Google Business Profile Phone Number: Using a 2nd Line

Why use a second number on Google

Your Google Business Profile is often the first place a new customer finds your number. If that’s your personal cell, every caller, salesperson and robocaller who finds you on Google has it too.

A separate business number keeps your cell private, lets you answer in your business name, and lets you set business hours, so calls go to voicemail or an AI receptionist after hours instead of ringing at dinner.

Google’s rules for your phone number

Google’s guidelines for representing your business say the number you list should:

1. Connect to your individual business location.
2. Be a local number rather than a central call center number, whenever possible.
3. Be under the direct control of the business.
4. Not redirect callers to another business’s number or a landing page.
5. Not be a premium-rate number.

Besides your primary number, you can add up to 2 more. They can be mobile or landline numbers, but not fax.

How to change the phone number on your profile

Sign in to the Google account that manages your Business Profile first.

1. Go to your Business Profile at business.google.com.
2. Select Edit profile, then Contact.
3. Next to Phone number, select Edit.
4. Choose your country and enter the new number. Google formats it for you.
5. To keep your old number as a backup, select Add phone number.
6. Select Save.

On your phone, open the Google Maps app, tap Business at the bottom right, then Edit profile.

Google reviews changes before they show on your profile, and you can check the status of an edit in Business Profile help. Some businesses have to verify their profile before they can edit it.

Make sure the new number can take Google’s calls

Google says it may contact you with automated calls, texts or WhatsApp messages to the verified phone number on your profile to confirm your details. If your listed number is a second line, keep it on, with notifications enabled, so you don’t miss those.

Keep the number the same everywhere

Google asks businesses to represent themselves the way they’re known in the real world, across signage, stationery and branding. Using one business number everywhere also makes life easier for customers, and avoids a mix of old and new numbers floating around.

When you switch, update the number on your website and its footer, Apple Maps (Apple Business Connect), Yelp, Facebook and Instagram, Nextdoor, trade directories, invoices and quote templates, business cards, your truck and yard signs, and your email signature.

Call tracking numbers: be careful

Some marketing services give you a separate tracking number for Google, so they can count calls from your profile. Google’s rule is that the number must be under your direct control and must not redirect to someone else’s number. Read your agreement: if the tracking company owns the number, your listing could break when you stop paying them.

Our advice: list a number you own as the primary number. If you also use a tracking number, keep track of who owns it and what happens to it when the contract ends.

Don’t want a phone number shown?

Google lets you hide it. Go to your Business Profile, select More, then Business Profile settings, then Advanced settings, and under Phone number turn on Don’t show.

Using a 2Line.AI number on Google

A 2Line number has a local area code you pick, rings in its own app on your phone, and shows your caller ID name when you call customers back. Set the same business hours in 2Line as on Google, so Mia, the AI receptionist, answers in your business name when you’re closed or busy and books jobs only when you’re open. Missed callers get a text right away.