WhatsApp has launched a new feature called Business AI inside its WhatsApp Business app for businesses in India.
This feature helps small and medium businesses answer customer questions at any time, day or night, without using any extra apps or services. It supports all local Indian languages, so businesses can talk to customers in their preferred language.
Business owners can set up the AI by adding information from their product catalog, business profile, and other details. After setup, the AI can answer common customer questions about prices, offers, delivery time, booking availability, and services.
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Customers can get fast replies even at night or during busy hours when staff may not be available. This can help businesses get more customers, schedule appointments, recommend products, and increase sales more quickly.
In the coming weeks, the feature will also support payments directly in chats through UPI. If a conversation becomes difficult or needs human support, the business owner can take control of the chat from the AI anytime. Businesses can set it up from the Tools section in the WhatsApp Business app by selecting “Your Business AI.” They can also change the AI’s behavior or turn it off whenever they want.
Meta, the company that owns WhatsApp, shared a study saying that nine out of ten online adults in India contact businesses every week through messaging apps. WhatsApp has become a major platform for these business conversations, and this AI feature is meant to help small businesses compete better with larger companies.
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Some early users reported good results. A plant-based skincare brand said it stopped losing customers at night, while a custom gift shop managed daily customer chats more easily.
The feature is starting to roll out now for eligible businesses using the WhatsApp Business app. Businesses do not need to pay extra money or hire outside help. They only need the WhatsApp Business app that many small sellers already use. This launch matches India’s large small-business market, where fast customer service is very important for business growth.