Prime Highlight
- Meta will prohibit businesses from using general-purpose AI chatbots on WhatsApp starting January 15, 2026, focusing on customer engagement rather than chatbot deployment.
- The updated policy allows businesses to use AI for customer service, marketing updates, and transaction-related communications, such as booking queries, without restriction.
Key Facts
- Meta’s change comes in response to rising message volumes and system load caused by AI chatbots answering general questions and generating content, which goes beyond the WhatsApp Business API’s original purpose.
- Meta plans to grow business messaging revenue, positioning it as a key source of income after Facebook and Instagram ads, with a focus on maintaining WhatsApp’s stability and business-related use.
Background
Meta, the parent company of WhatsApp, has revised its Business API policy. Now, businesses are not allowed to use general-purpose AI chatbots on WhatsApp. The new policy, starting January 15, 2026, aims to keep WhatsApp’s main goal clear, helping businesses connect with customers rather than being used as a chatbot platform.
The company confirmed to TechCrunch that this change will not affect businesses that use AI tools for customer service, marketing updates, or transaction-related chats. For example, a travel company using a bot to handle booking or customer queries can continue to use WhatsApp normally.
Meta explained that the WhatsApp Business API was designed to help companies send updates and offer customer support. However, it noticed that some AI companies were using it to launch chatbots that answered general questions and created content. This caused a sharp rise in message volume and system load, which was outside the API’s original purpose.
A Meta spokesperson said, “We are focused on helping the tens of thousands of businesses that are creating useful customer experiences on WhatsApp.”
The move also supports Meta’s plan to grow its business messaging revenue. During Meta’s Q1 2025 earnings call, Mark Zuckerberg said business messaging could become the company’s next big source of income after Facebook and Instagram ads.
With this update, Meta wants to keep WhatsApp safe, stable, and focused on business chats and responsible AI use.
