What's New in Your Account: October 23, 2026

READ THIS PART FIRST

October 13, 2027: WhatsApp marketing messages move to a new delivery method

If you send marketing messages on WhatsApp, they need to move to MM Lite before October 13, 2027. That's the date Meta stops delivering marketing messages the old way. Details are in Item 1.

ITEM 1

Move your WhatsApp marketing to MM Lite

What changed

Meta is retiring the old delivery method for WhatsApp marketing messages on October 13, 2027. Marketing sends now go through MM Lite, which your account supports. Service and utility messages stay where they are. Your existing numbers and templates carry over. MM Lite adds delivery optimization based on engagement, animated GIF headers, deep links into Android apps, and fuller conversion tracking.

Where to find it

Go to Settings, then WhatsApp. The Enable MM Lite option is there.

How to use it

1. Open Settings in the left menu, then click WhatsApp.
2. Click Enable MM Lite.
3. Click Requests, then Respond.
4. Click Continue, then Finish.
5. Send yourself a test marketing message afterward to confirm it delivers.

Use case

A salon that texts seasonal promotions over WhatsApp can switch now, then never worry about promotions silently stopping next fall.

Karena will notify you of any usage or rate changes in your account.

ITEM 2

Ring several team members at once on number pool calls

What changed

Calls to a number pool can now ring up to 6 selected team members at the same time. Each person answers on the device they prefer: the web app, the mobile app, a desk phone, or their own cell number.

Where to find it

The setting is called Ring Incoming Call to selected Users, inside your number pool settings. The exact menu location for number pools should be confirmed in your account. To set each person's preferred device, go to Settings, then Users or My Staff, then Edit, then Call and voicemail, then Default channel for ring all.

How to use it

1. Open your number pool settings.
2. Turn on Ring Incoming Call to selected Users.
3. Choose up to 6 team members.
4. Save your selections.
5. Open each person's profile and set their Default channel for ring all, so their phone or app rings where they actually are.

Use case

A home services company with three dispatchers can ring all three at once, so the first available person grabs the call and no lead goes to voicemail.

ITEM 3

Attach a form when you create a service or rental booking

What changed

When you book a service or rental appointment yourself inside the account, you can now attach a form to it. Your configured form is preselected, and the contact's first name, last name, email, and phone come in prefilled. After booking, open the appointment details to see the submitted form. A form can only be attached when you create the booking. It can't be added or changed later.

Where to find it

It's in the appointment creation window, in the section called Booking form. The exact menu path to open that window should be confirmed in your account.

How to use it

1. Start creating a service or rental appointment for a contact.
2. Find the Booking form section and click Attach form.
3. Keep the preselected form or pick a different one.
4. Check the prefilled contact details, then finish the booking.
5. Open the appointment later to read the submitted answers.

Use case

A cleaning company booking a client over the phone can attach its intake form on the spot, so the property details are on file before the first visit.

ITEM 4

Call tracking now names the ad platform

What changed

Calls from your number pool are now labeled by where they came from. Facebook ad calls show as Facebook Paid instead of Facebook or Direct. TikTok, LinkedIn, Microsoft Bing, and in-app Google ad calls get their own labels too, and links tagged as paid traffic show the platform plus Paid. AI referral sources such as ChatGPT appear as their own source. This applies to new calls only. Some calls will still read Direct when the visitor's browser hides where they came from and the link carries no tracking code.

Where to find it

The labels appear in your call reports and call details. The exact menu location should be confirmed in your account.

How to use it

1. Open your call reports or a single call's details.
2. Look at the source column on calls from this week forward.
3. Compare which ad platforms are producing calls.
4. Add tracking codes to your ad links so fewer calls show as Direct.

Use case

A med spa running Facebook and Google ads can finally see which one makes the phone ring, and move budget toward the winner.

ITEM 5

New templates, including ad templates for local businesses

What changed

A fresh batch of templates was published: a beauty and fashion website, an email, a marketing survey, social posts for medical, legal, and home services, Facebook, Google, and LinkedIn ads for a range of local and professional services, and a commercial property inspector snapshot.

Where to find it

Templates live in the template library of each tool. Exact locations should be confirmed in your account.

How to use it

1. Open the tool you want, such as websites, email, or social planner.
2. Browse the template library.
3. Pick a template close to your industry.
4. Replace the sample text and images with your own, then save.

Use case

A law office can start from a ready-made social post template and have a week of content drafted in an afternoon.

If you do one thing this week

Turn on ringing for multiple team members on your number pool. Every call answered live is a lead you keep.