About using business AI to chat with customers

Note:
  • This feature is currently only available in limited countries to select businesses, such as those running Facebook or Instagram ads that click to start a WhatsApp chat and have a product catalog. It might not be available to you yet.
  • At this time, only English and Spanish are supported. The language that business AI uses is determined by your business's phone number.
Business AI is an artificial intelligence (AI) service from Meta for businesses. Businesses on WhatsApp can use business AI to enhance parts of their conversations with customers who choose to use AI from Meta.
When your business connects business AI, it can perform the following actions for your customers based on the information you provide:
  • Respond to customer questions about basic business information like your business hours or location
  • Provide answers to customer questions about specific products or services
  • Recommend products or services to your customers
  • Provide customers with details about pricing and inventory
  • Respond to customer questions about discounts, payment, and shipping
If at any point you choose to respond to your customers' messages manually, the AI will stop generating responses on your behalf unless you unmute it. Messages sent or received in chats that have connected business AI will still be collected by Meta to improve AI at Meta, even when you mute business AI. When you disconnect business AI, you will no longer be sharing your messages with Meta to improve AI at Meta.
We will let customers know the first time they start chatting with a business that has AI connected. When messaging with your business, customers will see the following message if you’re using business AI in a chat: AI from Meta receives chats to improve AI quality and generate messages for this business. When your business connects business AI, business AI uses information about your business, such as catalog, business description, address, and hours, to answer your customers’ questions. WhatsApp’s parent company Meta may use this information, as well as your messages in chats where AI has been turned on, to improve AI at Meta.
Note:
  • Turning on business AI may impact your ability to use certain features of the WhatsApp Business app, including broadcast lists, disappearing messages, and message editing and deletion. You can always disconnect business AI to restore access to those features.
  • AI-generated messages may not be accurate or appropriate. To learn how to provide feedback about a message created by business AI, view this article.

How to turn on business AI

Businesses using business AI on the WhatsApp Business app can turn on business AI through the app. Tap the Tools tab > Business AI, then follow the instructions to get started.
Alternatively, you can turn on business AI in individual chats.

Android

  1. Open the desired chat.
  2. Tap
    > AI replies.
  3. Tap Turn on.

iOS

  1. Open the desired chat.
  2. Tap the customer's name.
  3. Tap AI replies.
  4. Tap Turn on.

Meta Business Suite

Businesses can also turn on business AI using Meta Business Suite. To learn how, view this article. Once you have completed the steps, you should receive a message from Facebook Business Account on the WhatsApp Business app.
  1. Open the message, then tap Scan QR code.
  2. Using your phone's camera, scan the QR code you received from Meta Business Suite.
  3. Finish setting up business AI on Meta Business Suite.

How to disconnect business AI

If you no longer want to use business AI, you can disconnect it.
To disconnect business AI:
  1. Tap the Tools tab > Business AI.
  2. Tap Disconnect AI.
  3. Tap Disconnect.
  4. Tap Next > Disconnect.
Note: Businesses using business AI on the WhatsApp Business Platform can learn more about using business AI in the developer documentation provided to them.

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