Heliotrope

Last update June 12, 2024

What's new	Learn more
Broadcast	New Broadcast and Moments/Flow page and navigation updates Support for Carousel template messages
Metrics API	Campaign reference Interaction metric and traffic type updates
Conversations	Bulk add tags Outbound calls with specified additional fields Possibility to merge conversations with the same topic
Numbers and Compliance	10DLC - New appeal process for rejected campaigns UK Short Code - Improvements to purchase and registration process for UK short codes
Voice and Video	Recording Events in WebRTC SDK Call Link - Enhanced Call Connection Timeout Genesys PureCloud Provider SIP Trunk Video Filters for WebRTC Mobile SDK (iOS, Android)
Answers	Rich cards and Carousels are now available in RCS You can now add a timeout to Attribute and User Input elements
Moments	You can now add specific channels and senders to the Do not contact list You can now bypass the Do not contact list for transactional SMS messages When you define conditions in elements, you can search for an exact match of a keyword You can now use flow variables in the Change in people profile trigger
People	You can now add specific channels and senders to the Do not contact list In events, create properties of type List of objects to define a collection of items Enhanced on-demand segments are now available Profile search is now 10 times faster In People events, you can now track Source type and Source ID properties for changes to attributes

Broadcast

New Broadcast and Moments/Flow page and navigation updates

Broadcast-only customers

Access campaigns: Access one-time message campaigns through the new navigation structure under Campaigns > Broadcasts. Updated display: Broadcast campaigns are now displayed in an updated table with expanded columns, providing a comprehensive view of each campaign and making it easier to monitor performance.
Filtering options: Filtering options are now directly within the table, allowing for intuitive and efficient data filtering. Expense information: We have temporarily removed expense information to prepare for more advanced metrics later this year.

Customers with Moments activated

Access campaigns: Access campaigns through the new navigation structure under Campaigns > Broadcasts for one-time messages or Campaigns > Flows for automated journeys. Some customers may see this as Moments > Broadcasts and Moments > Flows. We have introduced separate communication lists for Broadcasts and Flows, making it easier to manage communication campaigns with dedicated views.
Separate lists: We have introduced separate lists for Broadcasts and Flows to improve clarity and enable customers to focus on the most relevant information for each campaign type. Updated display: Broadcast and Flow campaigns are displayed in an updated table with expanded columns, ensuring all relevant information is easily accessible. This adjustment lets customers focus on what is essential for each campaign type, with campaign information prominently displayed for easier monitoring.
Filtering options: Filtering options are now directly within the table, allowing for intuitive and efficient data filtering.
Automatic sorting: Existing campaigns are already sorted into the appropriate lists.

These updates ensure efficient management with a clear separation of Broadcast and Flow campaigns, provide better insights with tailored metrics and statuses, and improve workflow by automatically sorting current campaigns into appropriate lists.

Support for Carousel template messages

We are introducing support for Carousel template messages in Broadcast, and a new WhatsApp content editor. This update streamlines the process of crafting rich message content and enhances messaging capabilities for businesses.

Key features

Enhanced WhatsApp content editor: The new editor offers a comprehensive interface for creating and formatting content, replacing the smaller preview in the previous version. This update provides complete visibility of the actual message, eliminating guesswork.
Responsive previews: Businesses can now confidently communicate visually with their audience, saving time and effort.

Benefits

Maximized engagement: Customers can send a single text message with up to 10 carousel cards, maximizing engagement and conversion opportunities.
Showcase multiple products: Businesses can showcase various products or services within a single message, which improves campaign effectiveness.
Visually appealing presentations: Carousels provide interactive presentations, making it easy for users to browse through images and descriptions.
Targeted and personalized messaging: Carousels enable targeted and personalized messaging, resulting in higher conversion rates and ROI.

These enhancements simplify the creation of engaging message content, improve communication with audiences, and achieve better campaign results.

Metrics API

Campaign Reference

We are introducing two new Metrics API options: CAMPAIGN_REFERENCE and the campaignReferenceIds filter.

CAMPAIGN_REFERENCE
- Groups results by campaign reference, displaying the corresponding campaign reference ID value.
campaignReferenceIds filter
- Filters traffic based on specific identifiers, such as campaign reference IDs.

These options are associated with the introduction of the campaignReferenceID parameter in Infobip Send APIs.

campaignReferenceID
- A unique, user-defined identifier that customers can assign to each communication campaign.
- It must be included in individual API calls at the message level.
- When provided, it serves as a reference point for tracking and managing the performance of individual campaigns.

These new options will enhance customer ability to analyze and manage their messaging campaigns more effectively.

Interaction metric and traffic type updates

We are introducing the INTERACTION_COUNT metric to our Metrics API. This metric provides the number of distinct messaging interactions for detailed analysis.

With the TRAFFIC_TYPE dimension, the interaction count metric enables the analysis of messaging traffic types. It categorizes interactions into specific types, such as conversations in WhatsApp and Basic messages, Single messages, A2P Conversations, or P2A Conversations in RCS.

Expanded traffic types

WhatsApp: Marketing, Utility, Authentication, and Service Conversations.
RCS: Basic Transactions, Single Transactions, A2P Conversation, P2A Conversation.

Understanding these traffic types is essential for managing messaging operations effectively and interpreting associated data.

Conversations

Bulk add tags

This release introduces the ability to add tags in bulk (opens in a new tab), allowing you to simultaneously apply one or more tags to multiple conversations with a single click.

Outbound calls with specified additional fields

With this improvement, we are enhancing possibilities when creating new outbound calls. Agents can now specify the precise queue to which a conversation belongs and include additional fields, enhancing the level of control over call routing and organization. Check it out here (opens in a new tab).

Merge conversations in the Email channel

This new feature enables you to merge conversations (opens in a new tab) from different customers into a single conversation based on, e.g., a common topic.

Numbers and Compliance

10DLC appeals

The 10DLC Appeal process empowers clients to resubmit and modify rejected campaigns, enhancing flexibility and providing a clearer campaign lifecycle. It allows for corrections and disputes to be handled efficiently, ensuring more accurate and streamlined campaign management.

UK Short Code purchase and registration process improvements

The UK Short Code purchase and registration process has been improved for better efficiency and clarity, enabling clients to directly request short codes through our portal. This simplifies the onboarding process, shortens the time to send the first message, and minimizes financial losses.

Voice and Video

Recording Events in WebRTC SDK

Event recording functionality for WebRTC endpoints empowers developers to integrate visual indicators to signal the start of a recorded WebRTC call or Room. This update enhances user experience and provides greater control over call recording processes.

Call Link - Enhanced Call Connection Timeout

This improvement ensures callers remain connected during the ringing phase, reducing missed connections and enhancing communication reliability. Users can now stay on the line until the call is successfully connected, improving efficiency and overall call experience.

Genesys PureCloud Provider SIP Trunk

We’re expanding our call center platform support following on from Freshworks. We’re pleased to onboard Genesys Cloud customers to seamlessly connect their environment to any Infobip data center. By leveraging our fully IP-based network, customers will grab significant savings on international calls while maintaining high-quality communication standards worldwide.

Video Filters for WebRTC Mobile SDK (iOS, Android)

Introducing a new library to our mobile iOS and Android WebRTC SDKs, enabling video filters such as background blur, virtual background, and face tracking. With user-defined video filters and an extensive library of commonly used filters, our RTC platform provides greater control over video call environments.

Answers

Rich cards and Carousels are now available in RCS

You can now send rich card (opens in a new tab) and carousel (opens in a new tab) messages by using RCS.

Use rich card messages to send multiple, related information in a single message. Example: For an advertisement of a mobile phone, you can include an image of the phone, information about the phone, and a button that the end user can click to view the phone on your website.

Use carousel messages to present multiple products, services, or other information to end users in a single message. A carousel message contains multiple rich cards. End users can use horizontal scroll to view the rich cards, compare the information, and take action for individual rich cards.

Timeout is now available in Attribute and User Input elements

The Attribute and User Input elements are used to obtain responses from the end user. In some cases, the chatbot waits for a long time for the end user to provide a response. You can configure a timeout for such situations.

If the end user does not respond to your message within a specified time duration, you can choose to take actions such as directing the end user to the main menu or transferring them to an agent.

For more information, refer to the Attribute (opens in a new tab) and User input (opens in a new tab) documentation.

Moments

Specify channel and senders in Do not contact list

In the Add to do not contact list and Remove from do not contact list elements, you can now specify a channel and the senders for the channel.

Example: An end user wants to receive emails only about offers and not about newsletters. In this case, add the Email sender for newsletters to the Do not contact list.

For more information, refer to the Add or remove from Do not contact list (opens in a new tab) documentation.

Ignore Do not contact list for transactional messages

You can now send transactional SMS messages to end users even if they are part of the Do not contact list.

In the Send SMS element in your flow, select Ignore the Do not contact list.

Use this option when you want to send transactional messages but not promotional messages to end users.

For more information, refer to the SMS documentation (opens in a new tab).

Check for exact match of a word in a condition

In the conditions that you use in the Evaluate inbound message element and the Inbound message trigger, you can now check whether the message body contains the exact word that you specify.

Example:

Condition value: time
End user's response: time, time!!, what is the time? The condition is fulfilled.
End user's response: times, timeframe, timezone, 3times. The condition is not fulfilled because the word contains additional characters that are not part of the condition value.

For more information, refer to the Evaluate inbound message element (opens in a new tab) and the Inbound message trigger (opens in a new tab) documentation.

Use flow variables in the Change in people profile trigger

In the Change in people profile trigger, you can now use flow variables in the condition value field.

For more information about this trigger, refer to the Change in people profile documentation (opens in a new tab).

People

Specify channels and senders in Do not contact list

You can now specify the channel and the senders for the channel in the Do not contact list.

When you add contacts to the Do not contact list, you can now specify the following information for each contact.

Senders from which communications must not be sent to the end user
Channel from which communications must not be sent to the end user

For more information, refer to the Do not contact list (opens in a new tab) documentation.

New List data type for event properties

Use properties of type List to capture data for a list of items. Example: For the products property, you can add parameters such as ItemId, Price, and Quantity.

Add this property to an event in People and then use it in other Infobip products such as Moments, to personalize messages to end users. Example: When an end user checks out products, you can send them an order confirmation email that contains the list of products purchased, with the price and quantity of each product.

For more information about this data type, refer to the Event properties (opens in a new tab) > Data types for properties documentation.

Enhanced on-demand segments

Use People segments as a dynamic audience for ongoing flow campaigns such as onboarding, loyalty programs, and long-running targeted promotions. Add your target segment to the Predefined Audience entry point and choose to update the flow audience in real time. The flow tracks profiles that meet your criteria within the segment, and the matched profiles will automatically enter the flow.

For more information, refer to the Segments documentation (opens in a new tab).

Profile search is now 10 times faster

You can now search for profiles and segment your audience 10 times faster than before.

Infobip has initiated a phased implementation of this enhancement. This rollout phase is until 30 June 2024.

New properties in People events

In People events (opens in a new tab), you can track the following new properties for changes to Standard and Custom attributes.

Source type
Source ID

Example: Use these properties to track profile update events in Moments.

Source type: Whether the source of the profile update is a flow in Moments.
Source ID: The flow in which the profile update happened.

Ivory Ginger