Beige

Last update December 13, 2023

What's New?	Learn More
Conversations	Internal conversations improvements Improvement of the Reply All button behavior Enhanced formatting for emails (Early Access) Expanding the macro functionality with new actions Ability to record a voice message Background blurring for WebRTC calls Ability to type in chat during WebRTC calls Bringing TOTP to the Conversations mobile app to be used as a two-factor authentication Updating the minimal pending time in time-based automations
Answers	Send and receive voice messages over WhatsApp Automatically generate training phrases for intents Validate your chatbot and identify errors easily Add multiple criteria for a condition in the Conditions element
People	Export profiles for Facebook custom audience
Signals	Trusted MSISDN list management in the web interface
Essentials	IP safelisting configuration
Broadcast	All channels Viber Business Messages & WhatsApp Zalo
Channels & Numbers	New visual interface
Viber	New content editor
WhatsApp	Template editor improvement
Email	DMARC mandatory DNS record Google Postmaster for creating sender domains
Mobile Push and In-App Messages	Migration from legacy Firebase Cloud Messaging API
Voice and Video	Convergence of Voice and Video channel applications Call Link layout and UI enhancements Calls API - Live call transcriptions SIP Trunking - Registered SIP trunks SIP Trunking - Unlimited Channel Plan for USA
Apps and Integrations	Microsoft Dynamics 365 - Customer Insights and Journeys Salesforce Marketing Cloud ServiceNow Notify

Conversations

Email channel improvements

The automations for internal conversations have been improved and our recommendation is to use Email as an internal communication channel within Conversations. Using email communication offers numerous advantages, including:

Rich text formatting - Unlike traditional internal conversations, email communication supports rich text formatting. Users can emphasize key points, use bullet points, and format text to enhance clarity and expressiveness.
Templates- Create standardized templates for common responses, ensuring consistency and saving time.
Macros- Implement macros to automate repetitive tasks, streamlining communication workflows.
Automations- Leverage automation to handle routine processes, reducing manual intervention.
Routing - Efficiently direct messages to the right teams or individuals, ensuring timely responses.
Auto-Assignment - Automatically assign tasks or messages to designated individuals based on predefined rules, optimizing workload distribution.
Integration - The email communication feature seamlessly integrates with existing functionalities, providing a cohesive and comprehensive solution for internal communication needs.

Except this, the Reply All button behavior is updated by including all recipients from the last inbound or outbound message that was not initiated by the system or bot.

The final update involves enhancing the formatting capabilities with an upgraded email editor. Composing emails is now more user-friendly as agents can utilize a wide range of formatting options, including text formatting, bullet points, and inline images, to craft professional and visually appealing responses. This feature is being released as Early Access, but the global availability is planned for February.

Macros

The repetitive actions will be automated to help agents increase their efficiency. Some of the macro actions include:

Assign Agent to conversation
Set the Queue for conversation
Set the tag for Conversation
Set To and Cc/Bcc for email
Set the email subject

Check out the macro experience for creating new conversations and the general new chat experience.

Time-based automations

The minimal pending time in time-based automations is now 10 seconds.

Background blurring for WebRTC calls

The agents will have the option to blur their background during audio/video calls and insert a branded picture if needed.

Ability to type in chat during WebRTC calls

While the customers already have this option, with this release, agents will also have the ability to send files or messages in the live-chat session during a call.

Share voice message

You can now record and share an audio message using your device's microphone while communicating with customers over the WhatsApp channel.

TOTP as a a two-factor authentication

EARLY-ACCESS

NOTE

This feature is released as Early Accessand the enrollment will be optional at the moment. Two-Factor Authentication will become mandatory in the Conversations mobile app starting January 1st, 2024. For more information, reach out to your account manager.

In this release, security enhancements will be implemented for the mobile app, which includes the implementation of two-factor authentication. This measure aims to provide the same high level of security for mobile clients as is currently in place for the portal.

Answers

Send and receive voice messages over WhatsApp

You can now send voice and receive voice messages over WhatsApp.

When you send a voice-enabled message in text format to the end user, the message is converted into a voice message when the end user receives it.
When end users send voice messages to your chatbot, Answers converts the voice message into text. From the message, the chatbot identifies the information that it needs to continue the conversation.

In AI chatbots, similar to identifying the intent of an end user's text message, the chatbot can identify the intent of an end user's voice message.

Voice functionality is an add-on feature.

For more information, refer to the Voice-enabled chatbots documentation.

Automatically generate training phrases for intents

EARLY-ACCESS

Generate training phrases for your intents automatically by using artificial intelligence. You can generate a maximum of 60 training phrases at a time.

If you want more than 60 training phrases, generate the phrases multiple times, for a maximum of 100 times a month.

For more information, refer to the Add training phrases to an intent documentation.

Validate your chatbot and identify errors easily

The error screen in the simulator now shows the following:

Error descriptions that are grouped by the tab in which the error is present. Example: Attributes tab and Dialogs tab.
Link to the location of the error. Example: Link to the dialog in which the error is present.

For more information, refer to the Simulation fail documentation.

You can also validate the chatbot before you activate it. In your chatbot, select Validate to identify the errors, and correct them. For more information, refer to the Validate the chatbot documentation.

Add multiple criteria for a condition

You can now add multiple criteria within the same condition in the Conditions element.

If there are multiple criteria that need the same action, you can add these criteria to the same condition in the Conditions element, instead of creating multiple conditions.

Example: You want to direct end users to the Notifications dialog when they select either Moments or Broadcast. Instead of creating two conditions, you can add both Moments and Broadcast as criteria within the same condition.

Use the AND and OR options in the Conditions element to add the criteria.

For more information, refer to the Conditions element documentation.

People

Export profiles for Facebook custom audience

You can now export customer profiles from People to create a Customer list custom audience in Facebook. Use the Facebook custom audience preset in People to export person profiles as a .csv file that contains the correct set of attributes in the correct format for Facebook. You do not need to manually select attributes or convert attribute values into the required format.

For more information, refer to the Export profiles for Facebook custom audience documentation.

Signals

Trusted MSISDN list

Trusted MSISDN is now available on our web interface. Infobip Signals allows you to handle trusted phone numbers without needing any development work on your part. Using a straightforward user interface, you can manage your Trusted MSISDN list by:

Adding phone numbers
Removing phone numbers
Checking if the phone number is on the Trusted MSISDN list

Essentials

IP safelisting configuration

IP safelisting allows the creation of trusted lists containing specific IP addresses or ranges. These authorized IPs enable human users or APIs to access the Infobip platform securely. Click here and find out more.

Broadcast

All channels

Campaign management: Introduced a range of warnings and alerts to empower customers in managing their campaigns effectively.

Broadcast templates: Added support for Failover to SMS in broadcast templates for increased reliability.

Performance and stability: General stability and performance improvements to enhance the overall user experience; UI improvements on input fields and scheduling enhancements.

Viber Business Messages & WhatsApp

Introducing enhanced URL Shortening. Added support for custom domains when enabling URL shortening.

Added support for Failover to SMS in WhatsApp.

New Viber content editor now supporting simplified content creation and sending video messages.

Zalo

Now supports Data Payload for enhanced functionality.

New enabled option to send test broadcasts for a seamless experience.

Channels & Numbers

New visual interface simplifies the process of channel configuration, request registration, status tracking, and accessing additional information.

Viber

The introduction of the Viber Business Messages content editor in Broadcast. This streamlined solution offers a single interface for creating and formatting content, making the process of crafting rich message content easier and more efficient.

Template editor improvements in the web interface. You can add up to one phone number button, up to two URL buttons and up to 10 quick reply buttons.

Webhook update enables you to automatically get information on changes for template status, quality, and category.

Email

DMARC records

Infobip is implementing new requirements for email senders from February 2024 onwards and the following feature will help senders align with these requirements.

Initially, in the December release, a DMARC record is now mandatory for newly registered sender domains.

For existing sender domains, this DMARC record is optional for the time being but it will become mandatory from the 1st February 2024 onwards.

For more information, see Email DNS records.

Google Postmaster

You are now advised to create a Google Postmaster account to register your sender domains. When you use a Google Postmaster account, you can be alerted when domains exceed Gmail's spam complaint limits.

For more information, see Google Postmaster.

Mobile Push and In-App Messages

Migration from legacy Firebase Cloud Messaging API

Infobip uses the Firebase Cloud Messaging (FCM) API to deliver push notifications to Android devices. Google will stop supporting FCM server keys starting from 20 June 2024. To continue sending push notifications to Android users, you need to provide the Google private key JSON file in your mobile application. For instructions, refer to the documentation.

Voice and Video

Convergence of voice and video channel applications

The separate Voice and WebRTC channel applications have now been merged into a single-channel app called Voice and webRTC.

Call Link layout and UI enhancements

This release now supports:

new SOLO layout, allowing the end user to see only their video stream and not all other participants
option to hide the identity/display name of the call link user from the landing page
option to hide device settings from both landing page and ongoing call

For more information, see Call link.

Calls API - Live call transcriptions

Live call transcripts are now available with the Calls API, including a Placeholder theme for potential Calls API content.

For more information, see Speech-to-Text.

SIP Trunking - Registered SIP trunks

This release Introduces new registered SIP trunks, along with fixed SIP trunks.

For more information, see Supported SIP trunk types and characteristics.

SIP Trunking - Unlimited Channel Plan for USA

This release updates how Infobip bills SIP trunk usage: from price per minute on traffic to pricing based on trunk capacity.

For more information, see Unlimited channel plan for US domestic traffic.

Apps and Integrations

Microsoft Dynamics 365 - Customer Insights and Journeys

The Infobip Messaging app for Dynamics 365 - Customer Insights lets you send messages to your Microsoft Dynamics 365 Marketing contacts using WhatsApp and Viber.

Infobip Messaging lets you:

Send a single message using the Message form
Send messages from a Customer Journey
Create templates containing personalized message content and track messages using delivery reports

For more information, go to the Microsoft Dynamics 365 Customer Insights - Journeys (opens in a new tab) listing.

To view the documentation, see Microsoft Dynamics 365 Customer Insights - Journeys messaging.

Salesforce Marketing Cloud

This release includes the following updates:

LMS support (Korean region)
MMS is a new, supported channel
URL shortening & tracking now expanded to WhatsApp

For more information, go to the Salesforce Marketing Cloud (opens in a new tab) listing.

To view the documentation, see Salesforce Marketing Cloud messaging.

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