WhatsApp Business Gets Smarter: Payments, Calls, Marketing Tools and AI Support Rolled Out in India

WhatsApp, widely known as the go-to messaging app, has now become a more powerful tool for businesses. At its second Business Summit held in Mumbai, WhatsApp unveiled a host of new features designed to simplify operations for small and large enterprises, boost customer engagement, and drive growth. From in-app payments to AI-powered customer support, here’s a complete look at the new WhatsApp Business features.

1. Direct Payments on WhatsApp Business App

What’s new?
Small businesses can now receive payments directly on WhatsApp Business without redirecting customers to other apps.

How it works:
Merchants can send a QR code to customers in a single click. Buyers can then pay using UPI, debit, or credit cards right within the app.

The benefit:
This reduces friction during checkout, making the shopping and payment process faster and easier.

2. In-App Calling and AI-Powered Customer Support

What’s new?
Businesses can now connect with customers through voice calls directly on WhatsApp.

When it helps:
This feature is useful for resolving complex queries or connecting with customer service teams. Over time, WhatsApp plans to expand this to voice messages and even video calls, enabling services like virtual health consultations or booking assistance.

Business AI:
With AI assistants, companies can handle customer queries via voice calls, ensuring quicker and more efficient support.

3. Ads Manager Integration Across Meta Platforms

What’s new?
Indian businesses can now manage ads for WhatsApp, Facebook, and Instagram in one place through the Ads Manager.

How it works:
Merchants can create, set up, and manage their ad budgets in a unified dashboard. Soon, they will also be able to upload customer lists and choose where to display ads—or rely on Meta’s AI-driven Advantage+ tool for optimized ad performance.

4. Business Discovery Through Status and Channels

What’s new?
WhatsApp’s Updates tab, already used by 1.5 billion people daily, will now feature ads, promoted channels, and subscription options—giving businesses and creators new ways to expand their reach.

Who’s using it?
Brands like Maruti Suzuki, Air India, and Flipkart have already started testing ads in WhatsApp Status. Popular channels like Jio Hotstar are exploring promoted channel features.

Privacy focus:
These updates will remain separate from personal chats and inboxes, ensuring user privacy.

5. Using WhatsApp Business App and Platform Together

What’s new?
Small businesses can now use the WhatsApp Business app and the WhatsApp Business platform simultaneously—without changing their phone number.

The benefit:
Companies can rely on the platform for automation and bulk messaging while still using the app for group chats, calls, and status updates. This is particularly useful for growing businesses.

6. Easy Access to Government Services

WhatsApp’s role:
According to a 2025 Kantar report, 91% of online Indians chat with companies weekly via WhatsApp. The app is now becoming a bridge to access public services as well.

Already happening:
Millions of Indians are using WhatsApp to recharge metro passes, book tickets, and pay utility bills.

What’s next?
WhatsApp is working with multiple state governments to provide citizens with a single, easy-to-use access point for essential government services.