WhatsApp's support bot had hidden instructions

What happened: Privacy company Redact found hidden text on about 80 WhatsApp help pages containing instructions for its AI support bot. One instruction told the bot not to recommend certain things related to privacy regulators. Another kicked in if a user mentioned a lawyer, after which the bot couldn't cite privacy laws even if the user raised them. Locked-out users were told to wait up to a year. Redact read the rules, not the bot's actual answers. The notes have since been removed.
The claim: Meta says a bug exposed the notes. WhatsApp says it just doesn't want its bots giving legal advice. Its European privacy policy says users can complain to a regulator.
Austin's take: Austin likes what Meta is doing in AI but finds its customer service frustrating from personal experience. He credits Redact for uncovering what looks like a system prompt and asks whether the goal was avoiding legal advice or steering users away from questions Meta didn't want. He speculates other companies will now tighten their own support-bot prompts.
Why it matters: Company chatbots run on hidden rules that can shape what they tell you, including about your legal rights.
What to do: Don't treat a support bot as the final word on your rights. If it dodges a privacy or legal question, check the company's written policy or contact the relevant regulator directly.
Not confirmed yet: Nobody knows whether the bot actually followed these rules in practice.

The Loop