Meta changed the WhatsApp Business Platform terms to bar general-purpose assistants where the AI is the product itself, such as ChatGPT and Perplexity on WhatsApp. The terms applied to new API users from 15 October 2025 and to everyone from 15 January 2026. The question we hear most: does this ban my customer-service bot? No.
What exactly is banned
Open-ended assistants that answer anything, generate content or act as conversation companions — when that assistant is the service being offered. In short, AI companies can no longer distribute their general assistants through the business API.
What is still allowed
Bots that serve a real business, where AI is a supporting feature rather than the product:
- Answering frequent questions about your products, services and prices.
- Bookings and appointment reminders.
- Order tracking and post-purchase notifications.
- Helping a customer buy, then handing over to a person when needed.
- Verification codes and login.
What this means for you
- Scope the bot: your questions, bookings and orders — and a polite no to the rest.
- Design a clear handover to a person; a good bot knows when to stop.
- Use the official platform, not tools that mimic the regular WhatsApp app — those can get your number banned.
- Check Meta's terms before any new feature; the policy and its enforcement keep evolving.