WhatsApp is preparing a major update for its Business platform with the introduction of two significant features that aim to improve customer engagement and streamline business communication. These updates were unveiled by Meta during its Conversations conference held in Miami and are expected to roll out in the coming weeks. The most talked about addition is Business AI, a new artificial intelligence chatbot designed to provide product recommendations and respond to customer queries in real time. The other is an expanded voice call feature that will now be available to larger businesses using WhatsApp Business.
The upcoming Business AI chatbot represents a shift in how businesses interact with customers on WhatsApp. This AI tool will be capable of offering personalized product recommendations to users based on their past preferences or inquiries. It can also follow up with customers, answer questions, and provide real time updates within the chat window. This means businesses will now be able to offer smarter, faster, and more customized responses without relying entirely on human representatives. According to Meta, the feature will first be introduced to select businesses in Mexico before a broader global rollout is considered.
Alongside the chatbot, WhatsApp is expanding its voice call capabilities. Previously, only small businesses were able to receive voice calls from customers. With the latest update, larger enterprises will now be able to receive and initiate calls as well. If a customer requests to speak with someone directly, businesses can place a call or respond when prompted. This new feature bridges a significant communication gap by bringing voice interaction to scale for larger companies, making WhatsApp a more robust platform for service driven businesses.
WhatsApp Business is also simplifying its interface across Meta platforms. Businesses will now have access to a unified campaign creation experience via Meta’s Ads Manager. Here, they can upload subscriber lists, build marketing campaigns for WhatsApp, Facebook, and Instagram, and optimize budgets using Meta’s Advantage Plus system. This setup is intended to make digital advertising more effective and less complex, particularly for brands managing multiple touchpoints.
In the near future, Meta plans to further enhance the Business platform with support for voice messages and even video calls. These features will be introduced for specific use cases such as virtual appointments in healthcare or consulting. Eventually, Meta hopes to evolve these tools into fully AI powered voice support systems. While a timeline for these future updates has not been confirmed, the direction is clear. WhatsApp is moving steadily toward becoming an all in one platform for personalized, AI driven customer service.
These changes signal a broader transformation in how business communication is evolving. By combining human interaction with AI support, WhatsApp aims to redefine how companies connect with their audiences. For both small and large businesses, these updates bring the potential for faster service, smarter automation, and more impactful customer relationships.
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