let you know the best next step.
3. Urgent or safety-sensitive request
Thanks for the message. If this is urgent or involves safety, active damage, gas/electrical risk, water intrusion, lockout, or a similar emergency, please call us directly at [PHONE] so a person can triage it. Messages may not be monitored instantly.
4. Photo request before estimate
To route this correctly, could you send 1-3 clear photos and a short note about when the issue started? We will use that only to prepare the next step — final recommendations need a person to review the job details.
5. Booking handoff
Thanks. The next step is to confirm a time with our scheduling process. Please use [BOOKING LINK] or call [PHONE]. We will keep your Google message attached to the lead so the team has context.
6. After-hours response
Thanks for messaging us. We are currently outside normal business hours. If this is urgent, please call [PHONE]. If not, please send your service need, location, and preferred contact method, and we will follow up on the next business day.
7. Not-a-fit or service-area reply
Thanks for checking with us. This may be outside our current service area/scope. If you send the job type and ZIP code, we can confirm whether it is a fit before you spend time on a full intake.
8. One final follow-up
Quick follow-up from your Google message: do you still need help with [SERVICE]? If yes, send the best phone/email and any key details. If not, no problem — we will close the loop here.
AI prompt to adapt these safely
You are helping a local service business draft replies to Google Business Profile messages. Use only the facts provided. Do not promise price, timing, diagnosis, warranty coverage, financing, emergency availability, or policy exceptions. Ask at most one clear next question. Keep the reply under 80 words. Add a CRM label and a human-review note. Lead facts: [PASTE MESSAGE + SERVICE AREA + APPROVED PHONE/BOOKING LINK].
Human review checklist
- Does the reply use an approved phone number, booking link, and service-area rule?
- Does it avoid medical, legal, safety, structural, warranty, refund, financing, or diagnosis claims?
- Does urgent work route to a live phone call instead of a message thread?
- Does the CRM note preserve the original Google message and source?
- Does the follow-up stop after one final helpful check-in unless the lead replies?
How this fits the Local Lead Rescue System
This free template page is a practical sample from the same lead-response thinking behind Local Lead Rescue System. For a broader workflow, start with the free missed-lead checklist or the Local Service Lead Response Resource Library.
Stop rule: if a message includes safety risk, legal threats, refund disputes, emergency claims, or regulated advice, route it to a human owner before sending anything.