Meta makes its AI customer support bot available globally on WhatsApp and Instagram, with token-based pricing coming to WhatsApp Business Premium

Meta is launching Meta Business Agent globally within WhatsApp and Instagram DMs after nearly two years of testing in countries like India and Mexico. The AI agent can answer customer questions, recommend products, book appointments, qualify sales leads, and reroute queries to a person if needed.

Meta is testing additional capabilities including daily briefings of overnight chats with insights, market research, product feature highlighting, calendar management, and competitive intelligence. The company is also building a platform for larger enterprises to create custom agents that connect to tools like Shopify, Zendesk, and Shopee.

Meta plans to charge businesses for the agent by including it in tiers of WhatsApp Business Premium, with large businesses paying based on how many tokens they use.