Maroon

Last update November 13, 2024

What's new	Learn more
Analyze	Enhanced filtering capabilities Expanded dashboard access
Answers	You can now activate a chatbot on multiple senders You can now add default values to attributes Open channel chatbots now support JSON message type Add custom data to chatbot messages to enhance your message reports Attribute and User input elements have been renamed
Apple Messages for Business	App Clips now available in Apple Messages for Business
Apps and Integrations	New features on Salesforce Marketing Cloud Integration Omnichannel Messaging Adapter for Oracle Integration Cloud [Early Access] RCS on Oracle Responsys Integration Two-way messaging in Oracle Eloqua Email in WebEngage
Channels	Support for configuring actions and keywords for Viber Business Messages, RCS, and Apple Messages for Business
Conversations	Data access on queue level Conversation statuses AI-driven translations for agent replies Automations improvements Sentiment analysis update
Conversations API	Get agent endpoint update
Email	Suppression lists for managing suppressions generated by a sender domain over web interface
Messages API	New message types supported: Contact message, Stickers, Request location button
Moments	IVR in Flow has been upgraded to leverage the capabilities of our Calls 2.0 platform
People	A profile is automatically created when an Answers session starts
SMS	Alphanumeric Senders tab for management of alphanumeric senders
Voice and Video	Multichannel recordings
WhatsApp	Identity change feature extended to Cloud senders Migrate phone numbers between WhatsApp Business Accounts using embedded signup

Analyze

Enhanced filtering capabilities

The Analyze dashboard now includes advanced filtering options for improved data analysis.

New features:

• Advanced filtering with operators: Users can now apply "is" and "is not" operators to refine data control, allowing the inclusion or exclusion of specific values for tailored data analysis.
• Sender filter: Filter data by sender across SMS, MMS, WhatsApp, Viber Business Messages, and RCS channels, expanding the ability to analyze messaging performance across multiple channels.

Key benefits:

• Targeted data analysis: The advanced filtering operators allow users to focus on or exclude specific data values, providing a more precise view of their data.
• Multi-channel insights: The Sender filter enables comprehensive cross-channel analysis, allowing deeper insights across various messaging platforms.

Expanded dashboard access

We have expanded access to the Analyze dashboard, making it available to customers in additional data centers and enhancing data accessibility and usability across more organizations.

Key benefits:

• Improved accessibility: More customers can now utilize the dashboard, benefiting from the comprehensive metrics and filtering capabilities previously limited to a select group.
• Enhanced data insights: Customers now have access to robust analysis tools, helping them to better understand and manage their data across various messaging channels.

Access to the Analyze dashboard was initially limited to customers processing traffic in specific data centers, including Frankfurt, Mumbai, New York, Indonesia, and select non-SaaS locations. We have now expanded the access to data centers in:

• Europe
• United Kingdom
• Turkey
• Pakistan
• Saudi Arabia
• United Arab Emirates
• Qatar

The new dashboard is visible to customers using at least one of the following channels:

• SMS
• MMS
• WhatsApp
• Email
• RCS
• Viber Business Messages

For more details, refer to the Analyze dashboard and Analyze dashboard updates pages.

Answers

Activate a chatbot on multiple senders

You can now activate a chatbot on multiple senders. End users can contact your chatbot on any of these senders.

You can activate or deactivate the chatbot on these senders individually.

For more information, refer to the Sender documentation.

Add default values to attributes

You can now specify default values for Standard attributes. Example: Specify a default phone number.

For more information, refer to the Standard attributes documentation.

Send JSON messages through Open channel chatbots

In chatbots that use the Open channel, you can now send rich messages by using the JSON message type.

For more information, refer to the JSON documentation.

Add custom data to messages to enhance message reports

Add custom callback data, such as platform ID and payload, to messages that you send to end users.

This data is available in message reports. Use this data to enhance your analytics reports. You can do the following.

• Track sessions
• Create insights
• Link to your existing data

For more information, refer to the Message data documentation.

Attribute and User input elements have been renamed

The names of the following elements have changed.

• Attribute element is renamed to Save user response.
• User input element is renamed to User response.

There are no changes to the analytics for these elements.

For information about these elements, refer to the User response and Save user response documentation.

Apple Messages for Business

App Clips now available in Apple Messages for Business

Apple Messages for Business now supports App Clips - a lightweight app experience that allows customers to complete actions such as ordering, paying, or booking directly within the Messages app. App Clips provide businesses with a fast, task-oriented solution, offering a seamless user experience without the need for users to download the full app.

Create an App Clip that aligns with your business needs and share App Clip links with customers using Apple Messages for Business to boost engagements.

Key benefits:

• Faster conversions: Customers can instantly engage with your business.
• No app download required: App Clips open directly from a link, providing users a streamlined experience.
• Enhanced customer satisfaction: By enabling instant, relevant actions, App Clips offer a more convenient interaction.

To find out more about message types supported by Apple Messages for Business, refer to our documentation.

Apps and Integrations

The following integrations documentation is available on the Infobip public documentation:

• New features on Salesforce Marketing Cloud Integration
• Omnichannel Messaging Adapter for Oracle Integration Cloud (Early Access)
• RCS on Oracle Responsys Integration
• Two-way messaging in Oracle Eloqua
• Email in WebEngage

Salesforce Marketing Cloud Integration

This integration now supports additional WhatsApp template types: Carousel, Coupon Code, Limited Time Offer, Flow.

We also added SMS character and message counter. The user can see how many characters and messages will be sent, to optimize the SMS message use and sending cost.

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

Omnichannel Messaging Adapter for Oracle Integration Cloud [early access]

This is a new integration to enhance your Oracle Integration Cloud experience. The Omnichannel Messaging Adapter for Oracle Integration Cloud allows you to integrate Infobip's messaging services into your Oracle Integration Cloud project using:

• Triggers to initiate flows, based on incoming messages
• Invokes to send messages

For more information, go to the Omnichannel Messaging Adapter for Oracle Integration Cloud (opens in a new tab) listing.

To view the documentation, see the Omnichannel Messaging Adapter for Oracle Integration Cloud documentation.

RCS on Oracle Responsys Integration

This integration has now added RCS as a new channel:

• Initially we support outbound engagement using Text and File messages with suggestions
• Next we plan to add Card and Carousel messages, and support conversational use cases using AI chatbots

To view the documentation, see the Oracle Responsys (opens in a new tab) documentation.

Two-way messaging in Oracle Eloqua

This release includes support of two-way SMS and WhatsApp messaging:

• It is possible to store inbound message content to a selected user contact field
• Marketing uses can use this value to perform decision splits or campaign segmentation

For more information, go to the SMS and WhatsApp for Oracle Eloqua (opens in a new tab) listing.

To view the documentation, see the Oracle Eloqua messaging (opens in a new tab) documentation.

Email in WebEngage

This integration now adds email to the channels available:

• WebEngage Email integration has been released
• Email is the next channel after SMS and WhatsApp from Infobip in this platform

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

Channels

Support for configuring actions and keywords for Viber Business Messages, RCS, and Apple Messages for Business

We have reintroduced the ability to configure actions and keywords for inbound messages on Viber Business Messages (BM), RCS, and Apple Messages for Business. This update empowers users to manage and control how inbound messages are processed directly through the Infobip web interface, improving automation and efficiency.

Key features:

• Configurable actions: Set up forwarding to HTTP or select "No action" for messages that do not require a response.
• Keyword triggers: Define specific keywords to activate predefined actions for automated handling.
• Web interface management: Configure actions and keywords easily through our web interface (opens in a new tab) under Channels and Numbers > Channels.

Supported actions:

• Viber BM and RCS:
  • Forwarding actions: Forwarding to HTTP, No action
  • Non-forwarding actions: Conversations, Auto response, Blocking
• Apple Messages for Business:
  • Forwarding actions: Forwarding to HTTP, No action
  • Non-forwarding actions: Conversations

For step-by-step instructions on setting up actions and keywords, refer to the respective sections on Viber Business Messages, RCS, and Apple Messages for Business.

For more information, see the Messaging actions and Keywords sections.

Conversations

Data access on queue level

Data access is a set of configurations that enable users to determine which queues are isolated from others. These settings are defined at the queue level, enabling or preventing transfers from the queue to other queues and restricting access to conversations in the queue to specific users, such as agents and supervisors.

Check the Data access section in Queues (opens in a new tab) to find out more.

Conversation statuses

We are introducing a new option to configure conversation statuses. With this, you can use statuses to organize conversations and track their life cycle. Additionally, the Solved status can be configured to suit your needs.

Check the supervisor (opens in a new tab) and agent experience (opens in a new tab).

AI-driven translations for agent replies

With this release, we are presenting a new AI feature - translation of agent replies. This feature allows agents to translate their messages, enabling seamless multilingual communication with customers whenever needed.

Click here to learn how to configure it (opens in a new tab), and review the agent experience (opens in a new tab).

Automations improvements

This update enhances automation and workflow capabilities by adding new conditions, operators, and features, enabling users to build more dynamic, customized, and efficient processes. The key improvements include:

• New conditions: New conditions for form fields, including the ability to filter form field inputs using "Is in the list" and "Is not in the list" operators.
• Conversation priorities: This new condition allows setting up automations to handle urgent tickets immediately, such as triggering auto-replies and notifying the team of urgent issues.
• Working hours: This new condition enables setting up automations to handle inquiries received outside regular working hours, such as triggering emergency protocols for VIP clients.
• Improved operators: The new operators include - "Contains any", "Contains all", "Missing any", and "Missing all", which can now be used in most automations to enhance flexibility and precision.

Find more details here (opens in a new tab).

Sentiment analysis update

The new sentiment analyzer (opens in a new tab) supports over 100 languages, enabling it to deliver real-time sentiment analysis with enhanced precision. This extensive language coverage allows for a broader and more accurate understanding of diverse linguistic inputs.

Conversations API

Get agent endpoint update

We are updating the existing Get agent endpoint (opens in a new tab) to include additional information in the response: the agent's email address.

Email

Suppression lists

This release introduces Suppression lists in the Email channel web interface.

Previously, customers did not have a way to remove addresses from suppression lists themselves and had to make a request to Infobip Support to complete the removal. When customers had to send transactional or service update emails and they required addresses to be removed from their suppression list urgently, this could cause delays.

Suppression list gives the control of suppression to the end user, to ensure swift updates to the suppression list, as and when the end user needs it.

As the owner of a sender domain, manage the suppressions generated by that sender domain, and share view or edit rights/permissions with others who use that same sender domain.

Suppression lists provides the functionality to view overquotas, and to view, add, or delete bounces and spam complaints. Fine tune the view by filtering the list based on the recipient domain or time period.

For more information about suppression list in email, see Manage suppressions (opens in a new tab).

Manage suppressions over API

In addition to suppressions over the web interface, it is possible to use the new Email Suppression API endpoints to:

• Get suppressions (opens in a new tab): retrieve the suppressions for domains that are owned or have permissions granted
• Add suppressions (opens in a new tab): add email addresses to a suppression list
• Delete suppressions (opens in a new tab): delete email addresses from a suppression list
• Get suppression domains (opens in a new tab): get the domains that can be managed for suppressions

Messages API

New message types supported: Contact message, Stickers, Request location button

Messages API now supports three new message types, enhancing the ways you can connect and interact with your customers:

1. Contact message

   • Send contact details directly to recipients, enabling them to view, message, or save the contact within their app. This feature is ideal for sharing actionable information to facilitate instant communication.
   • Supported by: Viber Bots, WhatsApp

2. Stickers

   • Add personality and engagement to conversations with stickers. These static or animated images help convey emotions, emphasize branding, and make interactions more visually appealing.
   • Supported by: Viber Bots, WhatsApp

3. Request location button

   • Use a Request location button to ask users to share their location directly through the message interface. This feature simplifies location sharing for scenarios like coordinating deliveries or providing location-based support.
   • Supported by: RCS, WhatsApp

For more information about supported message types in Messages API, refer to our documentation.

Moments

IVR in Flow has been upgraded

We have upgraded IVR in Flow to leverage the capabilities of our Calls 2.0 platform. The upgrade not only provides improved stability but also new functionalities.

Some of the improvements are as follows.

• There are improvements to call statuses in IVR elements. Now, it is easier to manage a call session if the call was ended. In all the IVR elements, you can define the exact journey condition that you need.
• You can now use variables and expressions in IVR elements. Use these features to personalize the session and route the flow accordingly.
• The error codes in Voice reports have been updated to a new error code system. Existing active IVR flows will still have the old error codes. If you have active IVR flows, Infobip will contact you individually to migrate the error codes to the new error codes system.

For more information, refer to the IVR documentation.

People

Profiles are now automatically created when Answers sessions start

When an end user starts a session with your chatbot, and a Person profile does not exist in People, a new profile of type Customer is automatically created. Answers-specific product events are then added to this profile.

SMS

Alphanumeric senders tab

This release introduces the Alphanumeric Senders tab for the SMS channel, enhancing user accessibility and management of SMS communication. Previously, users could not directly view alphanumeric senders or check their network coverage in the Infobip web interface.

This new Alphanumeric Senders tab improves the user experience by providing easier access to view detailed information about their alphanumeric senders and to check the network coverage per sender.

The benefits are:

• Enhanced visibility of alphanumeric senders
• Quick access to live network coverage information for each sender, reducing manual checks

For more information, see the SMS documentation.

Voice and Video

Multichannel recordings

This release introduces multichannel recordings. For on-demand composition for Dialogs or Conferences, you can request that the resulting composed media file is multichannel. Each participant in a dialog or conference is then isolated on a separate audio channel.

Key benefits:

• Clear and indisputable evidence of what was said by each individual participant for legal purposes
• Transcription and analysis

For more information, see Recordings.

WhatsApp

Identity change feature extended to Cloud senders

The Identity change feature, previously available only for hosted senders, is now extended to Cloud senders, providing an enhanced layer of security. This add-on helps prevent sensitive information from being sent to unverified end users by notifying businesses when an end user's WhatsApp account (MSISDN) may have been transferred to a different user.

Key benefits:

• Identity alerts: Receive notifications if an end user's identity may have changed, allowing you to verify outside of WhatsApp before resuming communications.
• Automatic message blocking: Outbound messages to potentially unverified end users are blocked until identity is confirmed, ensuring safe and verified communication.

Setup for Cloud senders:

• Webhook setup or subscription activation: Configure a reporting webhook to receive identity notifications or create a subscription for the WhatsApp channel and IDENTITY_CHANGE event.
• Enablement: Contact Support to have Identity change enabled.

For more information on identity change, refer to our documentation.

Migrate phone numbers between WhatsApp Business Accounts using embedded signup

We have streamlined the migration process for businesses transferring their WhatsApp Business phone numbers to Infobip. This update is ideal for customers moving from one solution partner to another, preserving essential account details with minimal disruptions.

Key benefits:

• Simplified process: We have simplified the migration steps on Infobip platform, making it easier for businesses to migrate their accounts with minimal setup.
• Retained account attributes: Preserve your display name, quality ratings, template messaging limits, Official Business Account status, and approved high-quality templates.
• Cloud sender compatibility: Cloud senders retain messages and chat history, ensuring a smooth transition without loss of ongoing conversation data.

To get started, ensure two-factor authentication (2FA) is disabled on your current WhatsApp account to avoid any migration issues. Log into web interface (opens in a new tab), go to Channels and Numbers > Channels, select WhatsApp, and choose Register sender. Select the I have a WhatsApp number that is in use with another provider migration option to initiate the simplified process.

For more details, refer to our documentation.