Meta announced it’s products are now used by 3.8 billion users globally. (Image Credit: Zohaib Ahmed/Indian Express)
WhatsApp has announced several new features for businesses in India at Meta’s second annual Conversations conference in Mumbai. The features include Flows, which allows businesses to create customised chat experiences for customers; Payments, which enables customers to pay businesses within the chat; and Meta Verified, which gives businesses a badge of authenticity and additional benefits.
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Flows is a feature that lets businesses create rich menus and forms within the chat, so customers can perform various actions without leaving the conversation. For example, a bank can build a way for customers to book an appointment to open a new account, a food delivery service can build a way to place an order from any of their partner restaurants, or an airline can build a way to check in for a flight and pick a seat. Flows will be available to businesses around the world using the WhatsApp Business Platform in the coming weeks.
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Payments is a feature that makes it easier to complete a purchase directly in the chat. Customers in India can now add items to their cart and send a payment using the method of their choice from all supported UPI apps, debit and credit cards, and more. WhatsApp is working with partners Razorpay and PayU to make paying for something as simple as sending a message. Payments is currently live in Brazil and Singapore as well.
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Meta Verified is a feature that allows businesses to receive verification from Meta, which helps customers know they are chatting with the right business. To become Meta Verified, businesses have to demonstrate their authenticity to Meta and in return receive a verified badge, enhanced account support and impersonation protection. Meta Verified will also come with premium features such as creating a custom WhatsApp page that is easily discoverable via a web search, and multi-device support so multiple employees can respond to customers. Meta Verified will be tested soon with small businesses using the WhatsApp Business app before introducing it to businesses on the WhatsApp Business Platform in the future.
Mark Zuckerberg, the founder and CEO of Meta, said India was at the forefront of many of the innovations that WhatsApp was introducing at the conference. “You’re leading the world in terms of how people and businesses have embraced messaging as the better way to get things done,” he said in a pre-recorded address. India is one of the biggest markets for WhatsApp, with more than 500 million users in the country.
