Meta Expands WhatsApp Business in India with Payments, AI and Calls

Mumbai, September 17, 2025: Meta considers India as one of its largest markets, and there’s no denying this fact. In the recently held India Business Summit in Mumbai, the tech giant announced a host of new features, especially catered towards its WhatsApp Business model. As per the official announcement, this move is aimed at bolstering connections and networking among businesses, end-users and public services across the country. These new features include in-app payments, voice calling, business AI, and enhanced discovery tools. There is also a strong emphasis on deepening collaboration with state governments for citizen services.

Payments and Calling Added

A major part of Meta’s target group, small business owners who typically use the WhatsApp Business App for their daily operations, can now accept payments directly within the app. One tap facility for quicker in-chat checkouts has been made available to merchants via QR code generation. If at all, there are any complex customer support needs, users will be able to call larger businesses directly from the app. Additionally, future updates are expected in terms of voice messages and video calls for support, which will be especially useful in sectors such as telehealth.

Business AI, Discoverability & Marketing Tools

Meta is adding business AI tools, helping companies automate voice support and scale interactions. Another new tool allows users discover businesses via the Status/Updates tab. Businesses and creators will also get access to ads in Status, promoted channels, and channel subscriptions. Campaigns can now be managed across WhatsApp, Instagram, and Facebook via a unified Ads Manager, with AI-based optimization.

Government & Citizen Services Integration

The summit also highlighted partnerships with state governments including Andhra Pradesh, Odisha, Maharashtra, and Tamil Nadu. These states are working with WhatsApp to deploy official citizen-service chatbots. Andhra Pradesh’s “Mana Mitra” chatbot now offers more than 700 citizen services in regional languages and has been used by over 4 million citizens. Messaging is becoming a preferred way for people to interact with government services.

Implications for Businesses

Businesses of all sizes are expected to benefit through faster customer interactions, reduced friction in payments, and improved reach. The enhancements may help reduce time spent on checkout and customer support, and possibly increase order values. The think-tank report shows 91% of online adults in India now chat with businesses weekly.

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