What’s new in business messaging
Meta platform updates, policy changes and practical guides for teams who sell and support on WhatsApp, Messenger and the phone.
WhatsApp calls can now be recorded and transcribed — here’s how it works
Meta’s Calling API now supports server-side recording and speaker-separated transcripts, with a spoken consent announcement. What it means for sales and support teams.
Read the articleInstagram DMs are now in ThreadWave — what the Instagram API supports
Answer Instagram Direct messages next to WhatsApp and Messenger. What Meta’s Instagram messaging API can do, the 24-hour rule, and how to connect your account.
6 min readInstagram ended end-to-end encrypted DMs — what it means for your customer conversations
Since May 8, 2026, Instagram no longer offers end-to-end encryption for direct messages. What changed, why Meta says it did it, and how to keep customer conversations private on your side.
5 min readEvery Instagram messaging API change from the past year, in one place
Reactions, quoted replies, PDFs, multi-image messages, typing indicators, the end of the share attachment and the Handover Protocol — what Meta changed for Instagram DMs and what it means for your inbox.
7 min readInstagram DM rules for businesses in 2026: the 24-hour window, Human Agent and retired tags
When can a business message someone on Instagram, how long the reply window lasts, which message tags still work after April 2026, and how to stay on the right side of Meta’s policy.
6 min readWhatsApp pricing changed on October 1, 2026: service messages are no longer free
Replies inside the 24-hour customer service window now count after a monthly free allowance, and utility templates in the window are billed. What to check and how to keep costs down.
5 min readWhatsApp usernames are here. What BSUIDs mean for your customer records
Customers can now message businesses without sharing a phone number. Business-scoped user IDs are the new primary identifier — here’s what to change.
6 min readMeta shut down the Messenger desktop app. Where should your team answer Page messages now?
The Messenger apps for Windows and Mac stopped working in December 2025. Options for teams that answer customers from a Facebook Page — and why a shared inbox beats browser tabs.
4 min readWhatsApp’s 2026 AI chatbot policy: what’s banned and what’s still allowed
Meta now prohibits general-purpose AI assistants on the WhatsApp Business Platform. Business-specific automation — support, bookings, order updates — is fine. Here’s the line.
5 min readThe WhatsApp Business Calling API, explained for teams
Customers can call your business on WhatsApp, and you can call them back — with permission. How user-initiated and business-initiated calls work, and the rules to follow.
7 min readCoexistence: run the WhatsApp Business app and the API on the same number
You no longer have to choose between your phone and a team inbox. What syncs, what doesn’t, and how to roll it out without surprising customers.
5 min readWhy some WhatsApp marketing messages don’t get delivered (and what to do)
Meta caps how many marketing templates a person receives across all businesses. How frequency capping works and how to design campaigns that still land.
5 min readWhy we keep your customer conversations off the cloud
Most team inboxes store every chat on their servers. ThreadWave doesn’t. How a local-first design works, and why it matters for GDPR, trust and cost.
6 min readVoice notes are taking over customer chat. Here’s how to keep up
Customers love sending voice notes; agents dread replaying them. Speed controls, a player that follows you and saved media make the difference.
4 min readOne WhatsApp number, five people: how to stop double replies and dropped chats
Sharing a business number across a team is where most WhatsApp setups break. Ownership, routing and visibility fix it.
5 min readTurn chats into bookings with WhatsApp Flows
Flows are native forms inside WhatsApp — date pickers, choices, inputs. Use them to replace ten messages of back-and-forth with one tap.
4 min readGet every customer conversation in one private inbox
ThreadWave is rolling out to businesses now. Tell us about your team and we’ll get you set up.