Limitations on Google Business

Google Business (Business Profile) integrates well via APIs, but not every feature can be controlled externally. That's why KNOWYOURCHAT cannot offer some actions, even though they would be possible directly in Google.

This page goes one level deeper: you'll find not only what doesn't work, but also how to recognize it, what you can do instead, and which checks you should run before contacting support.

If you first want to quickly check what's generally possible (✅/❌), use the overview API capabilities for Google Business.

The basic principle: Why are there limitations?

KNOWYOURCHAT uses the official Google Business APIs.
Which features are available depends on permissions and the API specifications.
Some actions simply aren't provided via APIs at all (e.g. deleting reviews).

Quick check: If something is missing, check these first

Before assuming there's a bug, check these points:

Channel connection: Is Google Business connected correctly, or is a reconnect needed? → Adding social media channels (Google Business)
Permissions: Do you have the necessary permissions on the Google Business Profile?
Roles in KNOWYOURCHAT: Are you allowed to moderate/reply? → Inviting your team & assigning roles

Feature scope & limitations (quick overview)

If you want a quick read on what works (✅) and what doesn't (❌), the table in API capabilities for Google Business is the best reference. Here's the logic in short form:

Reviews: fetch ✅, updates ✅, delete ❌, fetch images in reviews ❌
Comments: fetch ✅, reply ✅, moderate (like/hide/block) ❌
Questions (Q&A): fetch ❌
Replies: reviews ✅, comments ✅

What this means day to day

For questions & answers, you'll need to work in Google.
Deleting reviews isn't possible via KNOWYOURCHAT.
Certain moderation actions (like, hide, block) stay on the platform itself.
Context may be missing when images in reviews can't be fetched.

What still works well (for context)

As described in API capabilities for Google Business, these things in particular work reliably:

fetching reviews and seeing updates to them
replying to reviews
fetching comments and replying to comments

If you want to work cleanly as a team, a clear responsibility workflow pays off (e.g. who replies, who reviews beforehand).

Best practices (to keep things running smoothly)

Use KNOWYOURCHAT as the hub for overview, assignment, and reply workflow.
Deliberately plan for "platform-side" steps (e.g. questions & answers, deletion/reporting processes).
If something is missing, check first: permissions and channel connection.

💬 When contacting support, ideally include: Workspace name, the affected Business Profile, an example link (review/comment), a screenshot, and whether it's about importing or replying.

Need personal help? Email us at support@knowyourchat.de