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WhatsApp Business is set to receive two new features in the coming months, Meta said on Tuesday. The company announced new features for businesses at its global Conversations conference in Miami. The feature is being marketed at larger companies that will soon be able to accept and make voice calls with customers. The second feature adds an AI chatbot called Business AI that can tell customers product recommendations all on their own to sell more too. And both features are expected to ship in the next few weeks.
WhatsApp Business to Get Two New Features:
In a newsroom article, the social network noted that "we’re now updating how businesses create and manage advertising across all Meta platforms – including Facebook, Instagram and WhatsApp." This is available to businesses in Ads Manager.
WhatsApp Busines is now simplifying its platform, doing away with separate experiences for small businesses and enterprise customers. All setup and management will now be consolidated in one place within Ads Manager. The company added that businesses can upload their subscriber list once onboarded and choose either to select marketing messages manually as an additional placement, or use Advantage+, and Meta’s AI models will automatically optimise their budgets to deliver performance.
Onto the two new capabilities, WhatsApp Business users will be able to access a new chatbot called Business AI. Personalised product recommendations can be made to the customer to increase sales. It also has the option to follow up with customers, answering their questions or giving them updates, directly in the WhatsApp conversation. This will be initially available to a few select businesses in Mexico.
Previously, only small businesses could receive voice calls from customers through the WhatsApp Business console. Now, the feature is being rolled out to larger businesses too. Both can hop on a call with customers when they express interest in speaking with a live person, or call a customer as soon as they have indicated that they want to speak with a representative.
WhatsApp Business will soon support voice messaging and video calls for specific use cases as well (video call support, for example, would be available for telehealth appointments). The broader voice support that Meta said will come with it will set the stage for eventually AI-powered voice support. The company however did not give any time frame for the feature.
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