Pistachio

Last update February 12, 2025

What's new	Learn more
Answers	You can now simulate the chatbot over API You can now import API requests instead of manually configuring them Rename elements to identify specific instances of the element Share custom templates between your main Infobip account and your sub accounts Use GenAI tools to add functionality to your chatbot Customize the welcome message for WhatsApp chats
Apps and Integrations	Enhanced messaging integration for HubSpot Boost customer engagement with the Messaging Adapter for Oracle Integration Cloud Salesforce Marketing Cloud Oracle Responsys: elevate engagement with integrated Answers chatbot
Campaign tags	Add campaign tags to your products to categorize them based on custom criteria
Conversations	My Work grouping Agent auto-assignment outside of working hours update Tags and templates updates AI Assistant - Auto-fill forms on demand, Suggested replies and AI summary updates
Conversations API	New webhooks
CPaaS X	Subscriptions API: Inbound message configuration
Email	New in Delivery reports (DLRs): Attempt Count and Time to First Delivery Attempt Tracking notifications webhooks include campaign reference ID Enhanced Email metrics in Analyze and Metrics API
Messages	New message types are now available for LINE
Messages API	Extended RCS feature parity
Metrics API	Enhanced Email traffic metrics Multi-application/entity filtering
Moments	New Flow Denied Entry event Allow journeys to complete after flow is stopped The Predefined audience element has been split to make it easier to use You can now transfer IVR calls to live agents The Start a conversation element is renamed to Transfer chat to agent. The Collect element has new features
Numbers	Subscription Management support in incoming messages
People	You can now control how filtering rules are applied to list items You can now manage People segments by using the People API
Voice and Video	Websocket endpoints for Calls platform WebRTC automatic reconnect
WhatsApp	Marketing messages preferences Improved template filtering over API

Answers

Simulate the chatbot over API

EARLY ACCESS

Use the Answers API to simulate a conversation between the end user and the chatbot. The API request contains the message from the end user, and the API response contains the simulated response from the chatbot. The response is sent to the webhook that you configure.

For more information, refer to the Simulate the chatbot documentation.

Import API calls from other systems

In the API element, you can now load an API request configuration by importing cURL command from your API request collection. The request is automatically updated based on the imported command.

The following are some examples of scenarios where you can import a cURL command.

• You have tested the API call over Postman and want to use the same data in the API element in your chatbot.
• You want to copy the Infobip API cURL command from the Internet and test it in the API element.

For more information, refer to the Answers API documentation.

You can now customize element names

You can now rename elements to identify specific instances of the element. Example: If you have multiple Save user response elements, you can rename each one to identify a specific instance.

For more information, refer to the Rename an element documentation.

Share custom templates between accounts

You can now share custom templates between your main Infobip account and your sub accounts. Thus, you can reuse a template across multiple accounts instead of recreating the template in each account.

Only the main account can share a template or delete shared templates.

For more information, refer to the Share a custom template documentation,

Use GenAI tools to add functionality to your chatbot

Use the following elements from Exchange to add GenAI functionality to your chatbots.

• GenAI Intent detection: Use this element to correctly identify the intent of end users' messages.
• GenAI custom prompt: Use this element to produce custom output based on your instructions. Example: Summarize the input text, rewrite or create variations of the input text, translate the input text, and obtain information from the end user.
• AI assistant: Use artificial intelligence (AI) assistants that use the training data that you specify, to perform tasks. Example: Answer FAQs based on the document that you upload.

For more information, refer to the GenAI tools documentation.

Customize the welcome message for WhatsApp chats

When an end user uses the QR code or the link to the chatbot, their WhatsApp app opens to start a conversation with your chatbot. A pre-written message is added automatically in the message box in the app. The end user can send this predefined message to your chatbot to start the conversation.

You can now customize this pre-written message for each sender.

For more information, refer to the Update the welcome message documentation.

Apps and Integrations

The following integrations documentation is available in this release.

Enhanced messaging integration for HubSpot

The HubSpot integration now supports the following new functionality:

• Custom Sender IDs: use of alphanumeric sender IDs for SMS messaging
• Enhanced workflows: improved integration of SMS and WhatsApp messaging within Workflows
• Unified chat interface: replacement of the custom UI chat interface with a native one in CRM

Key benefits:

• Alphanumeric Sender IDs: ability to use custom sender IDs for SMS, enhancing brand visibility and customer recognition
• Improved user experience: major UX uplift in app configuration for better usability
• Enhanced messaging integration: improved Workflows integration for SMS and WhatsApp messaging
• Native chat interface: access to a native chat interface in Contacts and Service Hub through integration with "HubSpot Inbox"

Boost customer engagement with the Messaging Adapter for Oracle Integration Cloud

The Messaging Adapter now supports WhatsApp template messages, and includes the following new functionality:

• Template invocation: additional invoke for handling WhatsApp template messages
• Template mapping: ability to map template elements (headers, body placeholders, button payloads) with the connecting system
• Conversation initiation: capability to open WhatsApp conversations using registered templates
• Inbound media handling: support for receiving and processing media messages such as image, audio, video and document files

This integration is designed for developers and IT professionals who implement integrations using Oracle Integration Cloud. It is suitable for businesses looking to enhance their communication capabilities with customers.

Key benefits:

• Template message support: use registered WhatsApp templates for initiating conversations
• Enhanced communication: open conversations with customers using predefined templates
• Use cases: ideal for customer support, marketing campaigns, and transactional notifications
• Inbound media support: handle incoming media messages, including images, audio, videos and documents, enhancing the richness of customer interactions

To view the documentation, go to [../integrations/oracle-integration-cloud-adapter](Messaging Adapter).

Salesforce Marketing Cloud

The Salesforce Marketing Cloud messaging integration has been updated with the following features.

For more information, go to the https://partners.infobip.com/exchange/salesforce-marketing-cloud (opens in a new tab) listing.

To see the documentation, go to [../integrations/salesforce-marketing-cloud-messaging](Salesforce Marketing Cloud messaging).

Automated number configuration for two-way messaging setup

Supports individual configuration for each two-way capable sender in the app.

New RCS suggestion types

The RCS suggestion types now includes:

• Request Location
• Create a Calendar Event

Enhanced reporting including callback data

Enhanced data extensions store the callbackData attribute in a separate column.

Oracle Responsys: elevate engagement with integrated Answers chatbot

The Oracle Responsys app is now integrated with Answers chatbots. This feature is designed for marketers and customer experience professionals using Oracle Responsys. It is suitable for businesses looking to enhance their customer engagement strategies through automated and interactive digital messaging solutions.

This release introduces the following functionality:

• Chatbot integration: ability to add a "dialog flow" activity within a Responsys program to create or activate chatbots for specific channels and sender combinations
• Data synchronization: synchronization of data elements between Responsys and Answers, allowing outputs from the chatbot to be used for decision-making within the program
• Program workflow automation: automation of program workflows that can trigger further actions based on chatbot outputs

Key benefits:

• Automated dialogue flow: integration of a chatbot within Responsys CX to automate customer interactions
• Enhanced customer engagement: ability to start programs with an outbound marketing message using WhatsApp and engage in a two-way automated dialogue
• Use cases: ideal for marketing campaigns that require personalized and interactive customer engagement

For more information, see [../integrations/oracle-responsys-messaging](Oracle Responsys messaging).

Campaign tags

Add campaign tags to products

You can now add campaign tags to your products. Campaign tags enable you to categorize your automated campaigns based on custom criteria such as campaign types or regions. The tags help you manage and find campaigns easily. Example: Add the Brazil tag to all your Flow campaigns in Brazil. You can then search for the Brazil campaign tag to find all the related campaigns.

You can also view detailed analytics for each campaign tag to get insights about the performance of the associated campaigns. By analyzing performance metrics, you can identify trends and areas for improvement for your campaigns.

You can use campaign tags in flows in Moments.

For more information, refer to the Campaign tags documentation.

Conversations

My Work grouping

You can now better organize your conversations in My Work by using the Group by option. In addition to sorting and filtering, you can now group your conversations based on:

• Status
• Queue
• Priority
• Channel

Check the Sorting, ordering, and grouping section for more info.

Agent auto-assignment outside of working hours update

This update enables you to configure whether auto-assignment should function outside of queue working hours. This ensures a fair distribution of conversations among agents, promoting a balanced workload from the moment they log in.
When auto-assignment remains active beyond working hours, agents receive an evenly distributed number of conversations upon logging in, maintaining consistency in workload allocation throughout the day.

For more details, check the Automatic agent assignment for chats section and how to create your Away message (opens in a new tab).

Tags and templates update

We're giving templates and conversation tags a fresh new look! Explore the updated experience for Templates and Tags (opens in a new tab).

AI assistant - Auto-fill forms on demand, Suggested replies, and AI summary updates

We are introducing updated AI assistant options:

• Auto-fill forms on demand: Save time with AI-assisted form completion.
• Suggested replies: Assign AI assistants to queues and set a default AI assistant.
• Updated AI summary: Get on-demand conversation summaries with key details from past and current interactions, including chatbot and agent exchanges, for quick context.

Learn how to configure these features and explore the agent experience (opens in a new tab).

Conversations API

New webhooks

CLOSED EARLY ACCESS

This release introduces new Conversations API webhooks:

• Conversations created
• Conversations status updated
• Conversations assignment updated
• Messages received
• Message updated
• Message deleted

These webhooks provide instant access to conversation details and the latest message information, allowing you to manage customer inquiries more efficiently.

They also enable real-time integrations to automate workflows for message routing, escalation, and analytics. As a result, they enhance operational reporting with comprehensive conversation and message-level metadata.

Click here to learn more (opens in a new tab).

CPaaS X

Subscriptions API: Inbound message configuration

The Subscriptions API now supports inbound message configuration across multiple communication channels. This allows users to manage inbound messages efficiently using the same tools and structure as other inbound event types.

Key benefits

• Supported channels: LINE, Messenger, MMS, RCS, SMS, Viber Business Messages, WhatsApp, and Zalo.
• Centralized inbound message configuration: Streamline management of inbound message events for improved efficiency.
• Optimized processing logic:
  • If a number-specific pull/forward configuration is defined, the system executes it accordingly.
  • If a follow subscription configuration is set, the system follows the defined subscription settings.
  • Non-forwarding actions execute independently of both configurations.

Render assignment for consistent formatting

Each subscription automatically assigns a default renderer for inbound messages, ensuring channel-specific message formatting. If needed, users can set alternative renderers by contacting Infobip support.

For more information on inbound message configuration, refer to our Subscription API and Numbers documentation.

Email

New in Delivery reports (DLRs): Attempt Count and Time to First Delivery Attempt

In this release, we are adding additional information to our delivery reports (DLRs) to measure email delivery performance. From now on, in DLRs, customers can find:

• attempt-count: the total number of delivery attempts made
• time-to-first-delivery-attempt: the time it took to make the first delivery attempt

Key benefits:

• Improved visibility: customers gain insights into the delivery process, including the number of attempts and how quickly we act
• Actionable data: customers can use this information to optimize workflows, such as creating failover logic or slowing down traffic if delivery performance is not optimal

For more information, see Receive email delivery reports (opens in a new tab).

Tracking notifications webhooks include campaign reference ID

This new enhancement ensures that tracking notifications (for example, clicks, opens, unsubscribes, and complaints) include the campaignReferenceId. This aligns the tracking notifications with the current Delivery Report logic, and ensures consistency and seamless matching across systems.

Enhanced Email metrics in Analyze and Metrics API

In this release, we have updated how inbound and outbound email traffic is tracked and displayed in the Metrics API and Analyze Dashboard.

Previously, the TOTAL\_TRAFFIC\_COUNT metric combined inbound and accepted outbound traffic but was incorrectly labeled. This update ensures that the metrics accurately represent their purpose, providing more transparency and user-friendly reporting.

For more information about this feature, see the Enhanced Email traffic metrics (opens in a new tab) section.

Messages

New message types are available for LINE

The following new message types are available for LINE.

• Imagemap: The message contains an image that has multiple tappable areas. You can configure a tappable area to open a webpage or send a message to your business on the end user's behalf. You can also configure the message to play a video over the image and display a link text when the video finishes playing.
• Location: Deliver location information to end users.

Messages API

Extended RCS feature parity

We have expanded RCS feature parity by introducing additional options for rich cards and buttons, enabling more dynamic and engaging messaging experiences.

New features

• Add to Calendar button: Allows users to add events directly from an RCS message.
• Rich card enhancements:
  • Define card orientation (portrait/landscape) and alignment options.
  • Set card thumbnail for improved visual presentation.
  • Configure card height for better display flexibility.
• Document thumbnail option: Enables users to define a thumbnail preview for document attachments.

These enhancements improve message interactivity and visual customization, aligning with RCS messaging capabilities.

For more information on Messages API, refer to our documentation.

Metrics API

EARLY ACCESS

Enhanced Email traffic metrics

We have improved how inbound and outbound email traffic is tracked and displayed across the Analyze dashboard and Metrics API. These enhancements provide greater accuracy and clarity, enabling customers to understand better their email traffic data and make informed decisions.

What's new

• New metric introduced: The TOTAL_ACCEPTED_TRAFFIC_COUNT metric now tracks only accepted outbound traffic, providing customers with more precise insights into their outbound email performance.
• Updates to the existing metric: The TOTAL_TRAFFIC_COUNT metric has been updated to include all outbound traffic (accepted and rejected) and inbound traffic.

This update resolves the previous mislabeling issue where TOTAL_TRAFFIC_COUNT was inaccurately referred to as "total accepted," reducing confusion in both the web interface and API.

Key benefits

• Improved clarity: Clear distinctions between inbound and outbound traffic help customers interpret metrics more effectively.
• Accurate representation: The new and updated metrics accurately reflect their intended purpose, simplifying the tracking and analysis of email performance.
• Enhanced decision-making: Customers can use precise data to optimize email strategies.

For more information on available metrics, refer to our documentation.

Multi-application/entity filtering

Metrics API now supports filtering by multiple application/entity pairs within a single request, enhancing its functionality and making data analysis more efficient. Before this update, filtering was limited to one application/entity pair per request, requiring multiple calls for broader analysis. Now, users can filter by multiple pairs in a single request, streamlining the process.

Key benefits

• Simplified data retrieval: Filter data across multiple applications/entities in one request.
• Improved performance: Reduce API calls, speed up data retrieval, and minimize server loads.
• Comprehensive insights: Enable more sophisticated and thorough data analysis.

For more information on available filters, refer to our documentation.

Moments

New Flow Denied Entry event

The Flow Denied Entry event enables you to track and retarget profiles that could not enter a flow. The reason for the entry being denied could be that the person is already in a flow or frequency capping settings.

Allow journeys to complete after flow is stopped

This option enables the participants who are currently in the flow to complete the flow, even after the flow stops. This ensures that end users' journeys are not interrupted. During this time, the flow has the Finishing status. No new persons can enter the flow. After all end users complete their journey, the flow status changes to Finished.

For more information, refer to the Allow journeys to complete after flow is stopped documentation.

Changes to the Predefined audience element

The Predefined audience entry point is now split into the following elements.

• One-time: This entry point has a static audience. The audience cannot be updated after the flow is launched. Profiles can enter the flow only once.
• Continuous: This entry point has a dynamic audience. The audience can be updated after the flow is launched. Depending on the flow settings, profiles could enter the flow multiple times.

For more information, refer to the Predefined audience documentation.

Transfer a call to a live agent

During a call session (IVR), you can now transfer a call to a live agent so that the end user can continue to have a voice-based conversation with your business.

To do this, use the Transfer call to agent element.

You can use this element only in inbound IVR sessions.

For more information, refer to the Transfer call to agent documentation.

Changes to the Start a conversation element

The Start a conversation element is renamed to Transfer chat to agent.

For more information, refer to the Transfer chat to agent documentation.

New features in the Collect element

In the Collect element, you can now do the following.

• Edit the name of the element. This name is used as the identifier in reports and events.
• Add meanings to responses. You can save the meanings in Flow variables and use them later in the flow. The meaning is also displayed in reports in Analyze.

Example: You have a Collect element to save the language preferences of end users. In this element, you want to ask end users to press 1 for English and 2 for Spanish. So, rename the element as Language choice. Add the responses 1 and 2. For the response 1, add the meaning English. For the response 2, add the meaning Spanish.

For more information, refer to the Collect element documentation.

Numbers

Subscription Management support in incoming messages

This release includes support for Subscriptions in incoming message configuration using the Follow subscription option.

Subscriptions provide a way to manage all event types and configurations, such as events a client wants to consume, webhooks and associated configuration, information to receive or pull in an event, or the format to receive or pull the event in.

This additional feature now lets you set the default inbound configuration forwarding action to use the subscriptions that you set in Subscription Management.

Key benefits:

• Set a subscription once and have it apply to all numbers/resources
• Set for each number/resource specifically, if preferred

For more information, see Actions and keywords in the Numbers documentation.

Also, for more information about using subscriptions, see Subscriptions.

People

Control how filtering rules apply to list items

You can now control how filtering rules are applied to list items.

Use the following filters.

• for any item: The profile is included if any item in the list matches the segment rules.
• for all items: The profile is included only if all items in the list match the segment rules.

For more information, refer to the Filter list items documentation.

Manage segments over People API

You can now manage People segments by using the People API (opens in a new tab). You can do the following.

Endpoint	Details
Create a segment (opens in a new tab)	Create a new segment.
Get a segment (opens in a new tab)	Get the details of a segment by the segment ID.
Get a list of segments (opens in a new tab)	Get a list of all the segments in your account.
Update a segment (opens in a new tab)	Update the name of the segment and the segment rules. You can do this only if the segment is not used in an active flow.
Delete a segment (opens in a new tab)	Delete a segment by the segment name. You can do this only if the segment is not used in an active flow.

Voice and Video

Websocket endpoints for Calls platform

This release introduces the Websocket protocol to he Calls API platform.

Key benefits

• Ability to plug in an external conversational AI
• External bot becomes a participant on a call Conference or Dialog
• Combining with other endpoints, such as SIP, PHONE, WEBRTC, and VIBER

To view details information about the endpoints, see Create media stream config (opens in a new tab).

For more information, see [../voice-and-video/calls#media-streaming-understanding-calls-api](Websockets streaming).

WebRTC automatic reconnect

This release includes the automatic reconnect providing:

• Automatic reconnects for connection loss
• Enablement via webRTC SDK
• Default reconnection timeout is 60 seconds

For more information, see [../voice-and-video/webrtc#webrtc-reconnects](webRTC reconnects).

WhatsApp

Marketing message preferences

Users can now express their marketing message preferences, ensuring communication aligns with their interests while enhancing trust and credibility for your business.

Key features

• User preference management: Users can provide feedback on message relevance or opt out of receiving marketing messages directly through the tooltip icon in WhatsApp's Offers and announcements settings.
• Opt-out behavior: When a user opts out, the message will not be delivered, and you will receive an error notification indicating the user's opt-out status
• Track opt-in/opt-out events: Use our Subscriptions API (opens in a new tab) or web interface (opens in a new tab) to monitor user preferences by subscribing to MARKETING_SUBSCRIPTION_UPDATE event. This will notify you whenever a user opts in or out of marketing messages.

To learn more about marketing message preferences, refer to our documentation.

Improved template filtering over API

You can apply additional filters when retrieving WhatsApp templates using the Get account WhatsApp templates endpoint.

New filtering options:

• Sender (previously supported)
• Template name
• Template ID
• Category
• Language
• Status

These enhancements allow you to retrieve only the most relevant templates, making template management more efficient and tailored to specific use cases.

For more details on managing templates over API, refer to our documentation.