Meta has launched Business AI inside the WhatsApp Business app in India, enabling eligible small and medium — sized businesses to offer automated, 24/7 customer support. The feature can respond to customer queries, capture leads, book appointments and help drive sales from within the existing app without requiring additional platforms or third‑party software, and it will roll out to qualifying businesses in the coming weeks. This gives merchants a native automation option inside WhatsApp rather than relying on external chat stacks or middleware.
The move targets India’s heavy messaging commerce: a 2025 Kantar study cited by Meta found that 91% of online adults in India chat with a business weekly, making messaging a preferred channel and placing WhatsApp at the center of customer interactions. Business AI runs natively inside the WhatsApp Business client and supports India’s native languages, a combination Meta says reduces integration complexity for builders and integrators while improving local — language interactions for customers.
Meta highlighted early pilot results to illustrate impact on small sellers. Soil Concept, a plant‑based personal care brand, reported conversion rates rising to 80 — 90% and a customer base growing to more than 15,000 after enabling round‑the‑clock support. The Purple Sunset, a customized gifting business, said the AI handles conversations that close six to seven orders daily and attributed a roughly 40% increase in sales to the tool. Meta framed these examples as evidence that Business AI helps small firms remain responsive during peak demand and outside regular business hours.
Eligible businesses can enable Business AI from the WhatsApp Business app by opening the Tools tab and selecting “Your Business AI,” then following the guided setup steps. Meta notes there are specific eligibility criteria for Indian small and medium‑sized businesses; companies that meet those conditions can activate the feature immediately once it appears in their app. For additional details and enrollment information, Meta directs businesses to its Business AI help page.
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