"Services like automated customer support remain allowed when AI is only incidental or ancillary, but "providing, delivering, offering, selling, or otherwise making available" such technologies via the WhatsApp Business Solution is prohibited when they are the main functionality being made available."
""As a result of the new policy, competing AI providers may be blocked from reaching their customers through WhatsApp. On the other hand, Meta's own AI service 'Meta AI' would remain accessible to users on the platform.""
""Copilot on WhatsApp has helped millions of people connect with their AI companion in a familiar, everyday setting," but a transition was needed due to WhatsApp's policy change."
The European Commission opened an antitrust probe into Meta after WhatsApp updated its Business API policy to bar AI providers from offering AI technologies as the primary service. The rule permits AI only when incidental, such as automated customer support, and explicitly prohibits "providing, delivering, offering, selling, or otherwise making available" AI as the main functionality. The update was made in October 2025 and applies to existing AI integrations from January 15, 2026. OpenAI and Microsoft withdrew their chatbots from WhatsApp, citing the policy change. Meta says the claims are baseless and cites system capacity and market competition.
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