The list is gone, the calls aren’t
If you used to open your profile and see a list of missed and answered calls, that screen is gone for good. Google retired call history on July 31, 2024, at the same time it shut down Business Profile chat. The announcement was brief: owners can no longer view customer call history in the profile.
What did not change is the part that matters most. Customers still see your number and can tap to call. You still get those calls.
Why it disappeared
Call history depended on Google placing a forwarding number on your profile. Customers dialed Google’s number, Google logged the call, and passed it to your line. When the feature ended, Google switched the call button back to your own phone number automatically. Without the forwarding number in the middle, there’s nothing for Google to log.
That has a side effect worth checking. If your saved number was out of date and you’d been relying on forwarding to reach you, calls now go to whatever number sits in the Contact section. Confirm it’s the line you answer.
What Google still shows you
The Performance page keeps a Calls figure. Google defines it as clicks on the call button. A tap is counted even if the person hangs up before it connects, so treat it as interest rather than conversations. It also needs a phone number on the profile; a hidden or missing number means nothing to count.
You can set a time period at the top of Performance and compare months, which is enough to spot a sudden drop. A drop is often a sign something else changed: hours edited by Google, a new number not yet approved, or the profile getting fewer views.
Getting call details another way
For who called and when, use the records your phone provider or phone system keeps. Most business phone services show missed calls and caller ID without any setup. If you want to tie calls to Google specifically, Google’s help pages don’t describe a built-in method, so any tracking setup has to follow its rule that the number stays under your direct control and doesn’t redirect callers elsewhere.
Old records
Google offered a download of past call history through Google Takeout until August 30, 2024. After that date the help page gives no way to retrieve it, so if you missed the window those records are not recoverable from Google.
If it doesn't work
- The Calls number is zero or missing: Google needs a phone number on the profile to track calls. Check the number isn't hidden in Advanced settings.
- You still see a Google forwarding number somewhere: Google says the call button switched back to your own number when call history ended. Recheck the number saved under Contact.
- You need old call records: Google's Takeout download for call history ran only until August 30, 2024.
Questions owners ask
Did customers lose the ability to call me?
No. Google's announcement says you continue to receive calls from your profile. What ended was the owner-side log of those calls and the Google forwarding number used to build it. The call button now dials your own number.
What exactly does the Calls metric count?
Google defines it as clicks on the call button on your profile. It isn't a count of answered calls or call length. You need a phone number on your profile for it to track anything.
Can I still see which searches led to calls?
Google doesn't connect calls to search terms. The Searches report shows the terms people used to find your profile in general, updated at the start of each month and taking up to 5 days to appear.
Is there a replacement feature inside Google?
Google's help page doesn't name one. It says you can still track engagement metrics like web traffic and direction requests, and suggests text or WhatsApp options for customer contact where available.
Sources
- Business Profile chat and call history are no longer available (support.google.com)
- Understand your Business Profile performance and insights (support.google.com)
Checked 13 Nov 2026. When the platform changes its process we update this page and log it in What changed.