TL;DR: WhatsApp introduces innovative features at its global Conversations event in Mumbai, aimed at streamlining interactions between users and businesses. These additions include ‘Flows’ for seamless in-chat actions like seat selection, meal orders, and appointments. Additionally, Meta Verified Businesses on WhatsApp will offer users assurance of authentic engagements. Verified businesses will receive a badge, advanced support, and protection against impersonation. These enhancements mark a significant step in improving customer service and fostering stronger connections.
WhatsApp Unveils New Features to Enhance Business Interactions
WhatsApp’s global Conversations event in Mumbai unveiled a range of new features designed to streamline interactions between users and businesses.
Faster Chat Experiences with Flows
The introduction of ‘Flows’ empowers businesses to offer seamless experiences within a chat. Users can now quickly perform tasks like choosing a train seat, placing a meal order, or booking an appointment—all without leaving the conversation. Businesses can utilize Flows to provide rich menus and customizable forms, catering to diverse needs. This enhancement will be made available to businesses worldwide through the WhatsApp Business Platform in the upcoming weeks.
Meta Verified Businesses on WhatsApp
WhatsApp is introducing a verification system in collaboration with Meta, ensuring users engage with authentic businesses. To attain Meta Verified status, businesses must demonstrate their legitimacy to Meta. In return, they receive a verified badge, enhanced account support, and protection against impersonation. Meta Verified businesses will enjoy premium features, including the creation of a custom WhatsApp page for enhanced discoverability via web search, as well as multi-device support for efficient customer responses. Testing of Meta Verified will commence with small businesses using the WhatsApp Business app, with plans to expand to businesses on the WhatsApp Business Platform in the future.
A Step Forward in Customer Service
These new features signify WhatsApp’s commitment to improving the customer service experience and strengthening connections between users and businesses. By enabling seamless actions and providing verification for businesses, WhatsApp aims to enhance trust and reliability in digital interactions.
WhatsApp looks forward to receiving feedback on how these updates contribute to establishing meaningful connections, nurturing relationships, and facilitating productivity in business communications.