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WhatsApp

WhatsApp broadens in-app features to help users browse and find businesses • ZebethMedia

WhatsApp is introducing new Yellow Pages-like features to help users find businesses from within the instant messaging app, part of the Meta-owned platform’s growing attempts to make deeper inroads with e-commerce. The encrypted messaging service, used by over 2 billion users worldwide, said on Thursday that it’s expanding a feature called ‘Directory’ to all users in the key overseas market of Brazil to help them browse and discover local small businesses in their neighborhoods. The nationwide rollout follows WhatsApp testing the directory feature in Sao Paulo last year. WhatsApp is also introducing the ability to find larger businesses from within the app. The feature – rolling out in several markets (Brazil, Colombia, Indonesia, Mexico and the U.K.), a spokesperson told ZebethMedia – will allow users to browse businesses by category such as banking, food and drink and travel as well as by their names. The feature, called ‘Business Search,’ aims to help individuals avoid having to spend time looking for phone numbers of businesses from their websites and keying in and saving those details to their phone contacts, the company said at a WhatsApp-focused business summit in Brazil. The new features underscore WhatsApp’s growing attempts to turn the behemoth messaging app into a commerce engine, one of its largest bets to generate revenue from the otherwise free service. The company disclosed in the quarterly earnings last month that the click-to-WhatsApp ads business had grown 80% year-over-year and was on track to generate $1.5 billion in annual revenue. “We want to make it easier for people to get more done on WhatsApp,” Meta CEO Mark Zuckerberg said at the summit. “Part of that is building better ways to engage with businesses. And while millions of businesses in Brazil use it for chat, we haven’t made it easy to discover businesses or buy from them, so people end up having to use work-arounds. The ultimate goal here is to make it so you can find, message and buy from a business all in the same WhatsApp chat.” Brazil, the most populous nation in Latin America, is a key region for WhatsApp. The platform, which has amassed over 120 million users in Brazil, has chosen the South American market for testing several new business offerings. WhatsApp last year introduced a payments-to-merchant service in Brazil, in what was briefly a world-first feature for WhatsApp. It rolled back the functionality shortly afterwards following the local central bank stating that adequate risk and regulatory tests were needed to be undertaken first. Brazil’s monetary authority said at the time that its decision would “preserve an adequate competitive environment, that ensures the functioning of a payment system that’s interchangeable, fast, secure, transparent, open and cheap.” The encrypted messaging platform, which received the approval to operate peer-to-peer payments in the nation last year, said it’s still waiting for the regulatory clearance on merchant payments. But that’s not stopping it from continuing some development work. Payments giant Cielo, multinational Fiserv, merchants acquirer Getnet, payments platform Mercado Pago and credit and debit cards player Rede have built the technical integration with WhatsApp and many of them are participating in production testing, Meta-owned unit said. “If you run a business in Brazil, that means people will be able to find you, contact you and purchase from you all in one WhatsApp chat, and we’re working to bring this experience to more countries in the coming months too,” Zuckerberg said. “This is the next step for business messaging and I’m looking forward to hearing about the opportunities this unlocks for all of you.”

WhatsApp India head Abhijit Bose, Meta India public policy director Rajiv Aggarwal quit • ZebethMedia

WhatsApp’s head of India Abhijit Bose and Meta’s public policy head for the country Rajiv Aggarwal have both left the social networking firm — just days after Meta India chief Ajit Mohan quit the company to join rival Snap. On Tuesday, Meta confirmed the departure of both executives. The company also announced the appointment of Shivnath Thukral as its director of public policy in the country — replacing Aggarwal, who joined the company last year from Uber. “I want to thank Abhijit Bose for his tremendous contributions as our first Head of WhatsApp in India. His entrepreneurial drive helped our team deliver new services that have benefited millions of people and businesses. There is so much more WhatsApp can do for India and we’re excited to continue helping advance India’s digital transformation,” said Will Cathcart, Head of WhatsApp, in a prepared statement. More to follow…

WhatsApp officially launches its new discussion group feature, Communities • ZebethMedia

WhatsApp today is officially launching Communities, the new feature offering larger, more structured discussion groups that first entered into testing earlier this year. Designed to help organizations, clubs, schools, and other private groups better communicate and stay organized, Communities bring a number of new features to the messaging platform, including admin controls, support for sub-groups and announcement groups, 32-person voice and video calls, larger file sharing, emoji reactions, and polls. Communities themselves can support groups of up to 1024 users and offer end-to-end encryption. Some of the features developed for Communities, like emoji reactions, large file sharing (up to 2GB)and the ability for admins to delete messages, had already made their way to the WhatsApp platform ahead of today’s launch. Now, the company says polls, 32-person video calls, and larger group sizes will also be supported on WhatsApp more broadly outside of Communities. The new feature may initially draw some comparisons with Facebook Groups as they both support things like sub-groups, file sharing, admin functionality and more. But while Facebook Groups are often used by disconnected strangers who share a common interest, WhatsApp Communities are meant to be used by members who may already be connected in the real world. Unlike on Facebook, WhatsApp is phone number-based, meaning people joining these discussion groups already have some familiarity with one another, as they may have exchanged phone numbers or at least have shared their number with a group admin. However, the phone numbers will be hidden from the wider Community and only made visible to admins and others in the same sub-groups as you. This is meant to balance users’ demand for privacy with the need to allow fellow group members to reach you. For instance, you may not personally know every parent on your kid’s sports team, but you’re likely comfortable interacting with them in a private group setting that may exist as a sub-group of the entire school’s Community. In addition, unlike Facebook Groups which can be discoverable on the platform, WhatsApp Communities are hidden. There will not be a search and discovery feature available — you have to be invited to join. Image Credits: WhatsApp At launch, admins of existing group chats will be able to transition their group to Communities, if they prefer, or they can opt to re-create their group as a Community from scratch. Admins also have the power to add members to the groups or they can send out invite links that allow others to become Community members. Communities are structured with one main announcement group which alerts everyone of the most important messages. But members can only chat in small sub-groups the admin has approved. This can keep members from being bombarded with messages about group happenings and events they’re not connected to. For example, members might create a sub-group for a volunteer project or planning group, where only some people would need to chat. The launch of Communities could challenge other apps that have grown popular for private and large group communications, including Telegram and Signal, as well as standard messaging platforms like iMessage, and apps aimed at organizations or schools like GroupMe, Band, TalkingPoints, Remind, and others. In an announcement, Meta CEO Mark Zuckerberg also stressed the encryption aspects of the Communities feature, saying that the company is “aiming to raise the bar for how organizations communicate with a level of privacy and security not found anywhere else.” “The alternatives available today require trusting apps or software companies with a copy of their messages – and we think they deserve the higher level of security provided by end-to-end encryption,” he said.  Image Credits: WhatsApp There are still concerns that Communities like this could facilitate groups that engage in illegal or dangerous behavior, similar to how Facebook Groups have allowed health and election misinformation to thrive in recent years, stoking the fires that led to events like the January 6 Capitol riot, for instance. WhatsApp’s measures to stop such things seem limited, as the company says it will rely on the available unencrypted information about the Community, like its “name, description and user reports” to determine if action is needed. It says if it finds a group is being used to distribute child sexual abuse material, coordinate violence, or engage in human tracking, it will ban the individual Community members and admins, disband the Community or ban all the Community members, depending on the situation. However, the company did note that messages that have already been forwarded will only be able to be forwarded to one group at a time, rather than five, which is today’s forward limit, in an effort to reduce misinformation’s spread. The company, of course, is also still working to rebuild its reputation on the privacy front after the backlash over its hard-to-understand policy update last year, which caught the eye of some anti-competition authorities and regulatory bodies, including in the EU and India. WhatsApp later added more clarity to its policies and noted the launch of Communities would not require another policy update. Communities have been in testing with over 50 organizations in 15 countries to gain early feedback. In August, WhatsApp confirmed it had rolled out the feature to a small number of testers but didn’t offer a launch date. Today, the feature will begin to roll out to the wider WhatsApp user base, reaching all users worldwide over the next few months on both Android and iOS.

Bengaluru launches QR train ticketing service on WhatsApp • ZebethMedia

WhatsApp users in the city of Bengaluru can now use the instant messaging app to purchase train tickets and recharge their travel passes, the Meta-owned platform said Monday in what it described as “the first-ever QR ticketing service” for its app. WhatsApp and Bangalore Metro Rail Corporation (BMRC) said they have partnered to launch a WhatsApp chatbot-based QR ticketing service for the city’s rapid transit system named Namma Metro. Available in English and Kannada, the chatbot allows commuters to purchase their single-journey transit tickets, recharge metro travel pass, check updated fare tables and view transit timetable. Commuters need to send ‘Hi’ to the phone number +918105556677 to initiate their interactions with the chatbot. “This is yet another great example of how organizations across sectors, from the largest transportation service to the smallest retail business, can transform their customers’ experience using the WhatsApp Platform,” said Abhijit Bose, Head of WhatsApp India, in a prepared statement. WhatsApp users can make payments for their tickets and recharges using UPI after choosing their travel details on the app. The QR ticket, once generated, can be scanned at the terminal for contactless entry and exit. “It is a proud moment for us as BMRCL becomes the first transit service globally to launch QR ticketing service on WhatsApp,” said A.S. Shankar, Executive Director (O&M), BMRC, in a statement. WhatsApp considers India as its biggest market globally, with more than 400 million users. Earlier this year, the Meta-owned messaging service also got the approval to extend its UPI-powered payments service to 100 million users in the country after a series of delays and setbacks.

Meta hit with antitrust breach order in Turkey for combining user data across Fb, WhatsApp, Instagram • ZebethMedia

Meta won’t be quaking at the size of the penalty it’s just been handed by Turkey’s competition authority, which announced a 346.72 million lira sanction today. The circa $18.6M fine pales in comparison to a number of recent stings hitting it from European regulators. Such as the $267M fine for WhatsApp in the European Union just over a year ago — for transparency breaches of the bloc’s data protection framework; or the $70M spank a year ago from the UK’s competition authority after it said Meta failed to comply with information requests during scrutiny of its purchase of Giphy. It was subsequently ordered by the UK’s CMA to undo that acquisition too, so the whole sorry saga will likely cost it considerably more. Plenty more data protection complaints are still hanging over its head too, such as the one targeting its EU-US data flows that could see an order to suspend those transfers — and essentially shutter its service in Europe — in the coming months unless a looming replacement for the defunct Privacy Shield framework can be rushed into place first. Still, it’s the crux of the Turkish fine — that Meta holds a dominant position in social media and sought to obstruct competitors by combining data between separate services it operates — that’s likely to send a chill down the social networking giant’s spine because its business runs on people profiling. And that runs on its ability to obtain people’s data and flesh out detailed ad profiles. So any regulatory roadblocks that cut into its ability to conduct its unfettered surveillance of Internet users poses an existential threat to its core microtargeting ad model. The Turkish action is also of note because Germany’s competition regulator has had a similar concern for years. It started investigating Facebook’s ‘superprofiling’ all the way back in March 2016 — going on to confirm an abuse finding in a February 2019 order which concluded that the company’s trampling of user privacy amounted to “exploitative abuse” and a violation of its dominant position in social networking. Hence the German FCO ordered Facebook to stop combining data on users of different products. But Meta appealed and an enforcement battle over that earlier German data separation order continues. Its appeal was referred up to the bloc’s top court in March 2021 and is still pending a judgement (likely next year). But an opinion put out by influential advisor to the CJEU last month favored allowing antitrust authorities to consider data protection compatibility as part of their assessment of competition rules — which, if the court follows the AG’s view, would be bad news for Meta across the EU, as it would open the door to more competition watchdogs taking a non-siloed, ‘big picture’, comprehensive view of what it’s doing when assessing any antitrust concerns. There is therefore a growing sense that international regulators are — gradually, inexorably — closing in on Meta’s legacy of moving fast and breaking things (or, as appears a better description of its modus operandi, hoovering up in all the data and pooling it into a massive data lake far from the reach of any user control, per leaked internal documents). “By combining the data collected by [Meta] from Facebook, Instagram and WhatsApp services… it causes the deterioration of competition by making it difficult for competitors with personal social networking services operating in online display advertising markets and creates barriers to entry to the market,” the Turkish competition authority wrote in a decision published today — following the culmination of an investigation — and explaining its decision to impose an administrative fine [the decision text is in Turkish; we’ve translated it here using machine translation]. The authority’s investigation kicked off last year after a controversial change to WhatsApp’s T&Cs caused a major privacy backlash around the world. And consumer protection regulators in Europe remain concerned about its T&Cs confusing consumers. So there could be more enforcements coming down the pipe on that front, too. (In addition to the massive GDPR ‘transparency’ fine mentioned above — and potentially more GDPR enforcements on a backlog of complaints still being chewed over by the tech giant’s lead data protection regulator in the EU.) The Turkish competition authority found unanimously that Meta holds a dominant position in the social media market and unanimously concluded its behavior amounted to a breach of local competition law. As well as being issued with a fine, the tech giant has been ordered to cease the violation — and establish “effective competition in the market” — with a deadline of one month provided for it to notify the authority of the steps it will take to do that; and a maximum of six months (from today’s decision) for implementing the measures, once approved. Meta has also been ordered to report back to the regulator on the measures it’s taking for a period of five years. The tech giant was contacted for comment on the Turkish authority’s sanction. A Meta spokesperson emailed this brief line — but did not confirm whether or not it will file an objection: “We disagree with the findings of the Turkish Competition Authority. We protect our users’ privacy and provide people with transparency and control over their data. We will consider all our options.” One thing is clear: Meta’s business is facing costly regulatory incursions on multiple fronts — which are threatening its ability to keep a grip on the world’s attention by ignoring privacy laws; threatening its ability to do that through the route of acquiring/assimilating other businesses to grab data that way (as well as threatening its ability to combine data across separate services it already owns); and threatening its ability to try to evade this legacy regulatory reckoning by skating its business to where it thinks the puck is headed (aka ‘the metaverse’) — by blocking its ability to use its market muscle to buy up VR startups that are seeing some nascent success (in what may, in any case, be overhyped vaporware). Add

WATI, a CRM tool built for WhatsApp, raises $23M led by Tiger Global • ZebethMedia

WhatsApp is used by more than two billion around the world, and is an important tool for many small businesses. But as they scale up, even WhatsApp for Business might not be able to keep up with their needs. That’s where WATI (WhatsApp Team Inbox) steps in. Built on WhatsApp for Business’ API, WATI has customer sales and engagement tools created for the messaging app. Today the Hong Kong and Malaysia-headquartered startup announced it has raised $23 billion in Series B funding to scale its team and product. The round was led by Tiger Global with participation from returning investors Sequoia Capital India & Southeast Asia, and new investors DST Global Partners and Shopify (marking the e-commerce platform’s first venture investment in a startup operating in the Southeast Asia region). WATI’s last round of funding was an $8.3 million Series A announced 10 months ago, and its new round brings its total raised to more than $35 million since 2020. WATI founders Bianco Ho and Ken Yeung began working together in 2016, building Clare.AI, an omnichannel AI digital assistant for large Asia enterprises. In 2020, they launched WATI to give SMBs a self-service, low-code product on the WhatsApp for Business API. The startup currently has more than 6,000 customers in 75 countries, including SMBs in spaces like house cleaning, schools, education centers, edtech, fintech, medical facilities, D2C brands and Shopify stores. Ho told ZebethMedia that while she and Yeung were working on Clare.AI, “our assumption was that only larger enterprises had the resources to deploy a successful digital assistant with artificial intelligence.” After a few years of working with their clients, however, the two realized many were looking for a simpler solution, so WATI was created. Part of the reason for its launch was the digital acceleration caused by the pandemic, as many businesses rushed to get online. WATI founders Ken Yeung and Bianca Ho In many emerging markets, and mature markets like Europe, WhatsApp is the preferred communication channel between customers and businesses. WATI helps non-technical businesses scale their customer support, customer engagement and acquisition through its CRM. WATI’s customer engagement software is built on WhatsApp for Business’ API and lets clients send personalized notifications. The platform includes a collaborative team inbox used by multiple agents, and features like smart routing, canned responses, data tagging and analytics. Interactions can be automated through low-code workflows and chatbots, and connected to e-commerce platforms and CRMs. WATI also has integrations with platforms like Zoho, Shopify and Google Sheets. An example of how WATI is used is a large e-commerce company that relies on its to manage campaigns like Prime Day. The company usually gets 60 to 100 messages a day from customers through WATI’s team inbox, the majority of which come from its website’s WhatsApp chat, and sends about 30,000 messages every day when campaigns are active. Another example is an edtech client that has used WATI for almost two years. They rely on about 50 templates a month for lead generation, nurturing, payment reminders and class updates, and send 20,000 to 30,000 messages a day. WATI also helps them get high-quality organic leads through a WhatsApp widget on their website. Ho said WATI’s closest competitor is the native WhatsApp for Business app, which most SMBs start off using, but WATI is a suitable fit for them as their businesses scale. Funding will be used on hiring and investing in WATI’s product stack for low-code automation. The company also has go-to-market plans for emerging markets, like Latin America and Southeast Asia

WhatsApp appears to be facing an outage • ZebethMedia

WhatsApp, the Meta-owned instant messaging app with over 2 billion users, appears to be facing an outage, according to users. DownDetector and WaBetaInfo, two web services that track the Facebook service, have confirmed the outage. The outage began about half an hour ago, according to user complaints. DownDetector shows that users in the U.S. and India are mostly impacted by the outage. (More to follow)

Brands are spamming WhatsApp users in India, Facebook’s largest market • ZebethMedia

As Meta makes deeper inroads with businesses on WhatsApp, its biggest bet to monetize the instant messaging app with over 2 billion users, we are getting an early glimpse at how user experience might change on the free app. It’s not great. Scores of people in India, WhatsApp’s largest market by users with over 500 million accounts, have complained about getting too many spam texts from businesses in recent months. WhatsApp, which quickly displaced the SMS app in the country by offering free texts, is increasingly looking like that SMS app, users say. Thousands of brands in India have signed up for WhatsApp, consistently succeeding in reaching eyeballs of more than 80% users, a person familiar with the matter said, a figure miles ahead of campaigns run on emails and traditional texts. What’s more annoying is that even after users have blocked some businesses, many return to the inbox from different phone numbers, according to author’s account. WhatsApp for business is fast becoming WhatsApp for spam. 🙄 Blocking a couple of accounts every day, these days. PR agencies are also now spamming on WhatsApp. pic.twitter.com/dvgbqx7cz8 — Nikhil Pahwa (@nixxin) September 15, 2022 WhatsApp is the new spam machine, it has become what it intended to solve with SMS. Ola / Uber services are no where close to what they were to replace… taxi / cabs. Every domain, brings up an opportunity to innovate every few years. — pj (@BeingPractical) June 27, 2022 In many ways, the issue doesn’t come as a surprise. Google offered businesses in India the ability to use RCS to supercharge their communication with customers in the country, the company’s biggest market by users. Rich Communication Services, or RCS, is the collective effort of a number of industry players to supercharge the traditional SMS with modern features such as richer texts and end-to-end encryption. The company had to halt the service in the country after some businesses started to abuse the company’s anti-spam policies to send promotional messages to users in India. Read more about WhatsApp’s rampant spam issue on Rest of the World. A Meta spokesperson offered the following comment: “Messaging is the new way to get business done, better than an e-mail or phone call. Our rule is that people always need to request to receive updates before a business can message them, and we empower people with easy ways to block a business or report a problem at any time. We constantly work with businesses to ensure messages are helpful and expected, and we have limits on the number of messages they can send per day. Getting this right is important for us as well as the businesses and most importantly the people we serve.” Updated, 10/10/22, 5:30 PM ET with Meta comment.

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