Kenyan businesses that use WhatsApp to communicate with customers may soon have to spend more on digital customer service after Meta announced changes to its business messaging system.
According to Meta, the changes commences on October 1st, 2026, and will mainly affect businesses using the WhatsApp Business Platform.
This is the version of WhatsApp designed for companies that send large numbers of messages, often through automated systems, Chat-bots or e-commerce platforms.
Many businesses in Kenya use WhatsApp to answer customer questions, receive orders, send payment updates, confirm deliveries and promote products.
The platform has become popular because it is easy to use and allows businesses to speak directly with customers.
