WhatsApp Introduces AI Support Chat for iOS Users

WhatsApp is making it much easier to start a chat with support and get responses to queries around the clock.

The wave of AI (Artificial Intelligence) has hit every industry, and the global tech giants have been working tirelessly to incorporate its benefits in their existing and upcoming products and services.

One such industry leader, Meta, the parent company which owns WhatsApp, has in its latest development introduced a new feature for iOS users (Apple device users), that provides direct access to an official WhatsApp Support chat within the app. This dedicated chat allows users to send queries and receive responses powered by artificial intelligence (AI), streamlining the customer support experience. While the support was already available, this update simplifies user access and interaction, whenever they run into an issue. The users will also be able to connect with human support staff within the same chat, making it easier to resolve issues directly through the app.

This new initiative as a support chat for the global messaging platform, will promote receiving direct responses that are powered by artificial intelligence. According to details shared by a feature tracker, users will also be able to ask for assistance from WhatsApp support staff in the same chat. It has begun rolling out this dedicated feature to via the App Store.

It provides users with direct access and is expected to reach more users in the coming weeks. Once enabled, users can identify the official WhatsApp Support chat by its Meta Verified blue check mark and the verified “About” information section in the chat. The feature allows users to seek help directly within the app and follows Meta’s broader push into AI-based services – including a recently announced chatbot that assists businesses with product recommendations.

How to Use AI Assistance

To start a conversation with WhatsApp Support, users need to go to their Settings > Help > Help Center > Contact Us, which opens the official support chat.
The chat uses AI-generated responses, and users are notified that some answers may be inaccurate or inappropriate.
Each AI response includes a visible Meta AI tag and timestamp. Users can also send screenshots and queries to receive instant replies.
While the AI-powered support chat is useful for common issues, it currently lacks a clear option to connect directly with human support staff.

Notably, this update will make it easier to track conversations, especially in busy group chats where multiple users respond to the same message at different times. By keeping related replies bundled together, the new format improves readability and preserves context – similar to how threads work on platforms like Slack.

This change is expected to greatly enhance the usability in large groups or professional chats.
All messages generated using Meta AI will include an indicator in the bottom right corner of each message bubble, next to the timestamp. Users can type their queries or add screenshots of their issues and receive automated responses, based on the pre-set responses fed in the bot, as developed using the LLM (Large Language Model) by Meta’s software developers and tech experts.

The new feature hints at the rapid pace Artificial Intelligence as a niche is growing and venturing into every modern-day service, product, App and domain. The introduction of AI-led chatbots by WhatsApp speaks volumes of the influence its creating and the shifting gears towards creating a culture that is cemented on technological reliance and minimal human intervention, at least for regular and day-to-day common interactions.

In the coming days, many more Apps may follow through and work on the same footsteps as Meta has decided with this latest feature. However, for Android users, the AI chat-box benefit is yet to be launched by the company.