2025 EOY Update – WhatsApp, Dark Mode +more
Customer communication changed dramatically in 2025. Your customers aren’t “visiting” your channels anymore, they’re living in them. Messaging overtook forms. Voice notes replaced long paragraphs. And businesses that respond instantly, on any channel, saw the biggest gains in trust and conversion.
Across the board, people now expect businesses to be available in real time, on their preferred app, with clear, consistent communication. And in 2026, this shift only accelerates: more conversations, more channels, more automation, and more AI-powered assistance.
That’s why our latest product update is one of the
largest we’ve ever shipped. It reflects where customer behaviour is heading, and where your business needs to be.
It’s rolling out to all 12 Million+ tawk.to users today!
Below is everything new:
A New UI: Vertical Navigation for a Faster, More Focused Workspace
We redesigned the entire interface and introduced a
Vertical Navigation layout.
Why? Because horizontal nav was slowing users down — too many clicks, too much hunting.
Vertical Navigation gives you:
- More space to work
- Faster access to conversations, channels, and settings
- A more intuitive flow as your toolset grows
This is the foundation for everything we’re building next.
Inbox: Major Redesign for Cross-Channel Clarity
The Inbox now gives you:
- Full list or compact views for faster scanning
- Cleaner conversation layout
- And most importantly: cross-channel conversation switching
When you click a conversation, you can instantly flip between all the channels that contact has used — live chat, WhatsApp, SMS, Facebook Messenger, email, and more.
Fast, customizable tabs let you see the entire relationship at a glance.
No more hunting. No more fragmented threads. Total context in seconds
New Compose Flows: Email, SMS, Facebook Messenger, and WhatsApp
Composing messages is no longer limited to email ticketing. You can now start a new outbound message through:
- Facebook Messenger
- SMS via Twilio
- WhatsApp
- And, of course, Email
This turns tawk.to into a true omnichannel communication hub, not just a place to respond after the customer reaches out.
WhatsApp Is Now a Fully Supported Channel
Your customers already use WhatsApp every day — and now you can meet them there.
You can now connect your business’ WhatsApp number directly inside tawk.to and manage those conversations alongside live chat, email tickets, and every other channel.
For many businesses, this is the single most impactful update of the year.
WhatsApp Template Sync
Outside the 24-hour WhatsApp response window?
No problem.
You can now sync your approved WhatsApp Templates and send structured, compliant messages to customers whenever you need — perfect for follow-ups, reminders, or re-engagement campaigns.
