WhatsApp Calling API, Coexistence & Broadcasting
Three major WhatsApp capabilities shipping together the biggest platform update this year.
WhatsApp Calling API
Initiate and receive WhatsApp voice calls programmatically via Meta's Cloud API. Available on Business and Enterprise plans. Calls are logged directly in the conversation thread no separate call log to manage. Ideal for lead qualification, escalations, and outbound campaigns without pushing customers to a different app.
Calling API docs →Human + AI Coexistence (Beta)
Your AI agent and human agents now share the same WhatsApp thread using Meta's Handover Protocol. The bot handles routine queries; a rule or manual trigger passes control to a human with full conversation context intact. No re-introduction, no context loss for the customer. Enrolling beta customers now.
Join the beta →Broadcasting send to 10,000+ contacts
Broadcast approved WhatsApp message templates to your entire contact list or a filtered segment in a single send. Personalization variables (name, order ID, custom fields) are resolved per contact at send time. Per-contact delivery, open, and click tracking updates in real time. Replies route back into your inbox as normal conversations.
Learn about Broadcasts →Inbox redesign & AI reply suggestions
A faster, denser inbox and context-aware reply drafting built in.
Inbox redesign 40% more conversations visible
The conversation list is tighter, the thread panel wider, and the sidebar collapsible. Teams handling high volumes no longer need to scroll constantly. Thread load time dropped from ~600ms to under 120ms on average.
AI reply suggestions
As your agent opens a conversation, a suggested reply appears drafted from the contact's history, your saved replies library, and the current thread context. One click to accept, edit, or dismiss. Agents using it in the pilot reported 28% faster average handle time.
Bulk actions on conversations
Select multiple conversations and assign, tag, close, or snooze them in one action. Works across filtered views you can close all resolved conversations in a segment without opening each one.
Instagram automation flows & Meta Lead Ads
Close the loop between your Meta ad spend and your inbox.
Instagram automation flows
Build no-code flows triggered by Instagram DMs, story mentions, or keyword matches. Add quick-reply buttons, conditional branches, and human handoff steps. All within Meta's messaging policy no risk of account restriction from third-party workarounds.
View Instagram channel →Meta Lead Ads → inbox routing
When someone submits a Meta Lead Ad form on Facebook or Instagram, the lead appears in your inbox in real time with form answers attached as contact fields. A first-touch message can fire automatically within seconds. Average time-to-contact drops from hours to under 3 minutes.
Comment-to-DM on Facebook & Instagram
Automatically convert post comments into private DM threads. Configurable per post or as a page-wide rule. Use it to handle sensitive inquiries off the public thread, or to follow up on organic engagement at scale.
Email channel, deliverability dashboard & SMTP
Email joins the unified inbox campaigns, support, and transactional in one place.
Email channel general availability
Connect your domain's mailboxes and manage email alongside WhatsApp, SMS, and social same inbox, same assignment rules, same reporting. Supports Gmail, Outlook, and any custom SMTP. SPF, DKIM, and DMARC auto-configured on first connect.
Email channel details →Deliverability dashboard
Real-time view of your sending domain's health: bounce rate, complaint rate, DMARC pass/fail, and sender reputation score. Alerts fire before issues become problems. Shared and dedicated IP pool options available on Business and above.
Timezone-aware campaign scheduling
Schedule email and WhatsApp campaigns to send at a specific local time for each recipient, not server time. Contacts in Nairobi get the message at 10 AM EAT; contacts in London get it at 10 AM GMT same campaign, one send.
SMS 10DLC registration & carrier expansion
US A2P compliance automated, and 38 new carrier agreements live.
Automatic 10DLC registration
US long-code SMS traffic now goes through automatic 10DLC brand and campaign registration. No manual forms, no waiting on your carrier. Registration status is visible in your channel settings. Unregistered traffic to US numbers will be filtered by carriers from Q1 2025.
SMS channel details →38 new carrier agreements 190+ countries total
New direct agreements with carriers across West Africa, Central Asia, and the Pacific Islands. Direct routes mean better delivery rates and lower latency compared to aggregated routing. Specific carrier and country coverage listed in the carrier matrix in your dashboard.
Delivery receipt delays on certain APAC routes
A subset of messages sent through two APAC carrier routes were showing delayed or missing delivery receipts. Root cause was a webhook retry misconfiguration on the carrier side. Fixed in coordination with the carriers. Affected messages from August 12–18 have been reconciled.