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WhatsApp Business has introduced a new AI-powered feature in India aimed at helping small shop owners and local businesses manage customer conversations more efficiently. The newly launched “Business AI” feature is designed to act like a virtual assistant that can respond to customer queries around the clock without requiring constant manual support from business owners.

According to Meta, the AI agent can handle customer interactions 24 hours a day, assist new buyers, recommend products, book appointments, answer pricing questions, and even help improve sales performance for businesses using WhatsApp Business.

The launch highlights Meta’s growing focus on turning WhatsApp into a complete business communication and commerce platform, especially for small and medium-sized enterprises in emerging markets like India.

AI Feature Designed for Small Businesses

The new Business AI feature has been introduced mainly for small business owners who often struggle to manage customer inquiries throughout the day.

Many local businesses rely heavily on WhatsApp for communication, product inquiries, and order management. However, responding manually to every customer message can become difficult, especially during busy hours or outside working time.

Meta says the AI assistant can help automate many of these routine tasks by:

• Replying to customer questions instantly
• Recommending products
• Managing inquiries automatically
• Assisting with appointment bookings
• Handling new customer conversations
• Supporting sales-related interactions

The company believes this could save time and improve customer service for small merchants and shop owners.

Supports Multiple Indian Languages

One of the biggest highlights of the feature is its support for Indian regional languages.

Business owners can reportedly configure the AI assistant in their preferred language, making it easier for non-English-speaking users to operate their businesses digitally.

This feature is expected to benefit millions of small traders, shopkeepers, and entrepreneurs across India who are more comfortable communicating in regional languages rather than English.

Meta had been testing the feature with selected businesses in India over the past few months before expanding the rollout more broadly.

Apart from India, the feature is also being introduced in countries such as Brazil and Cambodia.

How WhatsApp Business AI Works

Business owners can activate the feature directly through the WhatsApp Business application.

Setup Process

To enable the AI assistant:

Open the WhatsApp Business app.

Go to the “Tools” section.

Select the “Your Business AI” option.

Configure business details and preferences.

Once activated, the AI system reportedly begins learning from:

• Previous customer chats
• Business profile details
• Product catalogs
• Website information

Using this information, the AI assistant can understand products, services, pricing, and frequently asked customer questions.

AI Can Answer Customer Queries Automatically

After setup, the AI assistant can respond to many common customer questions without human involvement.

For example, it may automatically answer queries related to:

• Product prices
• Discounts
• Delivery charges
• Shipping details
• Product specifications
• Store timings
• Availability of items

This could significantly reduce response time and improve customer engagement for businesses.

UPI Payments May Be Added in Future

Meta has also hinted at future upgrades that may allow customers to complete UPI payments directly inside WhatsApp chats.

If introduced, customers could potentially:

• Browse products
• Ask questions
• Place orders
• Make payments

without leaving the chat window.

The company says additional payment methods may also be integrated later, turning WhatsApp into a more comprehensive commerce platform.

Currently Supports Text and Images

At present, the AI feature mainly works with:

• Text messages
• Images

However, Meta says more advanced AI capabilities may be introduced in future updates.

Video AI Features Could Arrive Later

The company has indicated that future versions of the AI assistant could include video support and more advanced AI-driven interactions.

If these upgrades are implemented successfully, WhatsApp could evolve beyond a messaging application into a full-scale digital business platform supporting:

• Customer service
• Product discovery
• Marketing
• Payments
• Video assistance
• AI-driven commerce

WhatsApp Expanding Beyond Messaging

Over the years, WhatsApp has increasingly added business and payment-focused features in India.

With the addition of AI-powered automation, experts believe the platform is now positioning itself as a powerful digital business ecosystem for small merchants and entrepreneurs.

India remains one of WhatsApp’s largest markets globally, making the country a key testing ground for AI-powered business communication tools and integrated commerce services.