Customer communication changed dramatically in 2025. Your customers aren’t “visiting” your channels anymore, they’re living in them. Messaging overtook forms. Voice notes replaced long paragraphs. And businesses that respond instantly, on any channel, saw the biggest gains in trust and conversion.
Across the board, people now expect businesses to be available in real time, on their preferred app, with clear, consistent communication. And in 2026, this shift only accelerates: more conversations, more channels, more automation, and more AI-powered assistance.
That’s why our latest product update is one of the largest we’ve ever shipped. It reflects where customer behaviour is heading, and where your business needs to be.
It’s rolling out to all 12 Million+ tawk.to users today!
Below is everything new:
A New UI: Vertical Navigation for a Faster, More Focused Workspace
We redesigned the entire interface and introduced a Vertical Navigation layout.
Why? Because horizontal nav was slowing users down — too many clicks, too much hunting.
Vertical Navigation gives you:
- More space to work
- Faster access to conversations, channels, and settings
- A more intuitive flow as your toolset grows
This is the foundation for everything we’re building next.
Inbox: Major Redesign for Cross-Channel Clarity
The Inbox now gives you:
- Full list or compact views for faster scanning
- Cleaner conversation layout
- And most importantly: cross-channel conversation switching
When you click a conversation, you can instantly flip between all the channels that contact has used — live chat, WhatsApp, SMS, Facebook Messenger, email, and more.
Fast, customizable tabs let you see the entire relationship at a glance.
No more hunting. No more fragmented threads. Total context in seconds
New Compose Flows: Email, SMS, Facebook Messenger, and WhatsApp
Composing messages is no longer limited to email ticketing. You can now start a new outbound message through:
- Facebook Messenger
- SMS via Twilio
- And, of course, Email
This turns tawk.to into a true omnichannel communication hub, not just a place to respond after the customer reaches out.
WhatsApp Is Now a Fully Supported Channel
Your customers already use WhatsApp every day — and now you can meet them there.
You can now connect your business’ WhatsApp number directly inside tawk.to and manage those conversations alongside live chat, email tickets, and every other channel.
For many businesses, this is the single most impactful update of the year.
WhatsApp Template Sync
Outside the 24-hour WhatsApp response window?
No problem.
You can now sync your approved WhatsApp Templates and send structured, compliant messages to customers whenever you need — perfect for follow-ups, reminders, or re-engagement campaigns.
Dark Mode – Finally Here
You’ve asked for it for years. We know.
Dark Mode is now available across the platform.
Beautiful, easy on the eyes, and perfect for long support shifts.
All-New Integrations Section
We rebuilt the Integrations area from the ground up.
It’s cleaner, faster, and packed with a growing library of apps you can connect in a few clicks.
More integrations. More automation. Less friction.
AI Agents Can Now Answer All Channels
No more channel-specific limitations.
If your customer sends a message — live chat, WhatsApp, SMS, Facebook Messenger — your AI Agent can handle it instantly.
Consistency across every touchpoint.
Send/Receive Voice Notes
On channels that support voice notes (like WhatsApp), you can send and receive voice notes, and AI Agents can now listen, understand, and respond appropriately.
This matters because customers are communicating with voice more than ever — and until now, businesses had no scalable way to keep up.
Your team and your AI Agent can now handle these at speed.
Smarter AI Agents with MCP Tool Calling
This is a major leap.
AI Agents can now connect to MCP Servers — modular “tool servers” that expose functions your AI Agent can use. Think of MCP as a bridge that lets AI talk to your systems safely and perform real actions.
Examples of what this unlocks:
- Fetching data from your CRM
- Updating records
- Triggering workflows
- Searching knowledge bases
- Executing custom business logic
It turns the AI Agent into an actionable operator, not just a conversational bot.
Contacts: Inline Editing + Drag-and-Drop Columns
Managing contacts is now radically smoother.
You can:
- Edit fields inline, directly inside the table
- Drag and drop column order to prioritize what matters most
- Customize your view without digging through settings
It turns Contacts into a workspace tailored to you, not the other way around.
What’s Up Next in 2026
We’re not slowing down. Here’s what we’re actively building:
More Channels
Expect a major expansion in 2026:
- Voice: Phone calls + browser-based calling
- More SMS providers
- Telegram
- LINE
- Full Email Integration: Connect Gmail, Outlook, and SMTP directly – not just ticketing
The goal: Every channel your customers use, all in one place.
Smarter, More Capable AI Agents
AI Agents will make another big jump forward with:
- Scenarios: Multi-step logic that adapts to context
- Workflows: Automated processes AI can trigger or follow
- Multimodal Understanding: Images, files, voice, text – all interpreted in a single thread
In other words: agents that think beyond single-message interactions and operate more like team members.
New Product: Pipeline
A new product arriving in 2026 — Pipeline, a simple way to manage deal flow, tasks, and progress across your entire business inside the tawk.to dashboard.
From lead to conversation to sale, all in one system. All free.
Closing Thoughts
2025 was the year customer communication evolved faster than ever – and 2026 will raise the bar again.
Our mission stays the same: help you communicate with your customers quickly, personally, and on every channel they care about – all for free.
Thank you for being part of the tawk.to community.
Here’s to building the future of business communication together.
