WhatsApp has introduced a new AI-powered feature called “Business AI on WhatsApp” in India, aimed at helping small businesses manage customers more efficiently and boost sales. The feature is available in all major Indian languages and will work directly within the WhatsApp Business app, without requiring any additional software or third-party platform.
The new tool is designed to help businesses respond to customer queries 24/7, generate leads, recommend products, book appointments and support sales conversations automatically. According to the company, Business AI can be customised using a business’s own product catalogue, profile information and frequently asked questions, allowing it to provide accurate and personalised responses to customers.
Customers can ask questions related to products, pricing, discounts, shipping and services, while the AI responds instantly based on the information provided by the business. WhatsApp also revealed that the feature will soon support UPI payments directly within chats, making the buying experience smoother for customers and businesses alike.
Even though the AI can handle most conversations, businesses will continue to have complete control. Owners can step in whenever a customer requires personal assistance or if the query becomes more complex. Businesses can also modify how the AI behaves or turn the feature off entirely.
Meta India’s Director of Business Messaging, Ravi Garg, said small businesses are the backbone of India’s economy and often struggle to manage large volumes of customer queries with limited staff and resources. He added that AI technology can become a game-changer by ensuring businesses never miss customer interactions, especially outside working hours or during peak demand.
The company shared examples of businesses already benefiting from the feature. Soil Concept, a plant-based personal care brand, said it was previously losing customers when messages arrived late at night. After integrating Business AI, the company claimed its conversion rate increased significantly, reaching nearly 80 to 90 percent. Co-founder Tuba Siddiqui said the setup process was simple and required no coding or technical expertise.
Another business, The Purple Sunset, which specialises in personalised gifting hampers, also reported positive results. Founder Gunveen Kaur said the AI quickly learned the tone and style of the business and began replying to customers just like a human representative. She claimed the business saw a 40 percent rise in sales and started receiving several confirmed orders daily through AI-managed conversations.
According to a 2025 Kantar study cited by the company, 91 percent of online adults in India communicate with businesses through messaging platforms every week. WhatsApp believes this makes messaging one of the most important tools for customer engagement in the country.
Eligible businesses using the WhatsApp Business app can activate the feature through the “Tools” section by selecting “Your Business AI” and following a guided setup process.
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