Omnichat, a Meta WhatsApp business solution provider, has rolled out its new Omni AI Agent Studio, a platform designed to help businesses build custom AI agents for WhatsApp that can handle everything from customer service to marketing and commerce in a conversational setting.
The platform builds upon Omnichat's AI agents, including AI Customer Service Agent, AI Marketing Campaign Agent and AI Shopping Agent, enabling the seamless integration of these custom-built agents into any conversational workflow.
The agents can respond to customer queries instantly, manage marketing campaigns through segmented broadcasts, facilitate conversational commerce and in-chat sales, and feed interaction data into broader CRM systems. Bots can guide customers from discovery to purchase, while preserving personalization and context.
The launch highlights how seriously companies are now taking WhatsApp as a front-end driver of sales and customer loyalty as well as a support channel.
Alan Chan, Omnichat’s Founder and CEO, described the launch as part of a broader push to make agentic AI more accessible to businesses.
“When coupled with our advanced WhatsApp functionalities, including our Social Data Customer Platform and comprehensive WhatsApp loyalty program, our objective is to empower businesses to forge a powerful social CRM.”
As consumers spend more time in messaging apps, brands are following, turning conversations into data-rich touchpoints. Rather than pushing users to websites or standalone apps, companies are meeting customers where they already are, in chat.
WhatsApp’s Growing Role in Customer Engagement
WhatsApp is increasingly becoming more than just a messaging app for friends and family. Across Asia, brands are leaning into the platform as a core customer engagement and sales channel to manage customer relationships, automate interactions and drive revenue. Customers now expect to browse, ask questions, book appointments and even complete purchases without ever leaving a chat window.
That expectation is already evident in consumer behavior. Research from Kantar shows that 71% of Hong Kong consumers message a business via WhatsApp at least once a week, underscoring how deeply embedded messaging apps have become in everyday customer journeys. Silvie Lam, Business Director, Greater China at Meta, said:
“Customers no longer just expect WhatsApp to be a customer service channel. They now expect to be able to reach out to a brand via a messaging app immediately after discovering it through social ads.”
Meta has been expanding its business-focused tools, including integrated marketing campaigns across Meta platforms and advanced AI support, to help brands scale engagement and support directly within WhatsApp.
It is positioning WhatsApp as a full-funnel business platform, supported by tools such as Ads that Click to WhatsApp, WhatsApp Catalog and WhatsApp Flows. These features allow brands to guide customers from discovery to purchase within a single conversation, while collecting data that can feed broader CRM and marketing strategies.
