This quarter, we have made tremendous progress on AI, released voice agents that sound like you, Copilot that shows exactly which topics and agents need work, and agents that test themselves before your customers find the bugs. Plus custom segments, campaigns that launch themselves, and Shopify recovery on every channel. Read along:

🌐 Multichannel Conversations

Start using Wati without a WhatsApp Business Account

Why this matters

Requiring a WhatsApp Business Account to even explore Wati was a wall before the front door — it killed first impressions and slowed down sales.

The update

Sign up with Instagram or Messenger first and get full platform access from day one — Team Inbox, automations, AI Copilot. Add WhatsApp later when you're ready. No WABA setup required to get started.

Plan: All Plans

Instagram Comments and Automation in Team Inbox

Why this matters

Comments on your posts are warm leads sitting in plain sight — most businesses have no way to follow up at scale, so those leads just decay.

The update

Team Inbox now shows comments on your own Instagram posts and lets you DM any commenter in one click. When they reply, a 24-hour automation window and 7-day conversation window opens. 

Plan: All Plans

WhatsApp Calls: Dialer List

Why this matters

Meta's call permission expires after 7 days. Without a centralized view, outbound teams miss open windows they didn't know existed.

The update

The new "Request Accepted" view in WhatsApp Calls shows every contact who has granted call permission within the valid 7-day window — updated in real time, with missed inbound calls included automatically. One click opens the full chat context.

Plan: Growth, Pro, Business

Contact Owner-Based Routing for Calls and Chats

Why this matters

Round-robin and automation rules were overriding agent ownership — a salesperson's established lead would get routed to someone else when they messaged back.

The update

A new admin toggle — Contact Owner-Based Routing — ensures inbound always goes to the contact's owning agent before any automation or round-robin kicks in. Assignee and contact owner stay in sync automatically.

Plan: Pro, Business

RCS at Scale: 200K Broadcasts

Why this matters

RCS broadcasts were limited in scale and lacked the rich interaction options that make RCS more effective than standard messaging.

The update

Send RCS to 200,000 contacts in one campaign. New quick actions include Dial Phone, Request Location, and Create Calendar Event. A new "Seen" metric gives real engagement visibility, and a capability check improves delivery rates.

Plan: All Plans

WhatsApp Flows for All Connected Numbers

Why this matters

Multi-number accounts could only create and manage Flows for the primary number — secondary numbers were left without Flow support entirely.

The update

Create, update, and delete WhatsApp Flows for any connected number. Failed flow publications now auto-retry in the background.

Plan: All Plans

User-Level Number Access Control

Why this matters

In multi-number accounts, agents could see all connected numbers — making it easy to act on the wrong one and creating unnecessary access overhead.

The update

Admins can now restrict number visibility by user, so agents only see what's relevant to them. Admins retain full access across all numbers.

Plan: Business

Inbox Analytics for Multiple WhatsApp Number

Why this matters

Multi-number accounts had no way to measure the performance of secondary numbers — analytics were only available for the primary one.

The update

View inbox performance metrics for each connected WhatsApp number individually. Filter and track per number without flying blind on secondary channels.

Plan: Business

Learn more →

WA Calling Open APIs and Webhooks

Why this matters

Sales and support agents had to switch between their CRM and Wati to make a call — a fragmented workflow that created data silos and slowed response time.

The update

New open calling APIs and webhooks expose the WhatsApp calling layer so engineering teams can build native click-to-call workflows in Salesforce, Zoho, or any CRM — or route call audio directly to an AI voice agent.

Plan: Business

🤖 AI at Wati

Astra AI Agents: Voice 2.0 — Clone Any Voice

Why this matters

Generic AI voices feel impersonal. The moment a customer hears a robot, trust drops and conversations end faster.

The update

Upload a 10-second audio sample and your Astra AI Agents voice agent speaks in that voice across every call — with context-aware tone, natural intonations, and silence-filling audio while tools execute in the background.

Plan: Astra Add On

Astra AI Agents: Guided Onboarding and Agent Testing at Scale

Why this matters

A blank agent configuration screen is where good intentions go to die. Most teams never ship because they don't know where to start — and untested agents fail in front of customers.

The update

Pick a goal — lead qualification, support, bookings — and get a pre-named, pre-configured agent ready to deploy. The evaluation suite auto-generates test cases, scores accuracy against expected answers.

Plan: Astra AI Agents (Add-on)

Topic Insights and Operator Insights

Why this matters

CX scores tell you how you're doing, but not why — which topics are failing, which agents need coaching, and where training gaps live.

The update

Topic Insights auto-categorizes your conversations so you see what's working and what's not. Operator Insights gives weekly per-agent performance breakdowns compared to the previous week.

Plan: Pro, Business

Astra AI Agents: Deep Agent Cloning

Why this matters

Rebuilding agents from scratch every time you expand to a new channel wastes hours and risks inconsistency across your customer experience.

The update

Copy any Astra AI Agents agent to a new channel in one click — all training data, instructions, and knowledge base content carries over automatically. No manual rebuilds, regardless of document count.

Plan: Astra Add On

Astra AI Agents: CRM Auto-Sync 

Why this matters

When lead data lives only in WhatsApp conversations, your CRM is always out of date and follow-up falls through the cracks.

The update

When a new lead is captured or a conversation ends, Astra AI Agents automatically syncs contact details and conversation summaries to HubSpot or Pipedrive with dynamic field mapping.

Plan: Astra AI Agents

Copilot: AI Translation Improvements

Why this matters

Agents handling multilingual conversations couldn't tell which language was active — leading to replies sent in the wrong direction.

The update

Clearer two-way translation indicators now show which language is active at all times. In-product prompts surface the feature automatically so teams discover it without digging through settings.

Plan: All Plans

📣 Sales & Marketing Automation

Custom Contact Segments

Why this matters

Filters couldn't be saved — marketers had to rebuild the same audience from scratch before every campaign, and keeping segments fresh across a growing contact list wasn't scalable.

The update

Create segments from any filter combination. Active segments update automatically as contacts qualify; static segments are a fixed one-time snapshot. Run next month's campaign to the same audience in two clicks.

Plan: Pro, Business

Auto-Launch Campaigns on Template Approval

Why this matters

You'd create a campaign, wait for Meta to approve the template, then remember to hit send — by then, the moment was gone and the window had closed.

The update

Set up a campaign with a pending template and it fires automatically the moment Meta approves. Works for immediate and scheduled sends; the system monitors for up to one hour and notifies admins on rejection or timeout.

Plan: Growth, Pro, Business

Linking Campaigns to Automation Actions

Why this matters

A customer tapping a quick reply button in your campaign triggered nothing automatically — someone had to build a separate automation to handle each response.

The update

A new section in the campaign builder lets you map each quick reply button to an action — send a custom message, start a chatbot, or trigger a flow. No separate setup needed.

Plan: Growth, Pro, Business

CTWA Reporting Enhancement

Why this matters

CTWA reporting was rigid — one conversion template, one phone number, no way to slice data by Campaign, Ad Group, or Ad level.

The update

The CTWA report now supports custom dimensions (Campaign, Ad Group, Ad) and metrics including ROAS, CPM, and Purchase Value — across multiple connected phone numbers.

Plan: Business + Ads Add-on

Higher Broadcasting Speeds

Why this matters

Flash sales, OTP blasts, and time-critical promotions lose their edge when messages take too long to deliver at scale.

The update

Sustained high-speed sending at 500+ messages per second is now available on request — for moments where timing is the whole point.

Plan: Business Plans (available on request)

Custom Branded URL Tracking

Why this matters

A recent Meta update made tracking URLs visible in message previews — and the generic Wati format looked like spam, hurting click-through rates and brand trust.

The update

You can now customize your tracking URL to show your own brand (e.g., yourbrand-whatsapp.wati.io). The default tracking URL has also been updated to whatsapp.wati.io across all accounts.

Plan: Pro, Business

Learn more →

Zero-Tap Authentication Templates

Why this matters

Zero-Tap auth templates had to be created outside Wati, adding friction for teams that rely on fast, high-intent verification flows.

The update

Build and edit Zero-Tap authentication templates directly in Wati — supporting one-tap or no-tap verification for your highest-intent users.

Plan: All Plans

Multi-BM Support for Click-to-WhatsApp Ads

Why this matters

Agencies and businesses with ad accounts spread across multiple Business Managers had to manage everything across different Wati accounts — no single view of all their CTWA activity.

The update

You can now connect ad accounts from multiple Business Managers under one Wati account. Manage all your ad accounts and view analytics from one place.

Plan: Business

Learn more →

🛒 Ecommerce Growth Engine

Shopify Automation Goes Multichannel

Why this matters

Abandoned checkout recovery only works if the customer is reachable on WhatsApp. If they're not — you lose the sale. No fallback, no second chance.

The update

All major Shopify triggers — abandoned checkout, order confirmation, fulfillment — now support RCS and SMS as fallback channels. Ready-to-run sequences auto-generate when you connect your Shopify store, with templates that include coupon codes, checkout links, and attribution windows.

Plan: All Plans

Revenue you were leaving on the table now comes back through the next available channel. 

That's about it for now. Please watch this space for next updates.