In a major step toward modernizing tax administration and boosting compliance, the Kenya Revenue Authority (KRA) has officially launched its WhatsApp chatbot service. This new digital tool is designed to move the taxman from the halls of Times Tower directly into the pockets of millions of Kenyans, making tax filing and queries as simple as sending a text message.
The KRA WhatsApp chatbot is a 24-hour automated assistant that provides up to 15 essential services. By leveraging a platform that nearly every smartphone user in Kenya already uses, KRA aims to reduce the “friction” associated with tax compliance. The service is part of a broader digital transformation strategy that includes AI, machine learning, and the newly launched *USSD code (222#) for those without internet access.
Key Services Available via WhatsApp:
- Tax Filing: Submit Nil returns or simple returns directly through the chat.
- eTIMS Invoicing: A breakthrough for MSMEs, allowing traders to generate electronic tax invoices on the go.
- PIN Retrieval and Verification: Easily check your PIN details or verify the PIN of a third party.
- Tax Compliance Certificates (TCC): Check the status of your TCC application.
- Staff Verification: Use the “Jua for Sure” feature to confirm if someone claiming to be a KRA officer is legitimate, protecting you from fraudsters.
- Payment Registration: Generate payment slips (PRNs) for various tax obligations.
Why This Matters for the Everyday Taxpayer
For years, the iTax portal—while robust—has been viewed by many as complex or intimidating. The move to WhatsApp addresses several pain points:
1. Accessibility and Ease of Use
You no longer need to visit a cybercafé or spend hours navigating a desktop website. The chatbot uses a familiar “menu-driven” conversation style. If you can use WhatsApp to chat with friends, you can now use it to file your taxes.
2. Support for MSMEs and the Informal Sector
Small traders often struggle with the technical requirements of the Electronic Tax Invoice Management System (eTIMS). By integrating eTIMS into WhatsApp, KRA is meeting small business owners where they are, helping them stay compliant without requiring expensive accounting software.
3. Real-Time Problem Solving
Instead of waiting on hold with the call center, the chatbot provides instant answers to common tax queries. This 24/7 availability ensures that you can handle your tax matters whenever it’s convenient for you.
How to Get Started
Using the service is straightforward:
- Save the Number: Add KRA’s official contact to your phone (check the official KRA website for the verified WhatsApp number).
- Say “Hi”: Send a message like “Hello” or “Hi” to initiate the session.
- Follow the Prompts: The chatbot will provide a list of numbered options. Simply reply with the number corresponding to the service you need.
A New Era of “Taxpayer-Centric” Service
The launch of the WhatsApp chatbot, alongside the expansion of the KRA M-Service App and the *USSD 222# functionality, signals a new era for the Authority. Commissioner General Humphrey Wattanga has emphasized that the goal is to make tax compliance a “seamless part of the taxpayer’s ecosystem” rather than a burdensome annual event.
As we move further into 2026, these digital tools are expected to play a massive role in widening the tax base and ensuring that more Kenyans can contribute to national development with ease.
Pro Tip: Always ensure you are chatting with the verified KRA account (look for the green badge) to protect your sensitive data and avoid phishing scams.