CRED founder Kunal Shah on Wednesday spoke about three priorities for WhatsApp in a post on X, saying the messaging platform plans to improve how people communicate, reduce the steps involved in tasks such as paying bills and use artificial intelligence to help users find information and keep track of appointments.
In a post on X (formerly Twitter), Shah described WhatsApp as "a shared language, spoken by 3bn+ people". He said the way users communicate often shows WhatsApp what to build next. After listening to users, he said he heard a common request, "help people stay close to those who matter to them, and get more done on WhatsApp."
"First, we want to make connections richer," Shah wrote. He said people send more than 10 billion voice messages and more than 4 billion stickers on WhatsApp every day. The platform plans to make voice notes, groups, stickers and video simpler and more expressive. Shah pointed to everyday uses such as hearing someone's voice, sharing a joke, making plans or checking that someone is safe.
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"Second, we want anything you do on WhatsApp to be as simple as sending a message," he wrote. Shah cited paying a bill, borrowing money and staying connected while travelling as examples of tasks that can start in a chat and take several more steps elsewhere. He said WhatsApp is working with financial services and telecom partners so that "finishing something feels as easy as starting it". The post gave no launch dates.
The third priority is to use AI to make those experiences more efficient. "It should quietly find what you need, get things done and make sure you never miss a booking or an appointment," Shah wrote. He said the aim was to save users time so they could get back to the people they wanted to connect with.
Shah said WhatsApp handles more than 100 billion messages and 2 billion calls every day. He said simplicity, reliability and privacy would remain central to the app as WhatsApp builds new features. "Your personal messages and calls stay end-to-end encrypted," he wrote.
I am nearly 4+ Months In WhatsApp I think of WhatsApp like a shared language, spoken by 3bn+ people. Sometimes we use words, and sometimes it's a voice note to a parent, a sticker that ends an argument, or a "that was a fun dinner” at the end of the night. Language is at the heart of everything we as people do. We write letters, tell stories, get things done and make plans for the future. A WhatsApp chat is often where we start. Like any language, the people who use it shape it. They don't wait for permission. They find new things to say, and new ways to say them. Often, our users show us what should come next based on how they're using the app and communicating in the world. 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. First, we want to make connections richer. Sometimes hearing someone's voice, sending a joke, agreeing on a plan or knowing they're safe is the whole point. People send over 10 billion voice messages and over 4 billion stickers on WhatsApp every day. As the way people communicate evolves, we will evolve these experiences with them. We'll make voice notes, groups, stickers and video simpler and more expressive, because how people feel close keeps changing. Second, we want anything you do on WhatsApp to be as simple as sending a message. Too many things start in a chat and end with many more steps somewhere else: paying a bill, borrowing money, staying connected when you travel. Each handoff to another task costs time. We're working with financial services and telecom partners so that finishing something feels as easy as starting it. Third, we want to make this all more efficient with AI. It should quietly find what you need, get things done and make sure you never miss a booking or an appointment. The best technology saves you time, so you can get back to the connections that matter. None of this works without trust. WhatsApp handles over 100 billion messages and 2 billion calls every day. 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. 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. What happens inside WhatsApp only matters for what it makes possible outside it: more time together, stronger communities, and fewer barriers between people and the lives they want to live. Onwards.
— Kunal Shah (@kunalb11) November 10, 2026
"What happens inside WhatsApp only matters for what it makes possible outside it," Shah wrote, pointing to more time together, stronger communities and fewer barriers in people's daily lives.
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