WhatsApp Business AI launched in India for 24/7 SME customer support
Synopsis
WhatsApp has launched 'Business AI' in India, giving SMEs a round-the-clock AI assistant that handles queries in all Indian languages, automates lead capture and appointment booking, and will soon support UPI payments — all within the existing WhatsApp Business app. For a country where 91% of online adults chat with a business weekly, this could meaningfully shift how small businesses manage customer relationships.
Key Takeaways
WhatsApp launched 'Business AI' in India on 7 May 2025 for small and medium enterprises.
The feature enables 24/7 automated customer support including lead capture, appointment booking, and sales — within the WhatsApp Business app .
Business AI supports all native languages in India and will soon integrate UPI payments within chats.
91% of online adults in India chat with a business every week, according to a WhatsApp study.
Businesses retain full control and can override or disable the AI at any time via the Tools tab.
Rollout to all eligible businesses on the WhatsApp Business app is expected over the coming weeks.
Meta-backed WhatsApp on 7 May 2025 announced the launch of 'Business AI' in India, bringing AI-powered customer support directly to the WhatsApp Business app to help small and medium enterprises (SMEs) manage customer engagement round the clock. The feature enables eligible businesses to respond to queries, capture leads, book appointments, and drive sales — all without requiring additional tools or third-party platforms.
What Business AI Does
The new tool is designed to handle customer conversations 24/7, automating responses to frequently asked questions related to products, services, pricing, discounts, and shipping. It can be customised using a business's own information — including existing business profiles, product catalogues, and documents — allowing for tailored, context-aware interactions.
According to WhatsApp, the AI will support conversations in all native languages in India, a significant feature given the country's linguistic diversity. Starting soon, the platform will also enable UPI-based payments within chats, allowing businesses to complete transactions directly inside the messaging app.
Control Remains with Businesses
Despite the automation, WhatsApp has clarified that businesses retain full control at all times. Owners and managers can take over any conversation from the AI whenever needed, and the feature can be modified or switched off entirely. Eligible businesses can activate Business AI through the WhatsApp Business app by navigating to the Tools tab and selecting 'Your Business AI', where guided setup steps are available.
The rollout to all eligible businesses on the WhatsApp Business app is expected to be completed over the coming weeks.
The Case for AI in Indian SME Customer Engagement
Citing an internal study, WhatsApp noted that 91% of online adults in India chat with a business every week — a figure that underscores the scale of customer interaction that SMEs must manage. For businesses with limited staff and resources, handling high volumes of queries consistently has long been a structural challenge.
Ravi Garg, Director of Business Messaging at Meta India, said the tool directly addresses this gap.
Point of View
The platform is embedding itself deeper into the commerce stack — and adding UPI payments to the mix makes it a potential one-stop shop for discovery, engagement, and transaction. The real competitive pressure falls on CRM platforms and third-party chatbot providers who have built businesses on top of the WhatsApp API. If Meta delivers on multilingual accuracy and UPI reliability, many SMEs may never need to look beyond the app they already use.
NationPress
10 Aug 2026
Frequently Asked Questions
What is WhatsApp Business AI in India?
WhatsApp Business AI is a new feature launched on 7 May 2025 that brings AI-powered customer support directly into the WhatsApp Business app, enabling SMEs to automate responses to queries, capture leads, and book appointments round the clock. It can be customised using a business's own product catalogues, profiles, and documents.
Which businesses are eligible for WhatsApp Business AI?
Eligible businesses can access the feature through the WhatsApp Business app by going to the Tools tab and selecting 'Your Business AI'. WhatsApp has said the rollout to all eligible businesses will be completed over the coming weeks, though specific eligibility criteria were not detailed in the announcement.
Does WhatsApp Business AI support Indian languages?
Yes, according to WhatsApp, Business AI will handle customer conversations in all native languages in India, making it accessible to SMEs operating across diverse linguistic regions.
Will WhatsApp Business AI support UPI payments?
WhatsApp has confirmed that UPI-based payments within chats will be supported starting soon, allowing businesses to complete transactions directly inside the messaging app without redirecting customers to external platforms.
Can businesses turn off WhatsApp Business AI?
Yes, businesses retain full control at all times. They can take over any conversation from the AI, modify its settings, or turn off the feature entirely through the WhatsApp Business app.
