Kenyans can now file tax returns and access key tax services directly on WhatsApp after the Kenya Revenue Authority (KRA) rolled out a 24-hour chatbot offering 15 services, marking a major shift in how taxpayers interact with the authority.
The Kenya Revenue Authority has introduced a new WhatsApp-based service that allows taxpayers to file returns and access multiple tax services without physically visiting KRA offices or navigating complex online platforms.
The service was officially unveiled on Thursday, January 22, with KRA Commissioner General Humphrey Wattanga confirming that the chatbot is available around the clock and designed to simplify access to tax services for millions of Kenyans.
According to the authority, taxpayers can access the service by saving KRA’s official WhatsApp number +254 711 099 999, then sending a simple “Hi” or “Menu” message to initiate a chat.
Once activated, the chatbot prompts users to verify their identity before displaying a menu of services they can access instantly.
What Services Are Available on KRA WhatsApp?
KRA says the WhatsApp chatbot currently supports 15 services, including:
- Tax return filing guidance
- PIN registration and management
- Tax information and general queries
- eTIMS invoicing support
- Digital self-service assistance
- Help navigating the iTax portal
For tax filing, the chatbot does not replace the iTax system but instead provides step-by-step guidance, outlining requirements and directing users on how to correctly complete and submit returns online.
“You can file returns via WhatsApp and through the web. Just ask a query via our 24-hour WhatsApp chatbot, where we have 15 services available,” Wattanga said.
Push for Technology and AI in Tax Administration
The launch forms part of KRA’s broader digital transformation agenda, which includes integrating artificial intelligence, machine learning, and data analytics into tax management and service delivery.
Wattanga noted that the authority is currently implementing a second phase of technological upgrades aimed at improving efficiency, compliance, and taxpayer experience.
KRA Chairman Ndiritu Muriithi said modernising IT systems is critical to eliminating paper-based processes and improving revenue performance.
He added that KRA remains confident of meeting its KSh2.968 trillion revenue target for the 2025/26 financial year, representing a 15.4 per cent growth from the previous year’s collections.
USSD Option Still Available for Basic Phones
The WhatsApp rollout comes just weeks after KRA introduced a USSD service that allows taxpayers using basic mobile phones to access key services by dialing *222#.
Through the USSD platform, taxpayers can access services such as:
- PIN registration
- Turnover Tax (TOT)
- Monthly Rental Income (MRI)
- eTIMS
- Tax payments
- Tax Compliance Certificates
- Customs services and other returns
KRA said the move was informed by feedback from taxpayers who lack smartphones, reliable internet, or the digital skills required to navigate platforms like iTax.
“One of the most frequent concerns has been digital access,” the authority noted, adding that the USSD and WhatsApp options are meant to ensure no taxpayer is left behind.
A Shift in How Kenyans Interact With KRA
With WhatsApp already one of the most widely used platforms in Kenya, analysts say the new chatbot could significantly reduce congestion at KRA offices while improving compliance through easier access to information.
For many taxpayers, especially first-time filers and small business owners, the service marks a practical step toward simpler, more accessible tax administration.
