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AI-powered replies arrive in latest WhatsApp Business

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AI-powered replies arrive in latest WhatsApp Business
WhatsApp Business is enhancing its features with the latest beta update for Android, version 2.24.26.16. The update, available via the Google Play Beta Programme, introduces AI-powered replies and a business platform connection, along with refreshed theme colours for a more user-friendly experience.

The new update brings updated light and dark theme colours to the app, replacing the old light blue accents with black for the light theme and white for the dark theme. These changes align the Android app with recent updates to the iOS version, making it easier to differentiate between WhatsApp Messenger and WhatsApp Business.

The most significant addition is the integration of AI-powered replies. Businesses can now use AI to respond to customer messages, particularly during times when human staff are unavailable. The AI can handle common questions, guide users through the purchasing process, and even manage complex queries using machine learning models customised to the business’s needs.

 

To maintain transparency, customers will receive a notification when interacting with the AI system. This feature enhances user engagement while maintaining trust by informing customers about the AI's involvement in real-time. Businesses can also customise the AI to align with their brand voice, ensuring a consistent customer experience.

Another major feature introduced in this update is the business platform connection. This option addresses a key limitation faced by users managing accounts on the WhatsApp Business Platform. Now, businesses can scan a QR code to link their accounts directly to the WhatsApp Business app, providing seamless access to previously unavailable features.

One notable functionality is the ability to share up to six months of one-on-one chat history with the app. This ensures continuity when transitioning to the new system. However, group chat histories remain excluded. All interactions under this service are securely managed by Meta, with notifications provided to customers for transparency.

Currently, these features are accessible to select beta testers. WhatsApp plans to expand availability to a broader audience in the coming weeks. Users are encouraged to update to the latest beta version to explore these innovative tools.

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