GUWAHATI: WhatsApp could soon expand beyond messaging and calling, allowing users to make payments, manage appointments and access other everyday services without leaving the platform.
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The plans were outlined by the messaging platform's new chief executive, Kunal Shah, who has identified communication, financial services and artificial intelligence (AI) as the three main areas of focus for the company.
Shah took charge of WhatsApp in June, replacing Will Cathcart as its global head. Before joining the platform, he founded Indian fintech company CRED.
In a post on X on Tuesday, November 10, Shah said WhatsApp aims to reduce the number of steps involved in completing tasks that begin in a conversation. He said the company wants to make everyday activities, such as paying bills, borrowing money and staying connected while travelling, as simple as sending a message.
Shah also highlighted plans to improve communication features, including voice notes, group conversations, stickers and video. He said users currently send more than 10 billion voice messages and over four billion stickers on WhatsApp every day.
The platform also plans to work with financial services and telecom partners to make it easier for users to complete transactions and access services directly through chats.
Artificial intelligence is expected to play a key role in this expansion. According to Shah, AI could help users find information, complete tasks and keep track of bookings and appointments, reducing the need to switch between different applications.
However, Shah stressed that trust and privacy would remain central to the platform's operations. He said WhatsApp handles more than 100 billion messages and two billion calls every day, and that personal messages and calls would continue to remain end-to-end encrypted.
He added that the company's focus would be on making the platform more useful while keeping it simple, reliable and private.
The proposed expansion signals WhatsApp's intention to become more than a messaging service, bringing communication, financial services and AI-powered assistance together within a single platform.
