WhatsApp hosts second business summit in India: Key announcements, features unveiled and more

WhatsApp has unveiled a new suite of tools at its annual Business Summit in Mumbai, designed to help businesses of all sizes connect with customers and streamline operations. The updates span payments, customer support, and marketing, reflecting WhatsApp's expanded role as a business platform.

What are the new WhatsApp Business tools

Payments on the WhatsApp Business App: Small businesses can now offer direct payment options through the app. With a single tap, businesses can share QR codes, allowing customers to pay instantly using their preferred method.In-app calling and AI: WhatsApp has introduced a feature allowing users to call larger businesses directly from the app. This feature is now available to all businesses on the WhatsApp Business Platform in India.

Soon, businesses will also be able to send and receive voice messages and even make video calls, which could be useful for services like telehealth.Additionally, businesses are implementing Business AI, which uses third-party AI solutions to provide automated customer support through the voice calling feature.Centralised campaigns: Thirdly, Businesses in India can now create and manage marketing campaigns across WhatsApp, Facebook, and Instagram from one centralised location: Ads Manager.

They can upload subscriber lists and use Meta's AI to optimise budgets and maximise performance.Channels and Ads: WhatsApp is creating new ways for businesses to grow on the Updates tab, which is used by 1.5 billion people daily. These include ads in Status, promoted channels, and Channels subscriptions.

WhatsApp Business: Expanded services and reach

The company also announced that small businesses can now use both the WhatsApp Business App and the WhatsApp Business Platform simultaneously with a single phone number, providing flexibility for growing businesses.Furthermore, WhatsApp is working with various state governments to simplify access to public services. According to a Kantar 2025 report, 91% of online adults in India chat with businesses weekly. To meet this demand, WhatsApp is partnering with states like Odisha, Maharashtra, Andhra Pradesh, and Tamil Nadu to launch citizen service chatbots. The AP government’s "Mana Mitra" chatbot, for example, now offers over 700 services and has been used by 4 million citizens.