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Better chats, easier payments and smarter AI: Kunal Shah outlines 3 priorities for WhatsApp
Kunal Shah stressed that WhatsApp's focus on new features would not come at the cost of user privacy and security.
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WhatsApp’s global head Kunal Shah recently outlined three key priorities for the Meta-owned messaging app: focusing on richer communication, simpler everyday services and greater use of artificial intelligence (AI).
In a post on X, Shah, who took over as WhatsApp’s global head in June 2026, said the company wants to help people stay connected with those who matter to them while allowing them to get more things done through the app.
“I’ve spent the last few months listening and understanding what our users want from us and what I heard is simple: help people stay close to those who matter to them, and get more done on WhatsApp. So that’s what we’ll build,” he wrote, before laying out three key priorities for WhatsApp.
What are the 3 key priorities?
Shah said that the first priority is to make connections on WhatsApp richer by improving features such as voice notes, groups, stickers and video. Highlighting how people use the platform to stay connected, he said users send more than 10 billion voice messages and over 4 billion stickers on WhatsApp every day. He added that the company wants to make these experiences simpler and more expressive as people’s communication habits evolve.
The second priority is to make everyday activities on WhatsApp as simple as sending a message. “We want anything you do on WhatsApp to be as simple as sending a message,” he wrote.
Shah said several tasks that begin in chats currently require users to switch to other platforms or complete multiple steps. These include paying bills, borrowing money and staying connected while travelling. “We’re working with financial services and telecom partners so that finishing something feels as easy as starting it,” he wrote.
The third priority is to make WhatsApp more efficient with the help of AI. Shah said that the technology should help users find what they need, complete tasks and avoid missing bookings or appointments. “The best technology saves you time, so you can get back to the connections that matter,” he said.
(Also Read: US-based founder questions why Kunal Shah would leave IPO-bound startup for Meta job)
Privacy will remain a priority
Shah also stressed that the platform’s focus on new features would not come at the cost of user privacy and security. He said WhatsApp handles more than 100 billion messages and 2 billion calls every day, adding that maintaining users’ trust remains essential.
“None of this works without trust… Trust takes years to earn and a moment to lose, and I don't take that lightly. Whatever we build, WhatsApp must remain simple, reliable and private,” he wrote.
He further assured users that their personal messages and calls would continue to remain end-to-end encrypted. “These principles we’ve had for years aren’t changing. Your personal messages and calls stay end-to-end encrypted. This and our quality bar stays the same,” he said.
Shah, who previously headed CRED, also said that the company’s broader aim is to use WhatsApp to create more time for people to connect, build stronger communities and reduce barriers in their everyday lives.
