Hello there, you growth-hungry humans,

To satiate your growth hunger, we have shipped some pretty delicious features and enhancements in October. 

Here's a snapshot of the most important ones:

Shiny, New Features

📞 WhatsApp Calling

Knock, knock! Who's there? It's me, Wati Wizard, calling you from WhatsApp to let you know we've launched WhatsApp Business calling on Wati. 

Say Hello to WhatsApp Business Calling, which lets your team connect with customers via voice calls directly in WhatsApp. WhatsApp calling takes WhatsApp from a messaging platform to a conversational platform, boosting responsiveness and building stronger customer relationships—all without leaving the WhatsApp chat interface.

Availability: WhatsApp Calling is available on all Plans.

❇️ Bring Your Own AI (Beta)

Most AI-powered organizations worldwide offer isolated AI features. But not us. We bring you the trifecta of powerful AI ingestion in your conversations: 

• Intelligence Team (With Wati Copilot)
• Intelligent Conversations (Astra and AI Agents) 
• Your Own AI Integration (Bring Your Own AI)

Now you can bring your own AI Agent to engage users on WhatsApp. The Agent can act like a human operator at scale, sans the fatigue. 

Availability: BYOA is available in the Business Plan only as an add-on. Please find more details here.

📈 Sales Analytics  

You've added your sales folks and started your sales journey on WhatsApp. Now, get on top of your sales team's performance with Wati. Track each rep's conversion rate, deals won, progress on the sales pipeline and more.

Availability: Sales Analytics are available for Pro and Business plan users. Learn more here.

‎♪ TikTok Click to WhatsApp Ads Integration 

Lights, camera, conversions.

Your TikTok Ads → WhatsApp pipeline just got smarter. With this integration, you can see all your TikTok CTWA conversations inside Wati and, in turn, send conversion data back to TikTok's Ads Manager. 

Cleaner attribution, clearer insights, and campaigns that finally behave the way your spreadsheets always dreamed they would.

More data → better optimization → lower CAC. You know the drill.

Availability: TikTok CTWA is in beta. Reach out to us to onboard on the TikTok CTWA beta. 

Enhancements

✖️ Wati X HubSpot Automatic Conversation Logging

Your Wati X HubSpot integration is about to feel way more alive. Update conversation logging in HubSpot now gives you: 

• Conversation start and end times
• AI-generated summaries, 
• Action items as tasks.

It’s easier than ever for sales teams to track what happened, what needs to happen, and what absolutely cannot fall through the cracks. You can find more details here.

🎁 Free Messaging Window Notification for CTWA

The new prompt in Team Inbox nudges you to reply to incoming CTWA conversations within the 24-hour window, so you can unlock free messaging for 72 hours. Think of it as a friendly “psst… reply now, save money later” assistant living right inside Wati.

This helps you maximize their CTWA investment by visualizing when free messaging periods are active and available for customer engagement.

📊 Improved Shopify Analytics 

Your Shopify Analytics just got a glow-up. We’ve added average overall metrics, including:

• Read rate
• Reply rate
• Link click rate
• Total spend insights for abandoned checkout messages

Now you know exactly what’s working, what’s not, and what deserves to be sent into exile.

🔁 Sync Shopify Segments 

Shopify Segments now sync seamlessly with Wati, complete with webhook support, real-time updates, and a clean UI for viewing, searching, and broadcasting to the exact segment you want. 

No more CSV juggling. No more manual syncing. 

That's all for now. See you very soon in our next update (November is right around the corner.)

💚 Team Wati

Hello, you dreamers and doers, 

We’re in the final strides of 2025. Feels like January was yesterday, right? 

In that time, you’ve been scaling, experimenting, and breaking new ground. We’ve been doing the same: building faster, smarter, and innovative ways for you to turn every conversation into growth. Here's what we have in the box for September, 2025:

💬 WhatsApp + HubSpot = Magic

We’ve gone all-in on HubSpot this month: Everything from seamless sync to AI-driven conversation summaries. You can find more details on Wati's HubSpot integration here.

What's Inside?

AI-Powered Conversation Logging and Task Creation

• Wati auto-logs every WhatsApp message to the HubSpot timeline for comprehensive context
• AI-generated conversation summaries for a quick context
• Automatically log activities when the conversation is resolved, the window expires, or every 3 hours
• Automatically create follow-up tasks on HubSpot to never miss out on any follow-ups

Why it matters:

You get one source of truth for every WhatsApp chat and CRM deal. Each log includes timestamps, message context, and AI-generated summaries and action items.

🌍 Meta Policy Updates, Compliance Changes and Onboarding Improvements

Because Meta keeps evolving, and we keep you ahead of the curve.

1. Template Content Restrictions

Effective From: October 1, 2025

Meta is tightening template approvals.

Here’s what’s new:

• Fewer placeholders allowed relative to message length
• Templates can’t start or end with a parameter
• Non-compliant templates will be auto-rejected

If your templates are getting flagged lately, this is probably why. You can learn more about the new guidelines here.

2. Shared Messaging Limits (Portfolio-Level)

Messaging limits are now shared across all phone numbers under the same Business Manager.

• New numbers get the highest limit from the portfolio (no more starting at 250/day 🎉)
• Multi-number accounts will share one limit

Bottom line: Please manage volume across numbers wisely.

🌐 AI Translation in Team Inbox (Beta)

Language barriers? Gone.

Wati Inbox now detects, translates, and replies in the customer’s language, in real time.

• Two-way translation for incoming & outgoing messages
• Admins choose the target language; agents toggle it per chat

Why you’ll love it:

Faster replies. Happier agents. Customers feel local, even when they aren’t.

Availability 

Available for Growth, Pro & Business plans. You can learn more about it here.

✏️ Contact Owner & Lead Stage Attributes

Wati's CRM game just got an upgrade. Now you can assign owners, define lead stages, and track progress visually inside Wati. Helps you improve sales accountability and pipeline clarity.

Availability

Exclusive to Pro & Business plans customers. Learn more here.

📊 More Segments for Smarter Broadcasts 

Broadcasts just got brains. Segments automatically organize your contacts into groups based on predefined user behavior, so you can instantly focus on the audiences that matter most.

Currently live with 4 segments: 

• Highly Engaged (3+ interactions in 90 days): Upsells, referrals, surveys
• Winback (inactive 30–90 days): Discounts, free trials, comeback offers
• At Risk (inactive 90+ days): Gentle nudges, seasonal promos, reactivation messages
• All Valid Contacts (valid phone numbers): General updates, product launches, announcements

Availability

Available in all Pro and Business Accounts. 

🕵🏻 Operator Privacy

Availability

🔄 HubSpot Enhancement: Lead-Routing & Multi-Account Integration

We’ve introduced seamless bi-directional syncing of contact ownership between Wati and HubSpot, ensuring accurate CRM records and eliminating manual owner assignments.

How It Works

 When new HubSpot leads flow into Wati, they are automatically routed to the correct account executive. Inbound messages in Wati also sync back to HubSpot with the right ownership. If a matching user doesn’t exist in either system, defaults are applied or the owner field is left blank to maintain data integrity. To make onboarding smooth, Wati auto-maps users between platforms via email, while still allowing manual overrides through a dropdown.

Why It Matters

 This update saves time for account executives, ensures prospects are managed promptly, and keeps HubSpot as the single source of truth. Teams with multiple HubSpot accounts also benefit from independent syncing and routing across accounts simultaneously.

Availability

 The feature is now available for all plans with HubSpot integration. Learn more

 Every message sent from the Team Inbox can now automatically include the operator’s name, creating more transparency in customer interactions.

How It Works

 When enabled, the operator’s name is appended to all outbound messages, making conversations more personal and human. This small addition helps contacts clearly see who they are speaking with.

Why It Matters

 Adding an operator’s name builds trust, strengthens relationships with prospects, and improves engagement. It reassures customers that they’re dealing with real people rather than anonymous messages.

Availability

 The feature is now available for all customers on the Pro and Biz plans. Learn more

 The Wati AI Marketing Assistant is live in Beta for a select group of customers. It analyses WhatsApp marketing templates to ensure compliance with Meta’s evolving approval criteria.

How It Works

 The assistant reviews your existing templates, highlights risks of rejection, and can automatically rewrite them for better compliance. It leverages Wati’s internal pool of high-quality, industry-tested templates to deliver optimized alternatives.

Why It Matters

 Template rejection is among the top three causes of failed WhatsApp campaigns, leading to delivery delays and lower engagement. This tool helps teams proactively fix low-quality templates, keep campaigns running, and achieve better results with less effort.

Availability

 Currently, the assistant supports English marketing templates only, with more languages coming soon. 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

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