WhatsApp unveils new tools for payments, customer support and discoverability at India business summit

At its second Business Summit in Mumbai, WhatsApp launched new tools including in-app payments, AI-powered customer support, centralized ad campaigns, and Status ads. The platform also showcased its role in public service delivery through government chatbots in multiple states.

Hyderabad: WhatsApp showcased a suite of new features at its second annual Business Summit in Mumbai, aimed at helping businesses strengthen customer engagement, streamline operations, and expand their digital presence.

The Meta-owned platform announced secure in-app payments, enhanced calling capabilities, centralized campaign management, and new discoverability tools, underscoring its commitment to support enterprises of all sizes.

---

Payments on WhatsApp

Small businesses can now accept payments directly within the WhatsApp Business app. Merchants will be able to share QR codes in one tap for faster checkouts, allowing customers to complete transactions using their preferred payment method.

Calling and AI for customer support

WhatsApp introduced in-app calling for businesses, enabling users to connect with larger enterprises directly. The feature will support voice and video calls, with AI-powered customer support assistants being rolled out to handle queries at scale.

Centralized campaigns across platforms

Businesses in India can now plan and execute campaigns across WhatsApp, Facebook, and Instagram through Ads Manager, using Meta’s Advantage+ AI tools for budget optimization and improved reach.

Discoverability via Status and Channels

New ad formats in WhatsApp’s Updates tab, including Status ads and promoted channels, will help businesses and creators reach more people. Brands like Maruti Suzuki, Air India, Flipkart, and Jio Hotstar are already leveraging these features.

Dual use for small businesses

Enterprises can now use both the WhatsApp Business App and Business Platform simultaneously with the same number, enabling them to combine day-to-day interactions with scaled automation.

Public services on WhatsApp

WhatsApp is also expanding its role in citizen services. State governments including Andhra Pradesh, Maharashtra, Odisha, and Tamil Nadu are deploying chatbots to deliver essential services in regional languages. Andhra Pradesh’s Mana Mitra chatbot already offers 700+ services and has served 4 million citizens.

Arun Srinivas, Managing Director & Country Head, Meta India, said, “With our latest tools, businesses will unlock stronger ROI, build deeper connections with customers, and scale successfully. We are excited to see more governments and enterprises using WhatsApp to make services accessible.”