WhatsApp beta for iOS 25.20.10.74: what's new?

WhatsApp has released a new iOS update through the TestFlight beta Program, bringing the version up to 25.20.10.74.
What's new in this update? WhatsApp is rolling out a feature to quickly open a chat with official customer support, removing previous extra steps for faster assistance, and it's available to some beta testers!

In the article about the WhatsApp beta for iOS 24.3.10.71 update, we announced that a feature to respond to support queries with messages generated by AI was under development. This feature aims to provide users with intelligent, AI-generated suggestions and responses when they reach out to WhatsApp Support, leveraging secure technology from Meta. By doing so, users can receive accurate and timely assistance at any time, even outside of standard support hours. While the possibility to interact with WhatsApp Support has been available for over three years, allowing users to receive help within the app, WhatsApp is now focusing on making assistance faster. Following the release of the latest WhatsApp beta for iOS 25.20.10.74 update, which is available on the TestFlight app, we discovered that WhatsApp is rolling out a feature to quickly open a chat with official customer support for assistance!

As you can see from the attached screenshot, some beta testers can explore a new feature that allows them to open a dedicated support chat more quickly and easily. Previously, users could indeed open a chat with WhatsApp support to request assistance. However, this process required an extra step: users had to immediately formulate their question and often attach screenshots to explain their issue. This extra requirement could sometimes delay getting help or make it harder for users to start the conversation.

With the new update, WhatsApp is removing that extra step entirely. Now, some users can open the support chat directly, without having to enter their question or upload images first. This simplification speeds up the process of contacting support and reduces friction for users seeking help. To access this new feature, users can navigate through the app settings, then tap Help, followed by Help Center. Scrolling down to the bottom, they will find an option labeled "Need more help? Contact Us". Selecting this the first time will present a sheet introducing the official WhatsApp Support chat functionality. On subsequent occasions, tapping this option will open the support chat directly without any intermediate steps.

It is worth recalling how the official WhatsApp Support chat operates, as these characteristics have already been available for some time. This dedicated chat offers a secure communication channel with WhatsApp, ensuring users' privacy and data protection. It's important to mention that this chat is marked with the official verification checkmark, so users can easily recognize that they are interacting with the authentic WhatsApp Support account. This provides users with greater confidence and reassurance when seeking assistance within the app, as they can be certain that their questions are handled through an official and trusted support channel.

Within the official WhatsApp Support chat, users will initially receive AI-powered responses that assist with common questions and issues. While the AI provides fast and intelligent answers, some responses might occasionally be inaccurate or require further clarification. AI-powered assistance is essential to quickly support WhatsApp's millions of users. AI helps handle high volumes of support queries by providing immediate solutions to frequent problems, improving overall response time. Despite the AI assistance, users can still ask to speak with a human support representative by simply requesting it during the chat. For users who prefer another communication channel or in case the app stops working, support can still be reached via email at support@whatsapp.com.

A feature to quickly open a chat with official customer support for assistance is available to some beta testers who install the latest version of WhatsApp beta for iOS from the TestFlight app, and it's rolling out to more people over the coming weeks.

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