- WhatsApp is introducing AI tools to automate customer support and personalize responses.
- Voice calling and voice messaging are now available for larger businesses through the API.
- Meta launches cross-platform ad management across WhatsApp, Instagram, and Facebook.
- Ads will appear in WhatsApp’s Updates tab
- Businesses can now integrate AI voice agents via startups
WhatsApp is taking a rise to the next level as a highly effective business tool with a new round of changes made to smooth out the processes of communication with customers, increase worldwide coverage, and incorporate the features of AI-based tools.
The changes will first be announced during Meta Conversations 2025 and are expected to represent a crucial milestone towards making WhatsApp not only a messaging application but also a fully fledged business powerhouse.
Automated customer service, voice calls, and cross-platform advertising, all of these and more are the latest features in WhatsApp for business.
Meta is making artificial intelligence a part of WhatsApp Business, providing businesses with AI-enabled automation tools, enabling them to:
- Auto-respond to common customer questions
- Personalize interactions with customer data
- Increase efficiency in daily communication
These tools are currently free, although Meta could suggest monetization as the further implementation of the AI potential gets wider.
WhatsApp is a smarter and faster alternative to tools of real-time communication because the AI bots used by it get trained to enhance engagement and save the support teams from manual tasks.
Voice Calling Features for Large Businesses
Voice calling was already available to small businesses, and Meta is now making this capability available to larger enterprises through WhatsApp Business API.
New Voice Capabilities Include
- One-on-one voice calling between businesses and customers
- Incoming call support for high-volume business accounts
- Upcoming support for voice messaging as an additional way to reach and support customers
These features improve customer support in real-time and offer a more personal touch in communication.
Campaign Management Across WhatsApp, Facebook & Instagram
Meta is also rolling out cross-platform Ads Manager, and making it possible for businesses to:
- Create, manage, and track ad campaigns across WhatsApp, Facebook, and Instagram
- Reuse creative assets across multiple platforms
- Campaign setup from a single dashboard
This integrated solution helps to reduce friction in the marketing activities in the case of small-to-medium enterprises that want more visibility with less hassle.
Ads Are Coming to WhatsApp’s Updates Tab
Meta will make an effort to monetize the platform with an advertisement in WhatsApp’s Updates tab. This aligns with the company’s growing focus on Click-to-WhatsApp ads that are already turning out to be a major revenue generator.
Such growth increases the number of ad real estate in the app, provides a brand with one more method of contact with the user in a familiar environment.
AI Voice Agents for Customer Support
To push automation further, WhatsApp has started to support artificial intelligence-based voice bots in the form of integrations with third-party start-ups such as:
- Vapi
- ElevenLabs
- Coval
- Phonic
The agents will be able to engage in voice conversations with customers, offer assistance, responses, and updates, and all of it takes place within WhatsApp.
AI for Personalized Shopping Experiences
In addition to customer service, Meta is developing e-commerce utilizing AI in product discovery and recommendations. Soon, WhatsApp could:
- Suggest relevant products to users based on browsing behavior
- Response to any product after-sales questions
- Send real-time updates about order status or discounts
It is like AI assistants provided by the largest e-commerce websites, as it transforms WhatsApp into a smarter e-commerce companion residing in the messaging app.
