WhatsApp is rolling out in-app support chat

Reaching out to WhatsApp support is getting easier now with a new built-in option permitting you to get responses from a support agent directly in a WhatsApp chat.

An illustration with a WhatsApp logo in white set against a green background
  • WhatsApp is rolling out in-app support via a WhatsApp chat
  • Responses from a chat agent are marked with a green checkmark
  • You can also choose to receive responses via email

WhatsApp launches in-app support

According to WABetaInfo, the Meta-owned messaging service has been testing this feature with a small fraction of its user base since at least March 2021. The feature then disappeared only to resurface in version 2.21.7.3, which is now live on App Store. You may not see this feature even if you update your copy of WhatsApp for iPhone to version 2.21.7.3 because WhatsApp typically releases new features in stages.

You can choose whether to receive responses from a WhatsApp agent via email or through a WhatsApp chat. To protect your privacy,¬†WhatsApp support chats are always marked with a green verified checkmark. If you get a response from a person that doesn’t have a green verified checkmark, this isn’t a WhatsApp support agent that’s contacting you. Read: How to change your WhatsApp user name on WhatsApp for iPhone

How to contact WhatsApp support from within the app

Every time you reach out to WhatsApp using a built-in option, you can choose whether to receive responses via email or in a WhatsApp chat.

  1. In WhatsApp for iPhone, hit “Settings” at the bottom
  2. Choose “Help” from the root list
  3. Select the option labeled “Contact Us”
  4. Type out your message, then choose “Next” to continue

Before you send away your support query, you can elect to receive any responses via email instead of a WhatsApp chat, which is the default option. To do so, hit the link “Send via Email”. Additionally, slide the switch labeled “Include Device Information” to the ON position to help WhatsApp get to the bottom of the issue you’re having by analyzing crash and usage logs. Read: How to check if a phone number is on WhatsApp

Other information may be shared when you use this option, including your mobile phone number, whether you’re connected to the network via a 3G, LTE, 4G or 5G service, or a Wi-Fi network. Sending this information is completely optional.