This month we bring you innovative improvements designed to boost your communication and simplify your operations. Let’s go!

📩 SMS Broadcast & Fallback
Often, important messages are not delivered when a WhatsApp Broadcast fails, leaving businesses without a backup channel. With this release, Business Plan users can now send updates and announcements directly via SMS. Even better: if a WhatsApp Broadcast is not delivered, the system can automatically send the same message via SMS, ensuring communication is never interrupted.

This requires Twilio integration for both functionalities. Learn more

Available only for the Business Plan. 

🔄 HubSpot Bi-Directional Contact Sync
Keeping contacts updated between Wati and HubSpot used to be a manual, error-prone process. With our new bi-directional sync, all contact details and attributes are automatically kept in sync between both platforms. Updates made in either system instantly flow to the other, including newly created contacts. Users can also start with a historical import of all HubSpot contacts to ensure continuity.

• Choose which HubSpot properties you want to track and sync.
• Continuous, real-time updates without manual effort.

Available for all plans with HubSpot integration. Learn more

🎯 Predefined Segments
Targeting the right audience in Broadcasts often takes time. With Predefined Segments, users can instantly launch campaigns using ready-made segments, based on real engagement data. The segments we have already introduced are: “Highly Engaged”, “Inactive”, and “At Risk.” 

This is being rolled out gradually, and you’ll have access shortly if you don’t already.

• One-click targeting for faster campaign setup.
• Segments automatically generated from real engagement data.
• Better ROI with smarter audience selection.

Available for Pro & Business Plan users. Learn more

🔗 Coexistence
Previously, customers had to choose between using the WhatsApp Business App or CRM integrations via Cloud API to scale, often meaning losing past conversations or facing interruptions during the switch. With Coexistence, users can now enjoy the best of both worlds.

• Continue with 1:1 messaging in the WhatsApp Business App.
• Scale automation and Broadcasts through Wati.
• Zero interruptions in existing chats during setup.
• Compatible with multiple phone numbers—choose Coexistence or MMlite for each number.

Available for Business Plan users. Learn more

🔒 Chat Visibility
Managing leads and support conversations often requires restricting visibility between operators. The Chat visibility feature ensures that each operator can only view the conversations assigned to them. This helps sales teams protect their leads and support teams maintain confidentiality in their work.

• Limits operators’ visibility only to assigned chats.
• Strengthens internal data privacy across teams.

Available for Business Plan users. Learn more

📅 Date Picker in WhatsApp Flows
Scheduling and appointments often require a structured way to collect dates from customers. With the new Date Picker in WhatsApp Flows, businesses can easily capture specific dates and streamline workflows. From event bookings to follow-ups, date inputs are now part of automated flows.

• Simplifies scheduling and data collection.
• Supports automated bookings and confirmations.

Available for Pro+ Plan users. Learn more

👀 Mark as Unread
Admins and operators often open chats just for review, unintentionally marking important customer messages as read. With the new Mark as Unread feature, teams can keep messages highlighted until they are addressed. Once re-marked, the unread badge reappears in the chat list, ensuring nothing goes unnoticed.

• Works only on customer messages assigned to human agents.
• Can be used by both admins and operators.

Available for all plans. Learn more

✨ Ready to Experience the New Wati?

Explore these powerful new features built to help you connect faster, work smarter, and drive better results.

→ Learn More in Our Help Center
→ Log In & Try It Now

We’ve rolled out tailored onboarding, real-time chatbot status, Kpay integration, and sample data in Broadcast Analytics. Plus, AI Support Agent memory has improved—just in time for WhatsApp’s shift to message-based pricing on July 1.

📊 Broadcast Analytics Samples

We’ve added sample data to the Broadcast Analytics dashboard to help users visualize their future campaign performance.

With these preloaded examples, you can see how key metrics like reach, engagement, and delivery rates will appear once you begin sending broadcasts.

This makes it easier to understand and interpret your analytics from the very start, ensuring you’re set up for success.

🔗 Wati and KPay Integration

We’ve just made online payments easier! Wati now supports Kpay Payment Gateway, enabling your business to collect payments directly through catalog orders or by sending manual payment links, without leaving Wati.

This seamless integration helps you close sales faster and simplifies the payment experience for your customers.

What’s new?

• Accept online payments via Kpay for catalog orders
• Instantly generate and share payment links from within Wati
• No external tools needed—manage it all in one place

Click here to learn more about it.

🧠 Improvements to AI Support Agent (Knowbot) Memory Retention

Our AI Support Agent just got smarter! We’ve enhanced its memory layer to retain more context from the ongoing conversation, including both customer messages and its replies. This means more relevant, human-like responses that feel natural and continuous throughout the chat.

✅ Smarter chat resolution detection and follow-up actions

The AI Support Agent can now detect when a query is resolved, confirm with the customer, and take follow-up actions like sending a custom message or closing the chat. It also handles silent cases by sending a reminder before auto-closing.

Try it out under Automations > AI Support Agent > Manage Rules > Create Rules.

Click here to learn more about it.

💬 Chatbot Status in Team inbox

We’ve added chatbot status visibility directly in the Team Inbox to make troubleshooting and support easier than ever.

What’s new?

You’ll now see real-time chatbot activity updates, including:

• Started, Ending, Expired, and Blocked statuses
• Blocked status appears when one chatbot prevents another from running (a common issue now resolved with better visibility)
• Helpful context like the chatbot name and trigger source, including the specific Rule or category (e.g., “Default Action” for legacy cases)

This update makes it easier to answer questions like:

• Why did a chatbot stop?
• Which chatbot was triggered and why?

No more guesswork, just clarity.

Ready to Experience the New Wati?

Explore these powerful new features built to help you connect faster, work smarter, and drive better results.

→ Learn More in Our Help Center
→ Log In & Try It Now

Starting July 1, 2025, Meta is moving from conversation-based pricing to message-based pricing. These changes aim to align with industry standards, simplify billing, and help businesses deliver greater value to their customers.

What’s new:

• Each Marketing, Utility, and Authentication message will be charged individually
• Utility messages during active service windows are now FREE

How it works:

Under this model, you’ll be charged for each delivered template message:

• One charge per marketing template
• One charge per authentication template
• One charge per utility template, if sent outside the customer service window

For example: If you send one marketing message and one utility message, you’ll be charged once for each type — one charge for marketing and one for utility.

Click here to learn more about it.

How to get more while spending less:

• Use free messaging windows like CTWA (72h) and website widget (24h)
• Send fewer, more impactful messages with Carousel Templates
• Use WhatsApp Flows to capture info, onboard users, or complete actions in one go
• Retarget only engaged users to reduce spend

Click here to learn more about it.

Planning a campaign in early July?

We recommend a 10–20% top-up to avoid disruptions during the transition.

Need help? 

→ Learn more in our help center
→ Log into Wati

This month, we’re bringing you some game-changing enhancements designed to supercharge your communication and simplify operations. Let’s dive in!

📱 Multiple WhatsApp Number Add-on

You can now add and manage multiple WhatsApp numbers within a single Wati account – ideal for teams handling different regions, brands, or departments.

After purchasing the add-on, you can:

• Manage multiple WhatsApp numbers in one place
• Streamline workflows across sales, support, and marketing teams
• Increase response speed and reduce dependency on a single number

Head to the Channels section from the "More" menu. Once the add-on is purchased from the Your Plan page, you’ll be able to click the + button to add more numbers, assign optional channel names, and complete the embedded sign-up flow. Switch seamlessly between numbers via the dropdown menu. 

Available only for Business plan. Learn more

✨ Introducing Meta Marketing Messages Lite (MM Lite)

Meta’s new Marketing Messages Lite (MM Lite) is here to improve how your marketing messages get delivered on WhatsApp – with significantly better reach and performance than the standard Cloud API.

Here's why you should try:

Up to 9% boost in delivery rates for high-performing messages

• Seamless switch if you're already using Cloud API
• Keeps your campaigns running smoothly with fewer delivery issues

MM Lite leverages Meta’s optimized infrastructure to prioritize high-engagement messages, making sure they’re seen and acted on. If you’re using Cloud API already, the switch is simple – no changes to your templates or formats. Learn more

📆 Calendly Integration – Now Live!

You can now connect your Calendly account with Wati to send automated appointment-related messages directly via WhatsApp.

With Calendly in place, you can:

• Eliminate manual follow-ups
• Send real-time updates when appointments are booked, cancelled, or rescheduled
• Drastically reduce no-show rates with automated reminders

Set up automated messages for confirmations and reminders using our default or custom templates. Choose reminder timings—24 hours, 1 hour, or even 10 minutes before the meeting. 

Available for Pro and Business plan users. Learn more

Ready to Experience the New Wati?

Explore these powerful new features built to help you connect faster, work smarter, and drive better results.

→ Learn More in Our Help Center
→ Log In & Try It Now

Unlock new ways to engage customers, streamline conversations, and supercharge your team. 

Your favorite customer engagement platform just got a major upgrade - and it's all about making your life easier, faster, and more powerful. Whether managing customer conversations, building chatbots, or driving leads, this release is packed with new features designed to save time and help you connect like never before.

Let’s dive into what’s new (and why you’ll love it):

🤖 A Brand-New Chatbot Library — Built for You

Say hello to a cleaner, smarter, and use-case-rich chatbot library!

What’s new:

• Explore refined chatbot templates designed for your industry — from Education and Healthcare to Retail and more.
• Instantly preview chatbot flows with a sleek new GIF-based viewer.
• Select your language of choice — Portuguese, Spanish, English, or Chinese — for a localized experience.
• Need something custom? Our new request form allows you to request your dream chatbot with just a few clicks (tech support included!).

🎤 Record and Send Audio Messages — Directly from Team Inbox

Your voice, your message — delivered faster.

Now you can record, review, and send voice notes right from your browser. No phone needed.

Works across:

• WhatsApp
• Instagram
• Facebook Messenger

Available to everyone on every plan.

📝 Instantly Transcribe Audio Messages — Now in Beta

Excited that you can send and receive audio messages? Wait, we’ve got more. You don’t have to replay long voice notes or miss key details. With Audio Transcription in Team Inbox, turn audio messages into text instantly.

Why it’s a game-changer:

• Quickly scan and understand voice messages without listening.
• Download transcripts as .txt files for easy sharing or record-keeping.
• Transcriptions stay right inside your chat thread for future reference.
• Fully searchable — find the info you need, fast.

Available on Wati Web(not on the mobile app yet) for the Pro plan and above. Free while in Beta — pricing updates may follow.

Click here to learn more about it.

🔍Turn Google Searches Into 💬 WhatsApp Conversations — With Google Click to Message (CTM) Ads - Now in Beta

Run Google ads that open directly into a WhatsApp chat with your business.

Benefits:

• Connect with high-intent customers instantly from search results.
• Track leads and purchases via Wati — just like your Meta ad campaigns.
• Be where your customers are searching.

Click here to learn more about it.

⚙️ Automate Workflows with ActiveCampaign Integration

Your tools just became best friends.

With our new ActiveCampaign integration, you can:

• Automatically send WhatsApp messages triggered by your ActiveCampaign workflows.
• Create contacts in Wati from ActiveCampaign — and vice versa — to keep your data in sync.

Less manual work. More automation. Smarter communication.

Click here to learn more about it.

🟦 💬⚡Facebook Messenger is Here — Chat with Customers Where They Are

Connect Messenger to Wati in seconds and manage all your Facebook conversations directly in your Wati Team Inbox.

Available to everyone on every plan.

Messages from Messenger will now appear in a dedicated tab inside your Team Inbox for easy management.

Click here to learn more about it.

Ready to Experience the New Wati?

Explore these powerful new features built to help you connect faster, work smarter, and drive better results.

→ Learn More in Our Help Center
→ Log In & Try It Now

As we are marching into the new year, we are thrilled to share the latest updates and new features in Wati released on December & January. These updates are designed to enhance your experience and streamline your processes. Let’s dive in!

🤖 KnowBot Features Now Live!

We are excited to announce that the latest KnowBot features are now live and ready for use:

• Triggering KnowBot from a chatbot: Seamlessly activate KnowBot during conversations.

• 📏 KnowBot Advanced Rules: KnowBot can now take actions when it doesn't know the answer or detects an intent to speak to a human:
  • Assign the chat to a human agent
  • Assign the chat to a team
  • Start a chatbot for further engagement

• 🔡 Language Settings: Choose the language in which you want KnowBot to respond, offering more customization options for diverse users.

📈 Broadcast ROI Feature for Wati Shopify App Customers

Shopify app customers can now measure the ROI of their broadcast campaigns with these exciting new features:

• ROI Measurement: Track the number of orders, revenue, total spend, average order value, and more for each broadcast campaign.
• 📝 Export Data: Easily export campaign information such as order number, order date, and purchased items.
• 🔓 Available for Business Plan Users: This feature is available exclusively for Business plan customers.

Learn more about this feature in the support article.

🔄 Self-Serve Embedded Signup Update & Reset Flow

We’ve upgraded the Account Status page to provide more clarity and ease when retrying or updating account connections with Meta:

• 🔄 Retry & Update CTAs: Users can now quickly retry connecting their account with Meta or update existing details.
• 💡 Impact Info: Comprehensive guidance on the impacts of changes when retrying or updating account details within the Business Portfolio.
• 🖥️ Step by step Guidance: New guided onboarding screens with clear instructions for retrying and updating flows.

Learn more

🌍 New Multi-Language Template Samples

We’ve added more template samples in the Template Library for various industries, including e-commerce, education, healthcare, and travel. Available in multiple languages:

• 🗣️ Languages Available: English, Chinese (HK & Simplified), Spanish, Portuguese, and Hindi.
• 🌐 Language Selector: Users can now select and view templates in their desired language.

More languages will be added soon!

💼 Dedicated Premium Onboarding Add-On for Growth and Pro Monthly Users

Growth and Pro Monthly plan users can now book up to 3 one-on-one guided onboarding calls with the new add-on. This add-on is valid for 3 months from the purchase date.
🎁 Note: Dedicated onboarding is included free with all annual plans.

📊 Meta Messaging Limits Made Easier to Track!

Meta now sets messaging limits for your account based on daily volumes of 250, 1000, 10k, 100k, or unlimited messages. This means you can send up to the specified volume of messages per 24-hour period.

To make things easier for you, we've introduced a feature that helps you track how many contacts you've messaged and when you're broadcasting, so you don't need to worry as much about hitting your limits. Stay in control and manage your messages with ease!

These exciting updates are designed to make your experience with Wati even better. Whether it’s enhanced KnowBot functionality, measuring ROI for your Shopify campaigns, or streamlined onboarding, we hope these updates help you work smarter and more efficiently. Stay tuned for more updates in the future!

Explore these powerful new features built to help you connect faster, work smarter, and drive better results.

→ Learn More in Our Help Center
→ Log In & Try It Now

November has been an exciting month filled with updates designed to enhance your workflow and improve your experience. Whether it’s streamlining integrations or simplifying processes, we’re here to empower your business like never before. Let’s dive in!

Salesforce Integration is Here! 🔗

We’re thrilled to introduce the Salesforce Integration, a revolutionary update for Wati admins! This feature brings Salesforce data—Leads, Contacts, Opportunities, and Accounts—directly into the Wati chat widget, making customer interactions more seamless and informed than ever. Available on Business plan only. Learn more

Once you connect your Wati account with your Salesforce, here's what you get:

• Customizable View: Admins can choose specific Salesforce fields to display for Leads and Contacts, ensuring you see only the most relevant information.

  

• Effortless Syncing: Salesforce details sync automatically in your Wati's Team Inbox page, giving you instant access to the latest updates while you chat.

  
• Streamlined Workflows: By having Salesforce and Wati integrated in one place, admins and teams save time and reduce errors when managing customer data.

Use Case Spotlight 💡

Imagine you’re chatting with a customer in Wati. With Salesforce Integration, you can view their account details or lead status right beside the chat window, helping you make data-driven decisions instantly. Whether you’re closing deals, providing support, or managing follow-ups, everything you need is at your fingertips.

What’s Next? 🔮

We’re already working on exciting enhancements to make the integration even more powerful:

• Editable Data: Admins will soon be able to update Salesforce info directly from Wati, with changes syncing automatically to Salesforce.
• Contact Importing: Easily import recently created leads and contacts into Wati. Imported data will include attributes like source, type (lead/contact), and creation date, allowing for precise targeting and better campaign management.

This is just the beginning of how Salesforce and Wati will work together to revolutionize your workflows.

Broadcast delivery stats 🔢

Seeing the breakdown of your customers response is now easier, filter through the different statuses such as failed, replied, ignored etc.

Top New Features to Try Out! 🌟

Have you tried out our recent features yet? If not, here’s what you’ve been missing:

Wati Supports Instagram! 🥳

Wati now officially supports Instagram Business, bringing powerful tools to help manage Instagram DMs efficiently:

• Unified Inbox: Manage WhatsApp and Instagram messages in one place.
• Smart Routing & Instant Replies: Automate responses and route DMs effectively.
• Multi-Channel Team Inbox: Seamlessly manage chats across Instagram and WhatsApp for a unified customer experience.

Perfect for industries like Retail, eCommerce, D2C brands, and more, this feature ensures you stay connected with customers 24/7. Learn more

CTWA Analytics Conversion Funnel 📊

Understanding ad performance is now easier with the Funnel View:

• Track conversations, leads, purchases, and ROI directly from CTWA (Click-to-WhatsApp Ads).
• Access actionable insights to improve ad performance and remarketing strategies.

Available on Pro and Business plans. Learn more

KnowBot is Live! 🤖

Say hello to KnowBot, Wati’s AI-powered chatbot! Learn more

• Upload FAQs or documents, and KnowBot will provide accurate, human-like responses over chat.
• Easily integrate it with your automations for improved support efficiency.

Wrapping Up 🎉

November’s updates focus on making Wati even more user-friendly, efficient, and powerful. With Salesforce integration, simplified migrations, and exciting new features, we’re helping you unlock your business’s full potential.

🌟 Stay tuned for more updates in December! 🌟

We’re excited to share some fantastic updates this month, designed to enhance your experience across different platforms. From supporting new channels to improving analytics and mobile accessibility, we’ve got a lot in store for you.

Wati now supports Instagram! 🥳

We are thrilled to announce that Wati now officially supports Instagram Business!

Here’s a quick look at what’s new:

Instagram DM Automations

Perfect for industries like Retail, eCommerce, D2C brands, Education, Healthcare, and Beauty & Salon, Instagram DM automations on Wati make it easy for businesses to manage their messages and stay connected with customers 24/7.

Key benefits include:

• Unified Inbox: View WhatsApp messages and Instagram DMs in one place.
• Organize Efficiently: Use tags, internal notes, and chat status to keep track of DMs.
• Smart Routing: Route DMs to specific teams or members for quicker responses.
• Instant Replies: Set up automated welcome messages and out-of-office replies.
• Automated Workflows: Trigger actions with Instagram chatbots to streamline communication.

We’ve introduced a new UI feature to the Team Inbox: Multi-Channel Team Inbox.

This addition allows users to seamlessly manage chats with the same contact across Instagram and Whatsapp, making it easier to deliver a unified customer experience. Learn more

Conversions Funnel for CTWA Analytics 📊

We know how crucial it is to understand ad performance, and manually creating conversion funnels can be tedious. That’s why we’ve introduced a new feature to simplify things, Funnel View! Learn more

With this update, you can now view a complete conversion funnel for CTWA (Click-to-WhatsApp Ads). Key insights include total ad spend, lead and purchase data, conversion rates, and more, all integrated into CTWA analytics. 
It helps you to:

• Track conversations started from CTWA ads, qualified leads, purchases, and overall ad spend.
• See combined metrics that help diagnose ad performance, track conversions, and plan remarketing strategies.
• Monitor the return on investment across campaigns and specific time periods.
• Use WhatsApp marketing to retarget specific customer segments effectively.

*This is available on Pro and Business plans

New Wati Mobile App Version 3.19.0 📱

We’ve rolled out the latest version of the Wati mobile app, available on both Android and iOS.

Here are the highlights:

• Instagram Inbox on Mobile: You can now access Instagram DMs directly from the Wati mobile app, making it easier to manage your business conversations on the go.
• Expanded Language Support: The app is now available in Portuguese and Spanish, enabling more users to access Wati in their preferred language.

These updates reflect our continuous efforts to improve your experience and provide new tools that make communication more efficient and effective. Stay tuned for more, and happy broadcasting!

As we approach the festive season, we're excited to introduce a range of updates to enhance your experience with Wati. From from new APIs to faster broadcast speeds, these improvements are designed to help you communicate more efficiently and effectively.

New API Features 🆕

• Assign Chats to Operators: Now available for the Growth plan, lets you assign specific chats directly to your team members, making it easier to manage conversations and delegate tasks. Learn more
• Template Message Failed Webhook: Instantly track when a template message fails, helping you address issues faster and keep your communication smooth. Learn more

Faster Broadcast Speeds ⚡️

During peak times, speed matters, and we're here to make sure your messages get through without delays. That's why we’ve introduced higher broadcast speeds:

• Customized Speeds for Each Plan: Every plan now has its own processing speed — 20, 40, or 80 messages per second (mps).

• Business Plan Benefits:

  • 2x faster than Pro and 4x faster than Growth & Professional plans, including older versions.
  • Send a 10k broadcast in approximately 2 minutes with the Business plan.
  • Plus, enjoy a 5% discount on conversation rates with the Business plan.

Why Upgrade This Festive Season? 🎊

• With the festive period around the corner, it’s essential to ensure your broadcasts are fast, reliable, and reach your audience at the right moment. Here’s why upgrading to the Business plan could make a significant difference:

• Higher Speed and Volume:

  • If you plan to send more than 10,000 messages per day, consider upgrading for faster processing speeds.
  • With the Business plan, you can send 1,000 messages within just 12.5 seconds (at 80 messages per second), ensuring your communication is quick and efficient.
• Priority Support: As a Business plan user, you’ll also enjoy priority support, giving you faster resolutions and assistance whenever you need it.

And this is ideal:

• If you are a Pro or Business plan user expecting high volumes this festive season.
• When you need to send large, time-sensitive broadcasts, such as reminders or special promotions.

We’re continually working to enhance your experience with Wati, and these latest updates are just one example. Happy broadcasting!

August really slipped away into a moment in time at Wati HQ! Here’s some fun updates we have been cooking up this summer! 🌊☀️

*indicates that these features are available for our Pro and Business plans only

Automations

*Our Knowbot is officially live 🤖

KnowBot is Wati’s AI powered chatbot that provides a human-like chat experience and is aimed at improving your support team’s efficiency. Simply upload a document with information/FAQ’s to KnowBot and it will use that information to provide answers over chat. It can easily be triggered via existing automations such as Keyword actions and Default actions.

Check out our full set up guide here

*WhatsApp flows are available! ⤵️

WhatsApp flows allow you to easily create forms, perfect for use cases like lead generation, surveys, review collection etc

You can add this flow as part of your chatbots,

Check out our full set up guide here

Broadcasts

*Limited time offer templates ⏲️

Limited time offer templates are great for time sensitive offers, e.g if you have a deal that will expire on a set date - this will show dynamically for users when they receive your template message. Calling out the urgency of any deals you have going on (perfect for the upcoming festive season)

You can track whether your users have clicked on the link too! Read more here

CTWA

*Syncing in CTWA 🔁

Easily sync your data in your CTWA analytics page!

API updates

Team assignment API*

• You can now directly assign a chat or contact to different teams via /assignteam endpoint
• Can assign to 1 or multiple teams, and even when chat is closed
• Previous team assignments will be removed

Template message failed event 🎢

• New webhook event to track failed template messages (subscribe to it via Wati webhooks page)
• Available for all plans

🛠️Bug Fixes

• Contacts adding incorrectly into Zoho is fixed
• Showing selected contacts in broadcast module when retargeting