WhatsApp has replaced its old contact form with an AI-powered support chat. Here’s how the new help system works, what it means for users, and how to access it.
AI Replaces Forms in WhatsApp Support
Picked up by WABetaInfo, WhatsApp is officially revamping its in-app support process, making it faster and more intuitive by removing the traditional form and replacing it with an AI-powered support bot.
Previously, contacting support meant filling out a form, attaching files, and waiting — sometimes indefinitely — for a reply. Now, users heading to Settings > Help > Help Center > Contact Us are greeted by a live support chat, starting with a bot trained to understand issues using natural language processing.
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Here’s How It Works
Instead of navigating confusing help articles or waiting endlessly, the AI chatbot guides you through solutions based on WhatsApp’s internal knowledge base. If the problem isn’t resolved, it can request more details and escalate the conversation to a human support rep.
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The feature was first spotted in TestFlight beta, but it appears to already be rolling out to regular WhatsApp users on both Android and iOS, possibly region by region.
Why It Matters
This move aligns with a broader trend across tech, where AI is becoming the first line of support, handling routine issues and freeing up humans for complex problems. Apple has also been reported to be working on something similar for the Apple Support app.
If WhatsApp pulls it off correctly, users could enjoy faster response times and a far more streamlined support experience.
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