We’ve been busy building and shipping updates (sorry for the late update!)
Here’s what’s new in tawk.to across omnichannel messaging, mobile, and AI Assist.
Omnichannel Messaging Features
Universal Message Support
Location sharing, contact cards, and reply-to-message context now work across all supported channels.
Omnichannel Notifications (Phase 1)
Stay responsive with real-time notifications for new messages across Twilio SMS, WhatsApp, Facebook Messenger:
- Multi-platform delivery: Android, iOS, desktop browsers, and dashboard
- Smart grouping: Multiple messages from the same conversation consolidated into single notifications
- Rich previews: Clear contact names, avatars, channel icons, inbox/property names, and message content
- Media indicators: Text, images, videos, links, and attachments display with readable formatting
- Respects existing settings: Works with your current notification preferences and Do Not Disturb
Mobile Updates (iOS)
Unified Compose System
Complete rebuild of the mobile compose experience, consistent across all channels (Tickets, Live Chat, SMS, Email, WhatsApp, Telegram):
- Start conversations from All Inbox, Ticket List, or Chat List
- Searchable, paginated contact picker with recent contacts integration
- Phone/email token system for channel address selection
- Draft persistence and conflict handling with contact merge flow
- Support for contacts with multiple addresses
- iPad-optimized UI with improved keyboard handling
WhatsApp Channel Support
Full-featured WhatsApp experience now available on mobile:
- Templates support
- Voice messages: Recording + waveform playback (1.0–2.0x speed)
- Stickers: Static & animated WebP
- Location sharing: Map preview, custom pin, open in Maps
- Contact sharing: Name, phone, email, organization
- Rich media: Images, videos with captions, document attachments
- Message interactions: Reactions (emoji picker + frequently used), reply-to with attachment previews
- Message info view, typing indicators, and read receipts
Availability: Live now on iOS 3.8 | Android rolling out gradually
AI Assist Enhancements
Voice Message Support
AI Agents can now transcribe and respond to voice messages across all channels supporting audio messages and file attachments. Enable “AI Transcription” in AI Agent features to activate.
Custom MCP Server Integration
Extend AI Agent capabilities by connecting custom MCP servers. Configure via Administration > Integrations > MCP Server.
Crawler Improvements
- Confluence Site Support: AI Crawler now handles Confluence pages properly by detecting Confluence Space URLs and querying content via API
- Detailed Crawler Logs: When web page crawls fail, you’ll now see specific error explanations and self-diagnosis solutions
E-commerce Integration Improvements
- BigCommerce: Now returns tracking data along with tracking URL for order queries
- Shopify Authentication: Integration now requires end-user authentication before displaying order details. Users verify identity via email, phone number, or shipping zip code (in priority order) to protect customer privacy and prevent unauthorized access
- Shopify Status Fix: Resolved issue where cancelled order status wasn’t updating properly in the tawk.to integration