Key points
- Meta Business Agent replies to customers in the WhatsApp Business app using your past chats, website, and catalog, and you can step in on any chat at any time.
- As of 13 October 2026, the official Meta Business Agent page only mentions select markets and doesn't name Indonesia. Check Tools in your app.
- Before it goes live, match prices and promotions to your POS, flag topics like allergies, halal, complaints, and refunds, and try it in test mode.
- Orders from chat still need to go into your POS so they count in your sales report, COGS, and stock.
Picture this: it's 23:00 at your coffee shop. The chairs are up on the tables, and then the business phone buzzes. Someone wants to know what time you open tomorrow, someone asks the price of a Kopi Susu Aren, and someone wants 30 cups for an office event. Usually these get answered the next morning.
Meta now offers an AI agent in the WhatsApp Business app that can answer messages like these for your business.
Note: Kazeer is not affiliated with Meta. Facts about Meta Business Agent come from Meta's and WhatsApp's official pages, read on 13 October 2026. Its features, cost, and availability can change.
Meta Business Agent is an AI agent inside the WhatsApp Business app that replies to customers for your business. When Meta introduced it on 3 June 2026 (opens in a new tab), it said the agent can answer questions about your business, recommend products from your catalog, book appointments, and close sales, in the customer's language and in your business's tone. You decide when a team member steps in.
According to the product page (opens in a new tab), the agent learns from your past chats, your Facebook Page, and your website if you have one, and you can upload a product catalog or price list. You also choose who it replies to: everyone, only new customers, or customers coming from ads. Chats on topics you flag to avoid are handed to you, and you can step in on any chat at any time. WhatsApp's announcement (opens in a new tab) also mentions a morning briefing of the chats you missed overnight.
Don't mix it up with Kazeer AI. You can ask Kazeer AI questions in WhatsApp too, but you're the one asking, as the owner, about your business records, such as "What sells best?". Meta Business Agent answers your customers.
What changed and when
As of October 2026:
On countries, the official product page only says: "Available to eligible businesses in select markets, with additional markets launching soon." Indonesia isn't named on that official page, and the eligibility rules aren't explained. So the agent may not show up in your account yet.
To check, your phone number must already be registered in the WhatsApp Business app. The official steps: "Go to Tools, select Meta Business Agent, authenticate, link your account if prompted, and tap Confirm."
On cost, the Meta One page (opens in a new tab) says the WhatsApp Business app stays free, and Meta Business Agent is free each month up to an included allowance, whose size isn't stated. More responses come with a Meta One plan, bought per business profile or phone number, so count the cost per number if each outlet has its own. Meta's announcement gives prices only in dollars (the Essential plan starts at $14.99 a month) and says plans may vary by region. The official pages don't list a rupiah price, so check the price in the app before you subscribe.
Note: Eligible new Meta One subscribers may get a 7-day free trial, after which the subscription starts automatically unless cancelled. If you try it, set a reminder for day six.
WhatsApp's official guide (opens in a new tab) asks you to make sure your business information and product descriptions are complete and up to date. The agent also learns from past chats, which may hold old prices or promotions that have ended. So put your current information in the catalog or price list you upload, and bring your website in line:
- Opening hours for each day, including public holidays and the time you take the last order.
- Menu items and prices, exactly the same as on your POS. If dine-in and takeaway prices differ, list both.
- Promotions running now, with the date and time they end.
- Your delivery area and fee, or a clear line saying you don't deliver.
- The payment methods you accept, such as cash, QRIS, and card.
- Reservations: for how many people, the latest time to book, and who confirms them.
The article on bringing customers back through WhatsApp shows how to fill in your business profile and catalog in WhatsApp Business.
Then flag the topics a person should answer:
- Allergies and ingredients, because a wrong answer can put a customer at risk.
- Halal claims. Answer these yourself, based on the proof you have.
- Complaints and refunds.
- Catering and large orders, which need checking against your stock and kitchen capacity.
Name one person per shift to answer the chats that get handed over, and set a time limit for replying.
Try it in test mode
According to the official guide, you can try the agent in test mode before it goes live and correct its answers right from the chat. The product page suggests chatting with the agent as if you were a customer. The guide doesn't promise the answers will always be right, so test it with the questions your outlet gets most:
| Test question | A correct answer |
|---|
| "What time do you open on Sunday?" | The same hours as your opening-hours sign. |
| "How much is a Kopi Susu Aren?" | Exactly the same price as on your POS. |
| "Any promos today?" | Only promotions running now, with their end time. |
| "Can you deliver out of town?" | Your delivery area, with no promise to deliver outside it. |
| "I'm allergic to peanuts. Which items are safe?" | Promises nothing. The chat goes to a person. |
| "My order was short. I want a refund." | Promises no refund. The chat goes to a person. |
How to run it:
- Ask each question twice in different words, such as "Open Sunday?".
- Correct wrong answers in the chat, then fix the source too: your catalog, price list, or website. Ask again until it's right.
- Run all six questions again whenever your prices, menu, promotions, or opening hours change.
What to watch out for
Wrong prices and promises
Customers read the agent's replies as your business's replies. Article 10 of Law No. 8 of 1999 on Consumer Protection (opens in a new tab) bars a business offering goods or services from making false or misleading statements about, among other things, prices and discounts. Keep your catalog's prices and promotions the same as on your POS, and decide up front what you'll do if the agent quotes a wrong price.
Customer data
Customers' names, phone numbers, and chat contents are personal data protected by Law No. 27 of 2022 on Personal Data Protection (opens in a new tab), in force since 17 October 2022. The agent learns from past chats that contain this data. Before you turn it on, read the WhatsApp Business app privacy policy on WhatsApp's legal page (opens in a new tab), and limit who holds the business phone.
Tell customers
Circular Letter of the Minister of Communication and Informatics No. 9 of 2023 on Artificial Intelligence Ethics (opens in a new tab) is addressed to businesses that build AI and to electronic system operators. It's ethical guidance with no penalties, and its values include transparency and personal data protection, but it doesn't clearly require telling people that an AI is replying. Meta's product page doesn't say whether customers are told either. So tell them yourself, for example in your business profile: "Chat replies may be sent by an AI assistant. Our team answers complaints and refunds directly."
Rules still being prepared
According to news from Komdigi of 28 July 2026 (opens in a new tab), the presidential regulation (Perpres) on the AI roadmap and AI ethics only awaits the President's signature. The news doesn't say when it will be issued, so watch Komdigi's site for updates.
Orders from chat still go into the POS
An order agreed in a chat only exists in WhatsApp, while your sales report, COGS, and stock are worked out from the orders recorded on your POS. Set the flow:
- Decide who enters chat orders into the POS on each shift.
- Record the order as Takeaway if it's taken away, or as Dine-in with a table number when the customer arrives.
- In Kazeer, the order goes to the kitchen from the same record, so the kitchen doesn't cook from a screenshot of the chat.
- Record the payment on the same order: cash, QRIS, or card.
- If a customer cancels in the chat, cancel the order on the POS too. The cancellation stays visible in your records.
That way today's sales report updates itself, and ingredient stock goes down automatically by each item's recipe. The guide to keeping orders straight from cashier to kitchen covers the whole flow.
Start this week
- Open Tools in the WhatsApp Business app and check whether Meta Business Agent is there.
- Match your catalog or price list to your POS, and remove promotions that have ended.
- Flag topics for a person: allergies, halal, complaints, refunds, and catering.
- Test the six questions above and correct the wrong answers.
- If you're unsure, start with only new customers, so your regulars still get a reply from a person.
- Say in your business profile that chat replies may come from AI.