Add MobiGyaan as a preferred source on GoogleWhatsApp Business has announced the rollout of Business AI in India, bringing AI-powered customer support and automated conversations directly into the WhatsApp Business app. The new feature is designed to help businesses handle customer communication more efficiently by automating replies, managing common queries, and supporting sales interactions directly within WhatsApp chats.
Business AI enables eligible businesses to automate customer interactions using AI trained on their own business information, product catalogs, and uploaded documents. The system can:
- Respond to customer queries 24/7
- Answer FAQs related to products, pricing, shipping, and discounts
- Capture leads and support appointment bookings
- Recommend products during sales conversations
- Use business catalogs and uploaded files for contextual responses
Businesses can customize the AI using their own information so that replies remain relevant to their products and services. WhatsApp says businesses remain fully in control of conversations even after enabling Business AI. Business owners can:
- Take over chats manually at any time
- Modify AI response behavior
- Disable the AI system entirely whenever required
The company positions the feature as an assistant rather than a replacement for human support teams.
Future UPI Payments Integration
WhatsApp has also confirmed that UPI-based payments inside chats are planned for a future update. Once introduced, customers will be able to complete purchases directly within WhatsApp conversations without switching to external apps or payment gateways.
Early Adoption & Business Feedback
According to a 2025 Kantar study cited by WhatsApp, around 91% of online adults in India interact with businesses weekly through messaging platforms. Selected businesses testing Business AI have already reported measurable improvements.
Soil Concept
The personal care brand said it previously missed customer queries outside working hours. After adopting Business AI:
- Conversion rates reportedly increased by 80–90%
- Customer base expanded to over 15,000 users
- Setup required no coding or external tools
The Purple Sunset
The gifting business reported:
- Handling 60 – 70 customer queries daily using AI
- Generating 6 – 7 daily orders through AI-assisted chats
- Around 40% increase in sales
Both businesses highlighted reduced manual workload and improved response handling.
Setup Process
Eligible businesses can activate the feature directly from the WhatsApp Business app:
- Open the Tools tab
- Select “Your Business AI”
- Follow the setup instructions
Once enabled, the AI begins responding using the business profile, catalog data, and uploaded documents.
Speaking on the launch of Business AI, Ravi Garg, Director, Business Messaging, Meta India, said, “Small businesses are the backbone of India’s economy, and we clearly understand the value of every customer conversation for them. Over the years, we’ve consistently heard that managing high volumes of customer queries with limited resources remains one of the biggest challenges for small businesses. This is where we believe AI can be a game-changer for them. With the introduction of Business AI on WhatsApp, we’re now putting that capability directly into the hands of small businesses – ensuring they never miss a customer query outside business hours or struggle to keep up during peak demand.”
Availability
Business AI is rolling out gradually for eligible WhatsApp Business users in India. WhatsApp says the feature supports all native Indian languages and will expand to more businesses over the coming weeks.
