WhatsApp has rolled out Business AI in India, bringing AI-powered customer support tools directly to the WhatsApp Business app. The new feature will help small businesses manage customer conversations, automate responses, and drive sales through the messaging platform.
Business AI will be available in all native languages in India. It is designed to enable eligible businesses respond to customer queries around the clock without relying on additional software or external platforms.
The new feature helps businesses to automate replies to frequently asked questions and assist users with product recommendations, pricing details, discounts, shipping information, and appointment bookings. By utilizing this feature, businesses can capture leads and manage customer interactions within WhatsApp.
According to WhatsApp, Business AI can be customised using the company’s own information, product catalogues, and business details. For critical queries, business owners can manually take over conversations from the AI assistant.
The company also said that support for UPI payments directly within WhatsApp chats will be rolled out soon.
Citing a 2025 study by Kantar, WhatsApp said that 91% of online adults in India engage with businesses through chat platforms every week. The company added that messaging has become one of the preferred ways for customers to interact with businesses.
Speaking about the launch, Ravi Garg, Director Business Messaging at Meta India, said small businesses often struggle to handle large volumes of customer queries with limited resources, especially outside working hours.
WhatsApp said Business AI will roll out to eligible small and medium-sized businesses using the WhatsApp Business app over the coming weeks. Businesses can access the feature through the “Your Business AI” section available under the Tools tab in the app.
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