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Technology · Global

WhatsApp removes hidden chatbot instructions after WIRED flags exposure

About 80 WhatsApp help and FAQ pages exposed hidden instructions designed for a Meta chatbot, and WhatsApp removed the text after WIRED contacted Meta. WhatsApp spokesperson Joshua Breckman said a bug caused the exposure and had been fixed.

AI-assisted synthesis · Based on 2 outlets' reporting · Article text read from 1 of 2 outletsHow it's made

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What happened

Key facts

  • The instructions included a section titled “WHAT NOT TO SAY” and told the chatbot not to provide legal advice (per Wired).
  • Privacy company Redact found the exposed text, which included details not explicitly shown on the help pages (per Wired).
  • WhatsApp said a bug caused the exposure, and the company said it had fixed the bug (per Wired, cryptobriefing.com).
  • WhatsApp spokesperson Joshua Breckman said the instructions were intended to support accurate and relevant answers for users who choose to message WhatsApp Support with AI (per Wired).
  • Breckman said WhatsApp trains its support chatbots to be as helpful as possible (per Wired).

The brief

About 80 WhatsApp help and FAQ pages exposed hidden instructions written for a Meta chatbot, and WhatsApp removed the text after WIRED raised the issue with Meta. WhatsApp spokesperson Joshua Breckman said a bug caused the exposure and that the company had fixed it.

Crypto Briefing’s headline also reported that Meta confirmed a bug exposed hidden chatbot instructions on WhatsApp. The hidden material appeared in about 100 blocks across the pages, according to WIRED. The text was designed for a large language model and included directions intended to steer the chatbot’s answers.

The pages showed help information to visitors alongside instructions that were meant for the chatbot rather than displayed as user-facing guidance. Some of the directions described what the chatbot should avoid saying. They included a section titled “WHAT NOT TO SAY” and told the system not to provide legal advice.

On a page explaining how to delete an account, an instruction said not to recommend contacting a data protection authority, regulator or supervisory authority about the issue. Privacy company Redact found the exposed material. WIRED reported that some of its details were not explicitly displayed on the corresponding help pages.

The account does not identify the particular pages beyond the account-deletion example, or describe how many users viewed the hidden text. After WIRED contacted Meta, WhatsApp removed the instructions from the pages. Breckman attributed the exposure to a bug and said it had been fixed.

The company’s response addressed both the removal of the text and the technical issue, but did not provide further details about the bug in the account. Breckman said the instructions were intended to help WhatsApp Support’s AI provide accurate and relevant answers to users who choose to message it. He also said WhatsApp trains its support chatbots to be as helpful as possible.

Dan Saltman, Redact’s CEO and founder, described the exposure as a gap between what users are shown and the directions provided to language models. The incident therefore involved both a website display error and internal chatbot guidance that became visible on help pages.

Why it matters

  • WhatsApp users looking for help encountered hidden chatbot instructions on about 80 help and FAQ pages, including guidance restricting legal advice.
  • The account-deletion page’s instruction discouraged the chatbot from directing users to data protection authorities, regulators or supervisory authorities.
  • The exposure involved about 100 blocks of text and included details not explicitly shown on the help pages.
  • WhatsApp’s stated mechanism was a bug; the company said it removed the exposed text and fixed the bug.

What to watch next

  • Whether WhatsApp provides further details about the bug Breckman said caused the exposure.
  • Whether WhatsApp gives additional information about the instructions used by its support chatbots.
  • Whether WhatsApp says how many help pages had the hidden text beyond the roughly 80 identified by WIRED.
  • Whether WhatsApp explains how it ensures chatbot instructions remain separate from user-facing help pages.

How it's being covered

Coverage analysisShow details
2 source articles · 2 unique outlets
Outlet political mix: Too few rated· 1 Center · 1 unrated
Where the outlets are based: US/Canada 100%
Outlet political mix
Too few rated
Left
Center
Right
0 outlets
1 outlet
0 outlets
The marker shows coverage balance: each unique outlet counts once. 1 unrated outlet is not included.
Geography
Where the outlets covering this story are based.
2 unique outletsDominant coverage: US/Canada
Limited coverage
  • Coverage is currently limited to 2 outlets.
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Timeline

Developments from this story's sources, dated background we compiled and fact-checked, and our earlier coverage. Each row says which.
  1. Jan Koum and Brian Acton founded WhatsApp.
    Background · compiled and fact-checked by Updat3
  2. Facebook announced its acquisition of WhatsApp.
    Background · compiled and fact-checked by Updat3
  3. Facebook completed its acquisition of WhatsApp.
    Background · compiled and fact-checked by Updat3
  4. WhatsApp introduced the WhatsApp Business app and WhatsApp Business API.
    Background · compiled and fact-checked by Updat3
  5. Facebook changed its corporate name to Meta Platforms on October 28, 2021, while retaining WhatsApp as one of its apps.
    Background · from our historical context
  6. Meta began adding its generative-AI assistant, Meta AI, to WhatsApp in 2024, initially rolling it out in selected countries.
    Background · from our historical context

How we got here

WhatsApp’s support system developed alongside its business tools: in 2018, the company introduced the WhatsApp Business app and the WhatsApp Business API, enabling businesses to communicate with customers through the service. Meta began adding its generative-AI assistant, Meta AI, to WhatsApp in 2024, initially rolling it out in selected countries.

WhatsApp was founded in 2009 by Jan Koum and Brian Acton as a messaging service. Facebook announced its acquisition of WhatsApp on February 19, 2014, and completed the purchase in October 2014. Facebook changed its corporate name to Meta Platforms on October 28, 2021, while retaining WhatsApp as one of its apps.

Original sources

2 articles from 2 outlets · US/Canada · Show all

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