What's not changing?
The privacy and security of your personal messages and calls do not change. They are protected by end-to-end encryption, and WhatsApp and Facebook cannot read or listen to them. We will never weaken this security and we label each chat so you know our commitment.
We’re working to better support over 175 million people who message a business account every day. The updates related to optional business features are a part of our broader efforts to make communicating with a business secure, better, and easier for everyone. It includes:
- Enabling customer service: People find it useful to chat with businesses to ask questions, to make a purchase, or get helpful information like purchase receipts. We’re making it easier to chat with businesses who may use Facebook business products. To respond to customers, some businesses need secure hosting services that Facebook plans to offer. When a business uses this service, we will clearly label the chat so it’s up to you whether or not you message them.
- Discovering a business: Often people discover businesses on Facebook or Instagram from ads that show a button you can click to message them using WhatsApp. Just like other ads on Facebook, if you choose to click on these ads, it may be used to personalize the ads you see on Facebook. Again, WhatsApp and Facebook cannot see the content of any end to end encrypted messages.
- Shopping experiences: More people are shopping online, increasing as we are apart. Some businesses with a Shop on Facebook or Instagram can also have Shops on their WhatsApp business profile. This allows you to see a business's products on Facebook and Instagram and shop from it directly in WhatsApp. If you choose to interact with Shops, we will let you know in WhatsApp how your data is being shared with Facebook.
You can learn more details about these optional features and how we work with Facebook here.