WhatsApp users recently discovered undisclosed instructions embedded within the help pages of the app’s AI support chatbot. These directives advised the bot against suggesting users contact data protection authorities for account deletion issues, despite WhatsApp’s European privacy policy encouraging such actions. These hidden instructions were removed from the code by October 18, but it’s unclear if they were ever acted upon by the chatbot.
Unveiling Hidden Instructions
A data-deletion company, Redact, identified the concealed text within WhatsApp’s help pages. These instructions were intended for the AI chatbot, accessible through messaging WhatsApp Support. According to Redact, the directives included advising against recommending data protection authorities, even when the privacy policy stated otherwise. WhatsApp attributed the presence of these instructions to a technical glitch, which has since been resolved.
Legal and Privacy Implications
Another set of concealed instructions directed the chatbot not to reference privacy laws like GDPR when users mentioned legal terms. These instructions contradicted WhatsApp’s European privacy policy, which affirms users’ rights to lodge complaints with relevant authorities. The discrepancies between the chatbot instructions and the official policy raise questions about user rights and transparency.
WhatsApp’s Response and Future Outlook
WhatsApp responded to inquiries by stating that these instructions were meant to guide the chatbot in providing accurate information, not legal advice. The company emphasized its commitment to offering the best support to users while avoiding legal consultations. It remains uncertain if the chatbot continues to follow these guidelines since their removal from the help pages.
Users unable to delete their accounts through the app have alternatives, such as adhering to specified waiting periods. WhatsApp’s privacy policy allows users to request data erasure, and dissatisfied users in the EU can approach national data protection authorities.
The discovery of these hidden instructions highlights the need for transparency in automated support systems, ensuring they align with official policies and user rights. As technology evolves, companies must maintain clear communication with users to preserve trust and comply with legal standards.
