Meta has announced new features for WhatsApp Business that could change how businesses and customers communicate.
These updates were shared at the Conversations 2025 event in Miami. New features include voice and video calling, AI-powered shopping tools, and marketing integration.
With these changes, companies can now offer personalized shopping, better customer support,
and run marketing campaigns across WhatsApp, Facebook, and Instagram – all from one platform.
Now voice and video calls can be made through WhatsApp
Earlier, businesses could mostly send text messages on WhatsApp. But now, Meta has added voice and video calling for businesses.
Companies can now call their customers directly if the customer agrees. This will help solve complex issues more easily and make customer service quicker and more personal.
Voice messages and AI assistant will make things easier
A voice message feature has also been added. It helps both businesses and customers communicate better, especially in fields like healthcare, education, and finance where speaking is easier than typing.
Meta has also said that, in the future, customers will be able to talk to a voice-based AI assistant that can solve their problems immediately.
Smarter marketing tools introduced
Businesses can now run ad campaigns on WhatsApp, Facebook, and Instagram at the same time using Ads Manager. This makes it easier to manage budgets, design ads, and handle promotions.
Businesses can send messages themselves or use Meta’s Advantage+ AI to automatically manage and improve their ads. Ads can now even appear in WhatsApp Status.
Complete shopping within WhatsApp chat
Meta has launched a new Business AI tool that allows customers to search for products, make purchases, and even get after-sales support – all within the WhatsApp chat.
This makes the entire shopping process possible through chat alone. Right now, this feature is being tested in Mexico and will be rolled out to other countries soon.
Great news for small businesses
These new updates can be very useful for small and medium-sized businesses. They can now reach more customers with fewer resources, offer better service, and save time.
Customers also benefit, as they won’t need to switch between apps – everything can be done on WhatsApp.
