WhatsApp Doubles Down on Security & Government Partnerships in India, Aiming for “Digital Citizen Participation”
WhatsApp is implementing important changes in India, focusing on bolstering security for business customers and expanding its role in delivering government services directly to citizens. The moves signal an ambition to transform the messaging platform into a central hub for daily interactions with the state.
Crackdown on Business Spam with a New Consent System
Ravi Garg, head of WhatsApp Business for India, stated that obtaining explicit user consent is now paramount for businesses utilizing the platform. New guidelines are being enforced, restricting companies to contacting users only after receiving affirmative permission.
These rules aren’t simply about obtaining consent; they impose strict time limits.Businesses have a 72-hour window for initial contact, and if two attempts to connect go unanswered, authorization for further communication is automatically revoked. A robust feedback mechanism is also in place: user reports of ”spam” trigger immediate action, resulting in account blocking or warnings for offending businesses. Meta and WhatsApp reported blocking over 6.8 million accounts linked to fraud in the first half of 2025 alone, demonstrating the scale of the problem they are addressing.
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Expanding Government Services via WhatsApp Chatbots
alongside the anti-spam measures, WhatsApp is aggressively expanding its partnerships with Indian government agencies. The state of Odisha recently launched “Ama Sathi,” a chatbot offering 120 government services – including birth certificates,driving licenses,and social benefits - to its 45 million residents via WhatsApp,available in both Odia and English.
This model is already proving prosperous in Andhra Pradesh, where 4 million citizens utilize the “Mana Mitra” bot to access over 700 services. Notably, 75% of students in Andhra Pradesh received their CBSE examination approvals through WhatsApp. The platform is also integrating with public transportation, allowing commuters in six major cities – including Mumbai, Delhi, and Bangalore - to purchase metro tickets directly within the app.
AI Powers Scalability and Multilingual Support
Meta’s investments in Artificial Intelligence are central to this expansion. WhatsApp is developing AI agents to provide automated, multilingual customer service for small businesses. For government services,AI chatbots are handling a large volume of citizen inquiries 24/7.
The strategy is presented as a response to the growing problem of spam on conventional mobile networks. WhatsApp aims to establish a high-quality communication channel, avoiding simply transferring the spam issue to its platform.
A Vision for Universal Access to Government services
Ravi Garg articulated WhatsApp’s ambitious goal: “We will offer every single official service via a WhatsApp number.” Discussions are already underway with ministries overseeing railways, health, and education.
The “Ama Sathi” program in Odisha is projected to expand to over 500 services in the coming months. WhatsApp is positioning itself as a core component of India’s digital infrastructure, extending far beyond the capabilities of typical messaging applications.
The success of this strategy hinges on maintaining user trust through effective security measures and spam control. If successful, WhatsApp could fundamentally redefine the role of a messenger app, transforming it from a simple communication tool into a powerful platform for digital citizen engagement.
