Product updates
2021
2022
2023
2024
2025
Action required: WhatsApp usernames and BSUIDs — what you need to know
WhatsApp is rolling out a major change in 2026: end-users will be able to hide their phone number when messaging businesses, identifying themselves with a username instead (for example, @alice_smith…
26 Oct 2026: Waiting room for Calls
Until now, if someone called your number and nobody was free to pick up, the call just rang out. From the caller's side that looks the same as a number that doesn't work. Most people don't try twice.…
20 Oct 2026: Call Summaries
For most clinicians the consult isn't the slow part. It's the note afterwards. You go back through what you typed during the call, try to remember what the patient said about when the pain started, a…
19 Oct 2026: Read receipts and typing indicators
When you message someone on WhatsApp, you can usually tell what's going on at their end. The ticks go blue, then "typing…" shows up, and you know a reply is coming. When people wrote to a support lin…
22 Sep 2026: Image Censoring
People send all sorts of things over WhatsApp. Most of it is what you'd expect, like a photo of a rash, a prescription, or a lab result. Every now and then it's something nobody on your team should h…
21 Sept 2026: Spend Estimator: know what you'll spend, and don't run out of credits
Two new features in Turn: a Spend Estimator that projects your costs under the new rates based on what you're already sending, and Auto top-ups that keep your balance funded when traffic goes beyond…
15 Sep 2026: AI Voice Calls
Since we launched Calling last year, which represented a significant expansion of communication capabilities via WhatsApp beyond messaging, organisations all over the world have been addressing criti…
7 Sep 2026: Restricted Operator Mode
Some WhatsApp numbers carry things people don't say out loud. A sexual health line, a mental health service, an HIV programme. Someone writing to one of those numbers is trusting whoever reads it, an…
24 Aug 2026: Update multiple profile fields
Before, updating multiple profile fields require you to add a bunch of repeated cards. This made journeys unecessarily cluterred. Now, you can have a single Update profile field card with all your up…
21 Aug 2026: Route calls to specific operators
Up until now, an incoming WhatsApp Call, voice or video, would ring to operators on the inbox following your Calls Routing settings. That's great when you're running a support line. You want to route…
20 Aug 2026: Visual Advanced Branching
Advanced branching has been in Turn for a while, but you had to manually write it. However, it require technical skills, or a lot of Googling. Until now. Introducing, visual branching: You can visual…
13 Aug 2026: Reorder branches
If you’ve used Journeys for any amount of time, you’ve probably had a buttons, lists or branches in the wrong order. The only way to fix it was to delete the branches and recreate them one by one. Th…
11 Aug 2026: Add Labels from Journeys
It was already possible to add labels in Journeys through the Route to Operator card or via a Code card. However, we made it even easier to do it from a visual card. Note: labels are applied to the u…
3 Aug 2026: Pause Reminders
You’re sending a reminder out. Then you look at the clock. It’s late. People are cooking dinner, putting kids to bed. They’re not going to read this. Used to be you had to cancel, make a new one, and…
25 Jul 2026: Manage Templates Better
We've revamped the Templates page from the ground up, making it easier to find, filter and manage templates. You can now filter by: Category (Marketing, Utility and Authentication). Status (Approved,…
22 Jul 2026: Transfer Calls
Some calls need a second pair of hands. A call is already happening. Then it becomes clear this isn’t yours to finish. You need a colleague who knows the case. A senior. A specialist. Until now, that…
18 Jul 2026: AI Logs
Someone on your team is going to look at a reply and wonder why the bot said that. They should be able to find out. AI Logs is a new page in the Journeys section. It keeps a record of each time your…
15 Jul 2026: New Reply Box
We've re-built the most used part of Turn.io from scratch, the Inbox's Reply box, so that it's faster, more integrated, and packs a bunch of new features. The core parts of it, like replying, have be…
7 July 2026: Improved local AI voice ElevenLabs, Intron and Deepgram
Our voice capabilities have made a major leap forward: we now natively integrate ElevenLabs , the world's leading AI Voice provider, Proto , Intron and Deepgram. All these features are compatible wit…
7 July 2026: Apps
Apps are a major new area in Turn.io. They allow you to extend Turn.io, integrate with your favourite tools, and build more impactful experiences for your users. We've been privately testing them for…
3 Jul 2026: Voice Agents
Voice Agents. Agents have just gotten better: they can now receive a voice note as input, and reply with a voice note themselves. This enables you to let your users choose how they prefer to engage:…
2 Jul 2026: Pick the right model for the right task
Assistants have been the corner-stone for how AI works in Turn.io. However, one decision that we outgrew was that models were coupled with assistants. This created strange constraints where you were…
24 June 2026: Telehealth over WhatsApp: Introducing Video Calling
Today marks a new chapter in Turn.io's history. WhatsApp is already where patient conversations happen — appointment reminders, triage, follow-ups. But when a conversation needs a face-to-face moment…
22 Jun 2026: Ripple, your AI Journeys co-pilot
What if you could just describe what you want and have it built for you? Here at Turn.io, we spend a lot of time thinking about how we can reduce the time you take to go from idea to launch. Journeys…
17 Jun: Calling messages in Journeys
Calling messages have arrived in Journeys. We've just launched 3 new message types in Journeys, all related to Calling. 1. Request permissions to call your users. In order to call your users, Meta ha…
10 Apr 2026: See why Reminders fail to deliver
Whereas before most template messages got delivered to users, recently, Meta has been choosing not to deliver an increasing number of template messages in order to maintain what they call a "healthy…
3 Apr 2026: AI Evals, Logs and Simulations with Maxim
See What Your AI Agents Are Actually Saying. Your AI agents are having thousands of conversations on WhatsApp. But once those conversations happen, they disappear into a black box. Is your agent hall…
20 Mar 2026: Track Conversions from Click-to-WhatsApp ads
You've nailed the ad. The user clicked on it. Now what? With Turn.io's new Track Conversion card, you can measure what actually matters: every sign-up, appointment booking, or action that happens ins…
13 March 2026: Call Notes
When on an important call with someone, for example a tele-consult, we found ourselves scribbling things down in post-its and scraps of paper so that we can recall the discussion later; only to spend…
6 Mar 2026: Manage Flows inside Turn.io
We just took a giant step forward in how you build conversations on WhatsApp: you can now create, edit, publish, and manage Flows entirely within Turn.io. You'll find it under Content > Flows. Flows…
27 Feb 2026: Calls Routing
We just launched two new features to give you more control over how incoming calls are handled — helping you improve how you run your call support: Set who can receive calls You can now define exactl…
19 Feb 2026: Segment-based triggers
Segments allow you to create lists of people based on certain rules that you can reuse across multiple parts of the product: People segments & insights, Reminders targeting, and now Journeys targetin…
13 Feb 2026: Inbox notifications
Never Miss a Message Again. We've just rolled out browser notifications for the inbox. Now you'll get a heads-up whenever a new message arrives , a conversation is assigned to you or you get mentione…
4 Feb 2026: Agent Skills
AI Agents have quickly become one of our favourite ways of building in Turn.io. After giving them memory , the ability to branch to another agent or journey when they detect an intent , the ability t…
28 Jan 2026: Exporting segments
Export Segments. We've added the ability to export people data directly from Turn.io. This lets you enrich your audience with third-party data and create more targeted Journeys and Reminders campaign…
26 Jan 2026: Journeys page revamp
We've Redesigned the Journeys Page—Here's What's New.. Managing journeys at scale just got easier. We've completely rebuilt the Journeys page from the ground up to help you stay organized, navigate f…
19 Jan 2025: @last_message
Users can reply to all kinds of WhatsApp messages: regular questions, button presses, list item choices, etc. However, internally, WhatsApp treats and surfaces these messages in different ways — whic…
16 Jan 2026: BigQuery Improvements
We've improved our BigQuery integration to deliver richer analytics data, easier queries, and better performance. Here's what's new. Journey Analytics. New Tables. We've added three new tables to giv…
10 Jan 2026: Make Agents more Personal
Generic conversations don't work. A pregnant woman needs different advice at 8 weeks than at 32 weeks. A patient with diabetes needs guidance that speaks to their specific condition. A student needs…
