WhatsApp is preparing to move beyond simple messaging, aiming to make communication more expressive, integrate everyday financial transactions into the app, and utilize artificial intelligence (AI) to perform practical tasks. WhatsApp's global head, Kunal Shah, outlined these priorities in a post on the social network X, more than four months after he took over from Will Cathcart.
Shah noted that the application will evolve alongside users' changing habits regarding voice notes, groups, stickers, and videos. WhatsApp has over three billion users worldwide, with India being its largest market, where over 500 million users are registered. According to Shah, users send over 10 billion voice messages and 4 billion stickers daily, and the platform processes over 100 billion messages and 2 billion calls.
Kunal Shah stated that the company's goal is to make all user actions in WhatsApp as simple as sending a message. The second objective is to simplify performing daily tasks directly within the chat. The company is collaborating with partners in the financial services and telecommunications sectors to reduce the number of steps required for bill payments, loan applications, and staying connected while traveling.
This expansion process is already underway in India. In April, WhatsApp began offering prepaid mobile top-ups for Jio, Airtel, and Vi operators, and in September, it announced the phased implementation of bill payments through Bharat Connect—a network connecting service providers with payment providers. Meta reported that this service will provide access to 22,722 service providers across 30 categories, including electricity, water, insurance payments, and loan repayments. In October, the UPI system processed approximately 254.7 billion transactions, demonstrating the scale of the digital payments market.
The third direction is AI. Shah believes that AI should help users find necessary information, manage routine tasks, and prevent missing appointments or meetings, although he did not disclose details or timelines for new consumer features. In May, Meta launched Business AI for eligible small businesses in India, allowing them to automate responses, suggest products, and handle appointment bookings in local Indian languages. Furthermore, the company announced the upcoming integration of UPI payments within AI-supported chats.
Similar trends are observed in the broader industry context. In May, Google and Apple began beta testing end-to-end encrypted RCS messaging between compatible Android and iPhone devices. Meanwhile, Reuters reported in September that NPCI is developing a registry to verify AI agents making payments via UPI, raising questions about user consent and accountability when software acts on behalf of a client.
Trust remains critically important. Shah emphasized that personal calls and messages will retain end-to-end encryption. He wrote: 'Trust is earned over years and lost in a moment, and I take this very seriously.' As WhatsApp adds financial and AI services, it needs to explain how payment information and automated functions are handled alongside private conversations. Shah concluded: 'The best technology saves your time so you can get back to important connections.'



