What changed
In October 2025, Meta added a section on "AI providers" to the WhatsApp Business Solution terms. Providers whose main offering is a general-purpose AI assistant — the reported examples included ChatGPT, Perplexity and Microsoft Copilot bots on WhatsApp — may not use the business platform for that purpose. Meta decides whether AI is the primary functionality or ancillary to another service.
- 15 October 2025: applied to new WhatsApp Business Platform users.
- 15 January 2026: applied to existing users.
What remains allowed
AI that supports your actual business:
- answering questions about your services, prices and policies;
- booking, rescheduling and reminding about appointments;
- order status and support;
- qualifying sales inquiries and routing them to staff.
Practical checklist for compliant AI on WhatsApp
- Scope the agent to your business. Its knowledge base should be your information, and its instructions should keep it on your services.
- Offer a human. Make it easy to reach a person.
- Respect messaging rules. Templates outside the 24-hour window, opt-in for marketing.
- Review conversations. Spot answers that drift outside your business scope.
Why this matters when choosing a platform
A business-focused platform keeps AI attached to your inbox, knowledge base and team. In BOOTS Automation, AI agents answer from your own knowledge base and hand conversations to your team in a shared inbox. See the WhatsApp AI agent and the AI customer support guide.
This article summarises public reporting and is not legal advice. Check Meta's current WhatsApp Business terms for exact wording.