WhatsApp is one of the most popular messaging apps in the world. And with so many people using the app, people run into problems with it from time to time. However, especially in places like India, we are used to raising a call to customer service when there is an issue with a device, gadget or any of our equipment. If your Blinkit order is not delivered within 8 minutes, we love to pick up the phone and inquire about every detail. But what if you face a problem with WhatsApp? Your only option is to Google and see if someone else on the internet has found a solution to your problem. This is not the best way, and not the most convenient one. But things may change soon.

A report by WABetaInfo claims that WhatsApp is working on a new feature that will provide access to human support on the web app. The blog claims that WhatsApp is leveraging artificial intelligence (AI) to reduce response times and provide a more customized and efficient customer support experience. The platform is basically experimenting with ways to provide users with direct access to the support team, making it easier and more seamless to resolve their concerns.

Currently, the mobile app does not provide any way to contact customer service. There is only a help center with some frequently asked questions (FAQs) if they resolve your issue. However, on the web app, there is still no way to interact with a human agent to resolve an issue, but there is a Contact Us option, which lets you send your issues to WhatsApp. You can choose to send it through the in-app chat box or through email, someone from WhatsApp will reach out to you through WhatsApp chat or email accordingly. Many times this chat is actually with an AI agent.

However, with the arrival of the new WhatsApp feature, contacting a human agent will add an additional layer to WhatsApp support. Similar to contacting a bank, if simply chatting or talking to an AI agent solves your problem, then great. Otherwise, you will be able to direct that conversation to a human being who can guide you through a solution to your problem. According to screenshots shared by WABetaInfo, WhatsApp is testing an option called Chat with Us in the web app, which will be in the Help section of the desktop app.