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Scan for outdated or missing drivers - takes under a minuteDriver Scan →Repair Windows errors before they cause bigger problemsFix Now →Fix the driver behind crashes, sound loss and screen glitchesFind Drivers →Use Notifications in the Local Services Ads lead inbox to change which email alerts you or other account users receive. To let customers send message requests—or stop accepting them—open Profile & budget and switch message leads on or off. These are separate controls: changing email alerts does not change customer contact options, and turning message leads off does not pause the ad.
If you are unsure which control you need, start with the outcome: are you changing who on your team gets an alert, whether a customer can send a message, or whether the ad runs at all? Each has its own setting. Choosing the right one helps avoid changing a notification preference when you meant to change a customer-facing option, or disabling a contact channel when you meant to pause the ad.
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Choose the setting that matches what you want to change
“Lead preferences” can mean several different things in Local Services Ads. Start by identifying whether you want to change alerts sent to your team, the contact channels customers can use, or whether the ad runs.
| Your goal | Where to go | What the setting changes |
|---|---|---|
| Change email notification topics or recipients | Notifications | Which email address receives selected account alerts. Each user can set their own preferences. |
| Allow or stop customer message requests | Profile & budget | Whether customers can contact the business with message leads, where the feature is available. |
| Stop or resume the ad | Profile & budget | Whether the ad is active. This is separate from message-lead availability. |
| Change business or ad details | Profile & budget | Selected profile or ad information; some changes require support or additional verification. |
The quickest check is to ask: “Am I changing who receives an alert, or how customers can contact us?” Choose Notifications for the first; choose Profile & budget for the second.
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These controls have different scopes. A notification preference belongs to an email user and a notification topic, while the message-leads toggle changes whether customers can send message requests. Ad status is broader still: it controls whether the ad runs. A change in one area should not be treated as if it also changes the others.
For example, if you still want to receive calls but do not want message requests, turn off message leads rather than pausing the ad. If customers should still be able to contact the business but a particular team member should stop receiving email alerts, change that user’s notification preferences instead. If the business should stop advertising, use the separate ad-status control.
Change email notification preferences
Email notification preferences are selected for an email address and notification topic. If an employee or account manager should receive alerts, select that person’s email address rather than assuming a change to your own preferences will update theirs.
- Sign in to the Local Services Ads lead inbox.
- Open the menu and select Notifications.
- Open Notifications (This Account).
- Select the email address whose preferences you want to change.
- For each notification topic, choose the desired option in the Email settings column.
Review the selected address before changing topics. A preference change for one user does not automatically apply to every person on the account.
Think of the email address and the topic as two separate choices. First, identify whose alerts you are adjusting. Then select the specific notification topic and its email setting. If you manage an account but are trying to change what a colleague receives, changing your own preference is not a substitute for selecting that colleague’s address.
Before leaving the page, check that you have changed the intended topic for the intended user. This is especially useful when several account users need different alerts: the goal is not necessarily to make every user’s notification settings identical, but to make sure each person who is responsible for leads receives the alerts they need.
Apply notification changes across managed accounts
If you manage several accounts, the notification selector also provides a hierarchy view. Use it when you need to update a topic for one managed account or apply the same preference to multiple accounts.
- In Notifications, open the selector and choose Notifications (Full Hierarchy).
- To edit one account, select that account’s setting and change the relevant notification-topic preference.
- To edit several accounts together, select the accounts, choose Edit, and apply the preference for the notification topic.
Use the hierarchy view only when the same change is intended for the accounts you select. For a single recipient’s personal email settings, use Notifications (This Account) and select that user’s address.
The hierarchy option is useful for account managers handling a consistent change across multiple accounts, but it changes the scope of the task. Check which accounts are selected before using Edit. If only one account or one user is meant to change, choose that narrower path instead of applying a preference broadly.
After a bulk change, it is sensible to review the relevant account or accounts in the hierarchy and confirm the intended topic setting. The important distinction is scope: one account’s setting can be edited individually, while selecting several accounts and using Edit applies the topic preference to the selected group.
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Turn customer message leads on or off
The message-leads toggle controls whether customers can send message requests. It does not control email notification topics, and it does not turn the ad itself on or off. Google documents message-lead availability for businesses in the United States and Canada; eligibility can also depend on business vertical.
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- On a desktop computer, sign in to the Local Services Ads lead inbox.
- Open the menu and select Profile & budget.
- Switch the message leads toggle on to accept message requests or off to stop accepting them.
- Allow a few hours for the change to appear on Google Search.
The stated timing is an estimate, not a guaranteed instant update. If the setting has just changed, allow time for the customer-facing result to catch up before concluding that the toggle did not work.
Use this toggle when the question is specifically whether customers should be able to send message requests. Turning it off is not the same as turning off all lead generation, and it does not itself pause the ad. Other lead channels, such as calls, are distinct from message leads. If the business wants to keep its ad running but no longer accept message requests, this is the relevant control.
Conversely, turning the toggle on does not guarantee that every business can offer message leads. Google identifies the United States and Canada as the countries where message-lead functionality is available, and certain verticals may not have the feature. If the option is unavailable or does not fit the business, check the current Google guidance for the account’s location and vertical rather than assuming the account is malfunctioning.
Choose notification delivery separately
Message availability and message notifications are related, but they answer different questions. The toggle controls whether customers can send message requests; notification settings determine how the business is alerted when leads arrive. Message-lead notifications can be sent by email, SMS, or both. SMS notifications are available only in the United States. The notification phone number can be designated for alerts and does not have to be the business’s published phone number.
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This separation matters operationally. A team might want to leave message requests enabled but change who receives the email alerts, or keep the customer-facing channel active while designating a different phone number for SMS notifications. The number used for alerts is not required to be the business phone number, so do not change a public business contact detail simply because the team needs a different alert destination.
Availability differs by channel and geography. Message leads are documented for the United States and Canada, while SMS notifications are available only in the United States. These are not interchangeable eligibility statements: a business should not assume that SMS is available merely because message leads are available in its country.
Pause the ad without confusing it with message settings
If the goal is to stop the ad from running, use the ad-status control under Profile & budget, rather than switching message leads off. Turning message leads off removes that contact channel; it is not the same as pausing the ad. Conversely, pausing the ad is a broader change to whether the ad runs.
Google notes that a free version of a listing may appear when the ad is paused or outside its scheduled hours. That means pausing an ad should not be treated as a promise that the business will disappear from Search altogether.
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A free scan shows the junk files, broken settings and background clutter dragging Windows down - then fixes them in one click.Free scan · Windows 10 & 11Use the ad-status control when the business wants to stop or resume the ad itself. Do not use the message-leads toggle as a substitute: it affects message requests, not the overall ad status. The reverse is also true—pausing the ad is not simply a way to stop text or email alerts about messages.
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Before changing status, be clear about the desired result. A business that wants to stop one channel while continuing to advertise should adjust that channel where it is available. A business that wants the ad itself to stop should change status and keep in mind that a free listing may still appear when the paid ad is paused or outside scheduled hours.
Edit business or ad information
To change profile or ad information, open Profile & budget, select the information you want to edit, enter the updated details, and save. Some changes require contacting support and providing additional verification. Google says edits may take a few hours to appear, so a saved change may not be reflected immediately.
Do not assume every business contact or identity field can be edited directly in the inbox. In particular, legal business-name or address changes may have field-specific support instructions. Follow the instructions for the specific field rather than repeatedly submitting an edit that the account does not permit.
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1Fix the driver behind crashes, sound loss and screen glitches2Repair Windows errors before they cause bigger problems3Scan for outdated or missing drivers - takes under a minuteIt helps to distinguish contact settings from contact information. The message-leads toggle decides whether customers can send a message request. An edit to profile or ad information changes the selected information itself. Some business identity details are subject to support instructions and verification; therefore, the presence of a profile area does not mean that every field can be changed through the same self-service flow.
If a change concerns a legal business name or address, follow the instructions provided for that particular field. Do not assume that a direct edit is available or that the same requirements apply to every type of information. Where Google requires support or additional verification, saving an attempted edit may not complete the process. Also allow a few hours for an approved edit to appear before deciding that it failed to take effect.
Understand which lead channels are available
The lead inbox is where businesses review lead records and respond. Google describes calls and messages as lead channels; customers may also be able to book where booking is available and configured. Booking is a separate feature, not a prerequisite for changing email alerts or message-lead availability.
| Channel or feature | What it does | Availability caveat |
|---|---|---|
| Calls | Customers contact the business by phone; call leads can be managed in the lead inbox. | Do not infer that every call-related detail is editable in Profile & budget. |
| Message leads | Customers send a message request when this option is enabled. | Google identifies the United States and Canada; some verticals may not have the feature. |
| SMS lead notifications | Text alerts notify a designated phone number about leads. | SMS notifications are available only in the United States. The alert number need not be the business phone number. |
| Booking leads | Customers book where the feature is available and set up. | Availability depends on country, vertical, and setup. Booking is separate from notification preferences. |
Availability is not universal across locations or business types. Google’s lead-management guidance identifies healthcare and tax specialists among verticals for which message leads and some recording features are unavailable. Check the current guidance for the business’s vertical before relying on a channel being offered.
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The table is a practical way to separate customer contact methods from alerts about those contacts. Calls and messages are lead channels; SMS is a delivery method for notifications, not a replacement customer channel. Booking is another distinct feature that may be available depending on country, vertical, and setup. You do not need booking to change email notification preferences or the message-leads toggle.
Because eligibility can vary, avoid treating a setting described for one channel as a promise that every business can use it. Message-lead availability is limited by country and vertical. Booking depends on country, vertical, and setup. SMS notifications have a separate country limit. If a feature is missing, confirm its availability for the specific business before changing unrelated settings.
Troubleshoot a preference change
The wrong person still receives—or misses—email alerts
- Return to Notifications and confirm that you selected the intended email address under Notifications (This Account).
- Check the preference for the relevant topic in the Email settings column.
- If you manage multiple accounts, confirm whether you edited the individual account or used Notifications (Full Hierarchy) for the intended account set.
These checks address the two common scope questions: which user’s preferences were changed, and which notification topic was changed. If a colleague still does not receive an alert, do not assume that editing your own email settings changed theirs. Select the intended address and review the topic in the email settings column.
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For a multi-account change, check that the correct account or accounts were selected in the hierarchy. A setting applied to a selected group is different from a personal preference for one user in one account. Make the scope match the intended outcome before editing again.
Customers still see a message option after you turned it off
- Confirm that you changed message leads under Profile & budget, not an email notification preference.
- Allow a few hours for the change to appear on Google Search.
- Consider whether the account’s country or vertical affects feature availability; not every business is eligible for message leads.
Also confirm what you intended to change. The toggle concerns customer message requests; it does not determine whether the ad runs, and changing email alerts alone does not remove a customer contact option. If the change was recent, allow for the stated delay before judging the customer-facing result.
The ad is still running
Switching message leads off does not pause an ad. If the intent is to stop the ad, use the separate ad-status control in Profile & budget.
After changing status, remember that Google notes a free version of a listing may appear when the ad is paused or outside scheduled hours. Seeing a listing does not necessarily mean the ad-status change failed.
A profile edit has not appeared
Allow a few hours for an edit to show. If the field requires support or verification, follow the relevant support instructions for that field; saving an attempted edit alone may not complete the change.
Use the instructions for the specific information you are changing, particularly for legal business-name or address updates. Different fields can require different support steps. If a change requires more verification, the fact that you entered and saved new information does not establish that the update is complete.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Set lead channels your team can monitor
Before enabling a contact method, decide who will watch it and respond. Google warns that regularly failing to answer calls or messages may affect ad ranking. That is a reason to choose channels the business can reliably monitor—not evidence that changing a preference by itself guarantees a ranking change.
- Assign an owner for each enabled lead channel.
- Make sure that person’s notification preferences are set for the topics they need.
- Use the message toggle only for customer message availability, and use ad status when the goal is to pause the ad.
- Review bookings separately if the feature is available and configured for the account.
For a small team, that may mean confirming who responds to calls and who checks message requests, then making sure the appropriate email or SMS alerts reach those people. In a managed account structure, it may also mean deciding whether a notification change belongs to one account or several. The settings are most useful when they match the team’s actual responsibility for leads.
Do not interpret the ranking warning as a promise that turning a channel off will raise or lower ranking. The practical point is to configure only channels that the business can monitor and answer consistently. Notification preferences route alerts to users; they do not replace a plan for responding to calls or messages.
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Use this short review after making a change:
- Confirm the goal. Decide whether you changed alert recipients, customer message availability, ad status, or profile information.
- Confirm the location. Use Notifications for email topics and recipients; use Profile & budget for message leads, ad status, and selected profile or ad details.
- Confirm the scope. In notifications, check the email address and topic. If managing accounts, check whether the change applies to one account or selected accounts in the full hierarchy.
- Allow for timing and eligibility. Message-lead or profile edits may take a few hours to appear. Country and vertical can limit feature availability.
- Make sure someone can respond. Assign responsibility for the enabled channels and set notifications for the people who need them.
This final check avoids the most consequential mix-ups: changing an alert instead of a customer-facing setting, turning off messages when the goal was to pause the ad, or expecting an unavailable channel to appear for every business.
Frequently Asked Questions
Where do I change lead preferences in Google Local Services Ads?
It depends on what you mean by lead preferences. Open Notifications in the lead inbox to change email notification topics and recipients. Open Profile & budget to change customer message-lead availability or ad status.
How do I change who receives Local Services Ads email notifications?
In the lead inbox, select Notifications, open Notifications (This Account), select the email address, and change the relevant topic in the Email settings column. Each account user can set their own preferences.
Can I turn message leads off without pausing my ad?
Yes. Switch message leads off under Profile & budget. This stops customer message requests where the feature is available; it does not pause the ad. Use the separate ad-status control if you want the ad to stop running.
How long does it take for message-lead or profile changes to appear?
Google says message-lead and profile changes may take a few hours to appear. Treat that as an expected delay rather than a guaranteed update time.
Are message leads and SMS notifications available everywhere?
Google identifies the United States and Canada for message-lead functionality, while SMS notifications are available only in the United States. Eligibility can also depend on vertical. Google identifies healthcare and tax specialists among verticals for which message leads and some recording features are unavailable.
Can I use a different phone number for message alerts?
Yes. The phone number designated for SMS notifications does not have to be the business’s published phone number. SMS notifications are available only in the United States.
Why can a listing still appear after I pause the ad?
Google notes that a free version of a listing may appear when the ad is paused or outside its scheduled hours. Pausing the ad is not a guarantee that the business disappears from Search altogether.
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Can I edit my legal business name or address directly in the lead inbox?
Do not assume every identity or contact field is directly editable. Some edits require support and additional verification; follow the specific support instructions for the legal business-name or address field you need to change.
The Bottom Line
Use Notifications to choose who receives email alerts and for which topics. Use Profile & budget to turn customer message leads on or off, pause or resume the ad, or edit available profile information. These controls are separate, and country, vertical, and field-specific support requirements can limit what is available. Allow a few hours for changes to appear and make sure the people responsible for enabled lead channels can monitor them.
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