We ended 2025 with strong momentum — expanding channels, improving AI Assist, and continuing to simplify how teams communicate with customers.
In the first quarter of 2026, we’ve focused on bringing those improvements together. From deeper omnichannel capabilities to more powerful automation and meaningful AI upgrades, these updates are designed to help you respond faster, stay organized, and scale your support easily.
Today, more than 12 million businesses use tawk.to. Everything we build continues to support that mission — making customer communication simple, accessible, and effective.
What we shipped in Q1
Telegram joins the Inbox
Telegram is now part of the tawk.to Inbox, giving your team another way to connect with customers without switching tools.
You can manage Telegram conversations alongside live chat, WhatsApp, SMS, and Facebook Messenger — all in one place. It supports rich messaging, attachments, voice notes, and contact sharing, while keeping the same workflows your team already uses.
There’s no messaging window, so once a customer reaches out, you can reply anytime.
Omnichannel notifications, now live
We’ve introduced the first phase of omnichannel notifications to help your team stay responsive across every channel.
You’ll now receive clear, grouped notifications for messages coming from WhatsApp, SMS, Facebook Messenger, and Telegram — across mobile, desktop, and the dashboard. Notifications are easier to read, less noisy, and designed to show exactly who’s messaging and where it’s coming from.
Your existing notification preferences still apply, so there’s nothing new to configure.
Mobile catches up with a unified messaging experience
Our mobile apps are now aligned with the web dashboard, starting with iOS.
We’ve rebuilt the compose experience into a single, unified system across all channels — making it easier to start conversations, manage contacts, and pick up where you left off.
WhatsApp support on mobile is now fully featured, including templates, voice messages, attachments, reactions, and more. Android support is rolling out gradually.
Automation expands with viaSocket and Zapier
Automation is now easier to discover and implement directly from the dashboard.
We’ve introduced viaSocket — a no-code automation platform that connects tawk.to with thousands of tools like CRMs, collaboration apps, and databases. You can automate workflows based on chats and tickets without writing code.
Zapier is also now available directly in the Integrations page, making it easier to find and set up automations you may already be using.
Facebook Messenger improvements
We’ve enhanced Facebook Messenger conversations to improve clarity and context.
Agents can now send voice messages, reply to specific messages, and see visitor reactions directly in the Inbox. Delivery and read receipts are clearer, helping your team better understand message status.
AI Assist improvements across integrations
AI Assist continues to evolve with better reliability, flexibility, and security.
We’ve improved Shopify and BigCommerce integrations, including better order tracking data and more accurate status updates. Shopify order lookups now require customer verification, helping protect sensitive information.
You can now also provide OpenAPI schemas as text (JSON format) when setting up integrations, making configuration more flexible.
Smarter AI management at scale
We’ve made it easier to manage and maintain AI Assist as your data grows.
You can now enable or disable data sources across your entire list — not just what’s currently visible. This makes it simpler to keep your AI knowledge base clean and consistent.
We’ve also improved visibility with clearer alerts for billing issues, better handling of empty data sources during testing, and fixes to the integrations interface.
More control over how AI supports your team
AI Assist is designed to work alongside your team — not replace it.
You can now choose to notify human agents when an AI agent joins a chat, helping your team stay aware of conversations and step in when needed. Notification behavior can be customized to match how your team works.
New trigger: act when the widget opens
You can now create triggers based on when a visitor opens and maximizes the widget.
This gives you another way to engage customers at the right moment — right when they’re ready to start a conversation.
What’s coming next
A new Calendar product
We’re building a full scheduling system that lets you share booking links, manage availability, and embed scheduling into your workflows.
This will connect directly with pipelines, activities, and forms — helping you manage both lead generation and bookings in one place.
Smarter scheduling and booking workflows
The Calendar product is nearing completion, with support for:
- Full booking lifecycle management
- Google Calendar integration and sync
- Availability and schedule controls
- Round-robin and group scheduling
- Automated reminders and notifications
This brings us closer to a complete, end-to-end scheduling experience inside tawk.to.
AI that works more like a teammate
We’re moving toward a more conversational AI experience across the platform.
Soon, you’ll be able to manage settings, review conversations, and improve your knowledge base just by asking. AI Assist will help identify gaps, suggest FAQs, and even make changes on your behalf — using natural language.
Pipeline and activity improvements
We’re continuing to expand our CRM capabilities with improvements to pipelines and activities.
This includes customizable activity types, new views for better forecasting and organization, and deeper integration with scheduling — so your customer conversations, tasks, and bookings all stay connected.
Looking ahead
We’re continuing to focus on what matters most — helping you stay connected with your customers across every channel, without adding complexity.
Our goal remains the same: give you the tools to communicate quickly, personally, and reliably, while keeping everything simple and accessible for your team.
Thank you for being part of the tawk.to community.
