The company announced that large businesses will soon be able to connect with customers through voice calls. This update will also enable WhatsApp to expand the use of AI-powered voice agents.
Currently, small business accounts can already chat with customers via voice on WhatsApp, but this feature was not available for larger business accounts. In the coming weeks, large businesses will gain access to voice calling through the API, allowing customers to call businesses and businesses to call customers back.
Additionally, customers will soon be able to send and receive voice messages from businesses.
Through these voice channels, companies can use AI-powered voice agents from startups like Vapi, ElevenLabs, Coval, or Phonic to automate customer service on WhatsApp.
An AI-based chat customer support and outreach feature that began testing last year is now being expanded to more merchants in Mexico.
WhatsApp is also exploring AI-driven product recommendations on merchant websites. After an initial recommendation or conversation, the AI can answer follow-up questions and provide updates via WhatsApp.
These updates have started rolling out to business users and will reach a wider audience over the coming weeks.
