This week in the PPC Live WhatsApp group, Chris Ridley, Head of Paid Media at Evoluted, shared a screenshot of an email he received from a Google Ads representative. The message, sent by someone identifying themselves as “Palak,” informed Chris that he can now use WhatsApp to directly message his Google Ads rep for support and questions.
The announcement, while framed enthusiastically by the sender — “I’m also excited to let you know that you can now use WhatsApp to reach me…” — sparked immediate discussion and skepticism among the PPC Live community.
Concerns from the Community
Chris expressed a widely shared concern among digital marketers:
- “Considering most of us use personal phone numbers, not work numbers, this is a terrible idea.”
The potential blending of professional and personal communication channels is a red flag for many in the industry who value the separation between work and personal life. With WhatsApp typically linked to private mobile numbers, the idea of receiving direct messages from ad reps — particularly ones offering unsolicited advice — raised issues around boundaries and professionalism.
Nick Broad humorously questioned the tone of the email:
- “Why do people write things like ‘I’m also excited to let you know that you can now use WhatsApp to reach me…’? Excited? Really?”
Anu Adegbola, founder of PPC Live, took a security-conscious angle:
- “What is the sender’s email address? This stinks of scam.”
While concerns about phishing and impersonation are valid, Birgul Woodford confirmed:
- “I received the same email this morning. It is from the same support email they provide @xwf.google.com.”
That would suggest that the communication, while unwelcome to some, may indeed be legitimate.
Marc Spear summed up the sentiment with biting sarcasm:
- “Now you can have terrible advice sent to your phone, but with added PUSH NOTIFICATIONS AND ANXIETY.”
Is This the Future of Google Support?
Google’s apparent push to meet advertisers where they are — on mobile, in real time — may be well-intentioned. But for many advertisers and agencies, the issue isn’t access. It’s trust. Concerns about the quality of Google Ads rep advice have been a recurring theme in the PPC community, and the idea of that advice now arriving via WhatsApp, with no professional buffer, is causing unease.
Whether this initiative gains traction or backlash remains to be seen. But one thing is clear — many in the PPC world aren’t “excited” about it.
Have you received a similar message from a Google rep? Join the discussion in the PPC Live WhatsApp group or share your thoughts on X.
