Safaricom introduces WhatsApp Fuliza balance checks through Zuri chatbot

Safaricom's AI chatbot, Zuri, now allows customers to check their Fuliza balance directly through WhatsApp, according to a statement issued on November 1, 2026. This development aims to simplify the process of monitoring mobile credit obligations, eliminating the need for customers to navigate multiple service channels.

The company urged users to utilize the chatbot when planning their shopping and managing their financial obligations. To access this service, customers must open the Safaricom WhatsApp link or visit Safaricom's Facebook page and tap the WhatsApp button to begin a conversation with Zuri.

Upon initiating a conversation with Zuri, customers can request the display of their Fuliza balance along with other account balances, enabling them to make informed decisions before making purchases. Safaricom framed the service as a convenient method for customers to obtain balance information and effectively plan their spending.

This move expands the digital channels through which customers can interact with Safaricom, offering an alternative to visiting a physical shop or contacting customer care via traditional phone calls. Fuliza, Safaricom's overdraft facility, allows eligible M-Pesa customers to complete transactions when they have insufficient funds, up to their assigned limits and subject to applicable charges. Customers are required to repay the borrowed amounts when funds are received into their M-Pesa accounts.

The announcement, however, did not provide further details regarding Fuliza limits, repayment terms, or charges. Safaricom emphasized the importance of utilizing its official WhatsApp channel and cautioned customers against sharing their M-Pesa PIN or other sensitive security information with anyone.