WhatsApp head Kunal Shah has outlined where the world's biggest messaging app is headed next. In a post on X, Shah listed three priorities for WhatsApp, which are, making conversations richer, making everyday services simpler and using AI to help users get more done.
This is the clearest look yet at Shah's plans for WhatsApp since he took over from Will Cathcart in June 2026.
According to Shah these are three areas where WhatsApp will primarily focus on:
- Richer, more expressive conversations: The priority is to improve WhatsApp's core communication features, including voice notes, groups, stickers and video. Shah noted that users send over 10 billion voice messages and more than 4 billion stickers on WhatsApp every day. The goal is to make these features simpler to use and more expressive.
- Making everyday tasks as easy as sending a message: The second focus is on services. Shah brought up tasks like paying bills, borrowing money and staying connected while travelling, which usually require switching between several apps. WhatsApp is working with financial services and telecom partners to bring these tasks inside the app.
- AI that helps you get things done: The third priority is AI. Shah said that WhatsApp wants to use AI (Meta AI, in other words) to help users find information, complete tasks and keep track of bookings and appointments. He didn't share details about specific features or when they would launch.
Most importantly, Shah stressed that the expansion won't come at the cost of privacy. WhatsApp handles over 100 billion messages and 2 billion calls every day. All these personal messages and calls will continue to be end-to-end encrypted.
The payments push in particular makes a lot of sense considering Shah's background. He founded the fintech platform CRED before Meta appointed him to lead WhatsApp globally, alongside a $900 million investment in CRED. However, WhatsApp Pay has struggled to gain traction in India despite the app's massive user base.
According to Entrackr, WhatsApp Pay accounted for just 0.8% of UPI transaction volume in September 2026. In comparison, PhonePe and Google Pay together control nearly 78% of the market. Turning WhatsApp into a go-to app for bill payments and lending will mean competing directly with these big players.
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