Khaki

Last update September 11, 2024

What's new	Learn more
Conversations	Prevent the creation of new conversations if the number is on the blocklist Increased column width for topic/subject in All Work Call capacity override
Analyze	New Analyze dashboard (Early Access)
KakaoTalk	Introducing Kakao Chingu support in Broadcast
Broadcast	New WhatsApp templates: Coupon code, Limited-time offer, and Flow
Messages API	adaptationMode now enabled by default Two new message types available - Carousel and Location Validation endpoint
Email	Manage Suppressions Disable click tracking on URLs Full disaster recovery (DR) and Load balancing across our US data centers
Answers	Use conversation tags to mark conversations in your chatbot
Moments	You can now combine your flow with an Answers chatbot
Mobile push and In-app notifications	Enhanced design and capabilities for the demo app
WhatsApp	Application and Entity ID assignment for templates
MMS	Mobile operator support coverage for Australia and Taiwan

Conversations

Blocklisted numbers: Restrict the creation of new conversations

CLOSED EARLY ACCESS

This update enhances the agent experience when contacting numbers on the Do Not Contact list (blocklist). New conversation creation will be automatically blocked if an agent attempts to use a number on the blocklist. This helps ensure compliance with regulatory requirements and respects customer preferences. More info here (opens in a new tab).

Increased column width for topic/subject in All Work

With this All Work update, we are improving the visibility of the topic/subject column in work views. This enhancement allows agents to quickly identify content without opening a conversation. The user interface now ensures that the full text of topics/subjects is visible, reducing the need for agents to take extra steps to access important information.

Call capacity enhancement

This upgraded feature optimizes customer service operations by enabling incoming calls to bypass current capacity limits. It resolves the issue where calls are blocked when agents are occupied with non-call tasks. By ensuring that high-priority calls are always routed to available agents, this feature will enhance response times, elevate service levels, and prevent critical calls from being missed due to capacity restrictions. Click here (opens in a new tab) to find out more.

Analyze

New Analyze dashboard

EARLY ACCESS

We have introduced a redesigned Analyze dashboard with enhanced features to improve data accessibility and interpretability for our clients. This dashboard provides expanded metrics, advanced filtering, and unified multi-channel reporting. During the transition, you may have access to both the old and new dashboards, depending on your channel usage and elegibility (opens in a new tab).

Key updates:

• New metrics: Gain insights into message delivery and interactions with detailed metrics such as clicks, unique clicks, CTR, CTOR, seens, and opens.
• Advanced filtering: Customize dashboards with flexible filters, including filters for CPaaS X values, status reasons, error codes, sender types, countries, and networks.
• Multi-channel reporting: Unified reporting across SMS, MMS, Email, WhatsApp, RCS, and Viber Business Messages.

Availability:

• The new dashboard is available in early access for the selected channels: SMS, MMS, Email, WhatsApp, Viber Business Messages, and RCS. Stay tuned for updates as we continue to expand our analytics offerings.

For more details, please refer to the product documentation (opens in a new tab) or contact Support.

KakaoTalk

Introducing Kakao Chingu support in Broadcast

We are introducing Kakao Chingu messaging support within the Broadcast tool, integrated with the KakaoTalk under Channels and Numbers > Channels on our web interface (opens in a new tab).

Key features:

• Send messages using Kakao Chingu, including images and carousels.
• Upload images directly through the KakaoTalk app for richer, more engaging communication.

Key benefits:

• Expanded message capabilities for Kakao Chingu.
• Simplified workflow with direct image uploads.
• For further details, refer to the product documentation (opens in a new tab).

Broadcast

New WhatsApp templates: Coupon code, Limited-time offer, and Flow

We are introducing three new WhatsApp templates in Broadcast: Coupon code, Limited-time offer, and Flow. These templates, previously accessible through our API, are now fully integrated into the Infobip web interface (opens in a new tab).

New template types:

• Coupon code: Send redeemable promotional codes directly to customers.
• Limited-time offer: Add urgency with a countdown timer for flash sales or promotions.
• Flow: Automate post-purchase surveys, feedback requests, and other interactions.

You can now register and manage these templates directly within the WhatsApp app under Channels and Numbers.

Messages API

adaptationMode now enabled by default

The Message API now automatically adapts (opens in a new tab) messages to fit the capabilities of each channel, ensuring that messages are sent even if the channel does not support all elements (for example, media converted to URLs for text-only channels like SMS).

Key features:

• adaptationMode enabled by default: The API will automatically try to adapt the messages to fit the limitations of different messaging channels.
• More robust error handling: With adaptationMode disabled, error messages will indicate which elements are unsupported, ensuring clearer feedback.

This update is designed to make the API more flexible and intelligent by ensuring successful message delivery, even when some message elements are not natively supported but can be adapted to fit the capabilities of the chosen channel.

Two new message types available - Carousel and Location

The Messages API now supports two new message types: Carousel and Location.

Carousel

Carousel message (opens in a new tab) allows you to send multiple rich cards within a single message. Users can scroll horizontally to view and compare cards and take specific actions on each card.

Key features:

• Multiple rich cards: Display several items in one message.
• Interactive scrolling: Users can scroll horizontally through the cards.
• Individual actions: Each card can have unique actions, enabling tailored interactions.

Location

Location message (opens in a new tab) enables you to share latitude and longitude coordinates in real-time, providing more contextual communication.

Available in:

• WhatsApp
• Viber Bots

These features enhance user engagement by offering a visually rich and interactive experience, making it easier for users to explore and interact with multiple offerings in a single message, as well as location-based content.

Validation endpoint

EARLY ACCESS

The Messages API introduced a request validation feature, allowing users to test message payloads using a dedicated validation endpoint (opens in a new tab) before submission. This feature helps catch potential issues, especially when sending messages across multiple channels, and provides detailed feedback for corrections. The validation endpoint checks payloads against standalone API models, verifies failover steps, and flags unknown fields. It returns a 200 OK for valid requests and a 400 BAD REQUEST for errors.

Key benefits:

• Improved message accuracy: Ensure messages meet specific channel requirements.
• Early issue detection: Catch errors before sending messages.
• Granular feedback: Get detailed information for quick fixes.

Email

Manage Suppressions

This release includes API endpoints for suppression management, enabling users to upload and delete bounces and spam complaints directly over API. This reduces support dependency, minimizes errors, and simplifies suppression list management. Up-to-date suppression lists help maintain a clean sender reputation and improve deliverability.

This feature lets you view and edit suppressions caused by hard bounces and user complaints. You can easily filter the data for viewing a single record, and share suppression data user access across your accounts.

For more information about Email suppression endpoints, see the Email API documentation (opens in a new tab).

Disable click tracking on URLs

This new feature allows users to disable click tracking for specific links and gives more control over tracking.

Now, you can disable click tracking for an individual link by including a new clicktracking element with the URL setting inside the anchor of an HTML link.

This enables flexibility for sensitive or self-managed links and is especially useful for high-volume enterprise senders who need flexibility in handling large campaigns.

For more information, see URL clicks (opens in a new tab).

Full disaster recovery (DR) & Load balancing across our US data centers

This ensures continuous traffic delivery during disruptions. Senders from the US benefit from improved reliability and faster recovery after failures.

This release introduces full active/active DR across the US between our NY2, US2, and US3 data centers, with support for both planned and unplanned downtimes. It also includes load balancing based on the active/active model, ensuring continuous traffic delivery between data centers.

Key benefits:

• Increased reliability: email traffic will be consistently delivered across multiple data centers, enhancing redundancy and failover capabilities.
• Active DR: both data centers (NY2 and US2/US3) will simultaneously handle traffic, ensuring better performance and disaster recovery.

Answers

Use conversation tags to mark conversations

Add conversation tags to mark conversations in your chatbot. You can then use these tags for the following.

• Direct the end user to the correct queue in Conversations
• Reporting

Use the Conversation tags element to add these tags. This element is available only if you have Conversations enabled in your account.

For more information, refer to the Conversation tags documentation.

Moments

You can now combine your flow with an Answers chatbot

Combine the power of Flow with its precise segmentation and right-time triggering of campaigns, with the power of chatbots that includes AI capabilities. Create a seamless experience between the two products for the end user when you launch outbound promotional campaigns powered by two-way in-chat communication. The end user can ask campaign-related questions and receive in-chat responses, as well as be seamlessly transferred to FAQ chatbot dialogs for generic questions. This saves you the effort of configuring and maintaining chatbots.

Use the Start chatbot (Answers) element in your flow to direct the end user to the chatbot. After the chatbot session ends, the end user returns to the flow.

For more information, refer to the Start chatbot (Answers) documentation.

Mobile push and In-app messages

Enhanced appearance and capabilities for the demo app

The Infobip Demo app has been redesigned to improve onboarding, personalization, and sending events to People.

The updates make it easier for you to do the following.

• Understand and use mobile profiling features through the intuitive onboarding process.
• Demonstrate the mobile audience profiling capabilities of the Infobip Mobile SDK and People.
• Test key functionalities such as device personalization, event tracking, and customer data (attributes) collection.

For more information, refer to the Demo app guide documentation.

WhatsApp

Application and Entity ID assignment for templates

We have introduced the ability to assign (opens in a new tab) applicationID and entityID to templates during creation, editing, and retrieval. This feature offers more flexibility in managing templates across specific applications and entities.

Additionally, by linking a template to a particular applicationID or entityID, you can create a subscription to receive template update events, providing real-time updates on template changes, such as content edits or status changes.

MMS

Mobile operator coverage for Australia and Taiwan

This release includes extended support for MMS in Australia and Taiwan.

Australia

Multiple arriers: Pivotel, Telstra, Vodafone, Dialogue, YES OPTUS

• All carriers support multiple attachments
• Supported media formats include: PNG, JPG, GIF, TXT, SMIL, and VCF
• Message size limit is 400KB
• Clients can use shared VLNs or purchase dedicated ones

Taiwan

Multiple carriers: T Star, Far EasTone, Chunghwa Telecom, Taiwan Mobile, Asia Pacific Telecom

• All carriers support single attachments
• Supported media formats include: PNG, JPG, GIF, and VCF
• Message size limit is 300KB, with lower pricing for messages up to 50KB and higher pricing (60%) for messages between 50KB and 300KB.
• Clients can use a shared VLN or register a dedicated VLN directly with the carrier. A new account must be opened if clients need to use both a shared and dedicated VLN.

For more information, see Supported mobile operators and limitations (opens in a new tab)