![]() ![]() Then came the next stage of businesses wanting “a profile that looks different from what a regular user of the consumer app can do”. And most of the time, it’s the same question, or send me a picture of it, or what size it is,” Idema explained, about how they started to build tools to just make it easier for the business owner to respond to common questions. “I remember meeting with many of them in Mumbai and Delhi, and they would take us to their stores and show us how they have to hire an extra person just to answer all these WhatsApp messages. Most of the features are the result of what businesses were asking for and what WhatsApp saw they were using the services for. We need to make sure we’re building systems to ensure that the experience of talking to a business remains high quality,” he said, also qualifying that business too don’t want to make the experience of messaging with them bad. “If the conversation is one they no longer want to have, they can control that. And it’s especially during the pandemic, we saw that it’s been incredibly useful,” he explained.īut this has been done making sure people feel like they are in control. ![]() We think this is a natural part of what people want to do as a part of WhatsApp. “It started with a belief that people wanted this because it’s what we were seeing in the usage of the app, and we have slowly introduced capabilities to make it possible. “Small business owners were already using WhatsApp, they were putting numbers up on their stores, they were asking customers to just message when they needed groceries,” he remembered, adding that then they hadn’t built the tools that made this conversation easy for businesses. A lot of learning came from India, one of its biggest markets with over 400 million users. WhatsApp believes this is all part of a natural evolution and users want business to be part of their messaging experience. This is a feature that a lot of small businesses have been asking them for a long time, he added. He said along with this, small businesses will also get multi-device capability, allowing multiple phones to manage the same WhatsApp number. The custom URL option being rolled out to business users, Idema said, is “very similar to how you have a URL for your web page, or a name for your app”.
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