WhatsApp is developing new in-app support features

WA Beta Info announced on Tuesday, 13 October 2020, that WhatsApp developers have submitted a new beta update; it includes a preview of the upcoming in-app support feature.

The feature is reportedly still under development; however, beta testers would be able to preview the feature ahead of it’s release in a future build. Here’s what we know.

WhatsApp in-app support feature

Under development

The team at WA Beta Info said that the feature preview is available in the most recent beta version. That said, they haven’t received any official updates with regards to the new features.

While users can mail send WhatsApp a direct mail (on support@whatsapp.com), the process is slow and tedious, and many users report that they only receive automatic responses and nothing more.

WhatsApp developers are, for that reason, currently working on an in-app alternative that would allow users to “communicate with technical support”. The feature includes a message field.

From the screenshot shared in discord, the feature also has a section where users could submit device information and technical details, such as your device model, settings and logs.

How does the new feature work?

Once your query has been received, the WhatsApp support team will reportedly directly “respond to you in a WhatsApp chat”. WA Beta Info points out that this will be received in a WhatsApp Support Chat.

“When WhatsApp has an answer for the user, he will receive the message in a WhatsApp Support chat, allowing to communicate with the technician. When the conversation is over, the chat will be automatically marked as closed”.

Furthermore, users would be able to open new tickets from an official Contact Us section within the Settings menu. Beta testers can install the latest version through Test Flight. The beta program is currently closed.

Other WhatsApp updates

WhatsApp recently introduced the ‘Always Mute’ option for the Web/Desktop app, as well as new attachment icons and a catalogue shortcut for iOS and Android in the 2.2039.9 beta update.