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Velocity2.5

Free live chat software for customer support

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tawk.to put Telegram in the Inbox and is leaning on AI Assist as the next layer of its free live-chat stack.

live-chatcustomer-supportomnichanneltelegramai-assistfree-tier
◆Current state
tawk.to's Q1 2026 update lands real direction: Telegram joins live chat, WhatsApp, SMS and Facebook Messenger inside the unified Inbox, AI Assist is positioned as 'getting smarter,' and automation continues to expand. The 2025 EOY summary set the table with WhatsApp upgrades and dark mode. Older items in the feed (mobile chat redesign, Video+Voice+Screensharing, Contacts CRM beta) are republished blog posts, not new shipping — but they sketch the broader omnichannel + free-CRM positioning.
◆Where it's heading
tawk.to has held the 'free live chat at scale' position (12M+ businesses claimed) and is now layering omnichannel and AI on top of that distribution. The product is competing with Intercom and Crisp on features but staying free-forever as the wedge — paid revenue comes from add-ons (Video+Voice, AI Assist credits, hire-an-agent). Expect AI Assist to become the next paid surface as token costs become a real lever.
◆Prediction
Likely next moves: more channel additions (TikTok DM, Instagram threads), an AI Assist tier that meters generations, deeper Contacts CRM polish to anchor the free-suite story, and possibly a dedicated AI knowledge-base feature trained on the merchant's own content.

◆Recent moves

  1. 1mo ago

    Q1 2026: Omnichannel grows, automation expands, and AI gets smarter

    ⚡ SPARK

    Q1 2026 recap: Telegram joins the Inbox alongside live chat, WhatsApp, SMS and Facebook Messenger; AI Assist gets smarter; automation expands. This is the directional entry — tawk.to consolidating into a real omnichannel inbox with AI on top.

    View source ↗
  2. 1mo ago

    2025 EOY Update – WhatsApp, Dark Mode +more

    End-of-2025 summary covering WhatsApp upgrades and dark mode, framing the omnichannel-and-real-time thesis. Sets up the Q1 2026 release that builds on it.

    View source ↗
  3. 1mo ago

    Mobile chat redesign (republished 2022 post)

    Republished mobile chat redesign post (original assets from 2022). Not a fresh shipped change.

    View source ↗
  4. 1mo ago

    Video+Voice+Screensharing add-on (republished 2022 post)

    Republished post about the Video+Voice+Screensharing add-on (original 2022). Not a new release, but indicative of which paid add-ons tawk.to keeps surfacing.

    View source ↗
  5. 1mo ago

    Contacts CRM beta launch (republished 2023 post)

    Republished Contacts CRM beta announcement (original 2023). The free-CRM angle remains a positioning lever, but this is not a new release.

    View source ↗