WhatsApp in Brazil: Use of the app in the trade grows 30,47%

WhatsApp recorded growth of 30.47% in Brazil when used to exchange messages between customers and companies. The data is part of the report Messaging Trends 2025, held annually by Infobip, a cloud communications platform. Globally, the tendency to use the application for purchase, sale and consumer relationship is even stronger, with an increase of 53.8%.

The study, which was based on more than 530 billion mobile channel interactions on the Infobip platform around the world, pointed out that Brazil is among the countries that most recorded growth in the exchange of messages on all types of platforms in Latin America. The use of digital channels for communication with customers was led by sectors such as telecommunications, with a growth of 76%, media and entertainment, which increased by 14 times, finance and fintechs, which rose 22%.

An example of the effectiveness and practicality of the commercial use of WhatsApp in Brazil is that of the company Vai de Bus, which sells transport recharges in several cities. Through WhatsApp Payments, the meta resource that had Infobip as the first company to carry out the technical integration and expansion of the resource in the country, Vai de Bus created a payment experience via PIX via WhatsApp. With this new functionality, 98% of passengers opted for this payment method, with 85% being the conversion rate for payments on purchases through the application. 

Brazil is an example of success when it comes to tools that work through WhatsApp due to the popularity of the application in the country. “ The Brazilian population usually adheres quickly to new technologies and this makes this an interesting place for innovations. In addition, Infobip's mission is to help companies improve the experience of their consumers. Making transactions more agile, safe and practical is in line with this objective and this makes the population buy more more satisfied and that businesses grow and can have a performance gain with their teams, since chatbots can interact 100% in this process of selling services via WhatsApp”, details Caio Borges, Country Manager of Infobip.

In addition to the conversation app, artificial intelligence is another emerging technology prominently in recent years. “Thanks to the improvement of this resource, the challenge is no longer to use it, since many companies have joined the chatbots that make use of AI, for example, but to apply it in an integrated way to the various communication channels to create a cohesive shopping journey”, explains Borges.

With the popularization of chatbot systems, AI and messaging applications there is a constant growth in the market for conversational experiences. Technology applications are becoming increasingly sophisticated, with companies looking to incorporate them into all their channels of use. “Having several channels available to the customer is already a reality for many brands, but those that stand out the most are precisely those that have these channels strategically synchronized to provide continuous, consistent and high quality experiences”, he concludes.