The Kenya Revenue Authority (KRA) has rolled out a WhatsApp-based service that allows taxpayers to access key tax services, including filing returns, without physically visiting KRA offices.
The new digital option was confirmed on Thursday, January 22, by KRA Commissioner General Humphrey Wattanga, who said the WhatsApp chatbot is available round the clock and currently supports 15 different services. The move is part of the authority’s broader push to simplify tax administration and improve accessibility for Kenyans.
To use the service, taxpayers are required to save KRA’s official WhatsApp number, +254 711 099 999, and initiate a chat by sending a simple message such as “Hi” or “Menu.” Once the chat begins, users are prompted to verify their identity, after which the chatbot presents a menu of available services.
Beyond tax return filing, the WhatsApp platform supports PIN management, tax information and general enquiries, eTIMS invoicing guidance, tax return assistance, and other digital self-service options. According to KRA, the chatbot does not directly submit returns on behalf of users but provides clear, step-by-step guidance on how to complete the process through the iTax portal, including outlining the required documents.
“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 on the platform,” Wattanga said. He added that KRA is implementing a second phase of technological upgrades focused on artificial intelligence, machine learning, and data analytics to strengthen tax management and compliance.
KRA Board Chairperson Ndindi Nyoro Muriithi noted that modernising the authority’s IT infrastructure is critical to improving efficiency, increasing revenue collection, and reducing reliance on paper-based processes. He expressed confidence that KRA will meet its revenue target of Ksh 2.968 trillion for the 2025/26 financial year, representing a 15.4 per cent increase from the Ksh 2.572 trillion collected in 2024/25.
The WhatsApp chatbot launch follows the recent introduction of a USSD service designed to serve taxpayers using basic mobile phones. By dialling *222#, users can access services such as PIN registration, Turnover Tax (TOT), Monthly Rental Income (MRI), eTIMS, payments, tax compliance certificates, customs services, and other tax returns.
KRA said the USSD option was introduced to address digital access challenges faced by many taxpayers, acknowledging that not all Kenyans have smartphones, stable internet connections, or the technical skills required to navigate online platforms such as iTax or eTIMS.