Quince

Last update March 12, 2025

Analyze

Template-level insights for WhatsApp on Analyze Dashboard

The Analyze Dashboard now includes template-level performance tracking for WhatsApp, enabling businesses to evaluate the effectivenes of individual message templates.

Key benefits:

• Granular insights: Track delivery, engagement, and click performance at the template level.
• Optimization opportunities: Identify high-performing templates and refine underperforming ones.
• Unified analytics: Access template data within the Analyze Dashboard alongside other messaging metrics.

In the Analyze Dashboard (opens in a new tab), select WhatsApp as your channel and navigate to the Supported data section under each metric to explore template insights.

For more information, refer to our Analyze Dashboard documentation.

Enhanced reporting, filtering, and usability updates

Analyze now includes expanded reporting, improved filtering and usability enhancements, providing deeper insights into message performance and a more streamlined experience.

Enhanced Reporting for RCS, Zalo ZNS, and Kakao Chingu

RCS Detailed reports

Two new columns available:

• Clicks: Number of clicks recorded on RCS messages.
• Bulk ID: Enables easier tracking of bulk messaging campaigns.

Zalo ZNS Reports

• Inbound message tracking: Survey template messages now appear in detailed reports.
• Service name update: "Zalo ZMS Sent" is now "Zalo ZNS Outbound", aligning with Zalo's updated service terminology.
• New columns: Clicks and Bulk ID added to detailed reports.

Click tracking for additional channels

Click tracking is now available for RCS, Zalo ZNS, and Kakao Chingu, improving engagement analysis and performance tracking.

Filtering and usability updates

• Improved sender filtering: The sender filter now pulls data from actual traffic, rather than provisioned senders, enhancing reporting accuracy.
• Print preview reintroduced: Users can now generate print previews of reports for easier sharing and internal review.
• Simplified interface: The Communication tab has been removed due to low usage.

These updates ensure more precise reporting, enhanced engagement tracking, and a more efficient user experience in the Analyze Dashboard (opens in a new tab).

For more information, refer to our Analyze Dashboard documentation.

Answers

Exported chatbots are no longer encrypted

When you export a chatbot, the exported file is no longer encrypted and is in human-readable format. You can search the content and modify it to meet your requirements. You can then import it back into Answers.

For more information, refer to the guidelines for exporting chatbots.

Test chatbot on device and view conversation flow live

You can test the chatbot on your device and simultaneously view the conversation flow live in the Test tab on the Infobip web interface.

Example: Send messages from the WhatsApp app on your device to your WhatsApp chatbot. Simultaneously, you can see the chatbot activity in the Test tab of your chatbot.

The following are some examples of what you can see live in the Test tab.

• Check whether attributes are being collected correctly.
• See the results of an API call.
• See how the flow is routed.
• See the results of selections that you make on your device. Example: Selecting a menu item.

This feature is currently available for WhatsApp and Open channel.

For more information, refer to the Simulation documentation.

Set up multiple TLS certificates for API calls

You can now set up multiple TLS certificates to use in your API calls. You can use a different certificate in each API request.

For more information about using TLS certificates, refer to the API request > Include certificate in API request documentation.

View-only mode for chatbots

You can now switch between view-only mode and edit modes for your chatbots. Use Viewing mode when you want to avoid making changes to the chatbot.

In the chatbot editor, select Viewing or Editing below the chatbot name.

For more information, refer to Chatbot editor.

Schedule chatbot activation and deactivation

You can now schedule chatbots to activate or deactivate on a specific date and time.

You can do the following:

• Schedule chatbot activation.
• Schedule an inactive chatbot to deactivate.
• Schedule an active chatbot to deactivate.

Use GenAI to create and modify code

In the Code element, you can now use GenAI to create and modify code, instead of typing the code.

You can use GenAI to do the following:

• Create code with AI: Generate code from scratch.
• Edit with AI: Improve or add functionality to existing code.
• Improve code readability: Improve the readability of existing code.
• Fix code: Correct errors in existing code.

For more information, refer to Use GenAI to manage code.

Default values for sensitive attributes are now masked

When you mark either a Standard attribute or a NER attribute as Sensitive, the default value of the attribute is now displayed as a hashed value in Answers and Conversations.

For more information about the Sensitive field in attributes, refer to Standard Attributes > Fields in a standard attribute and Sensitive data.

Apps and Integrations

Authentication improvements for publishing Integrations for Exchange Marketplace

This release includes improvement to setting authentication when publishing your apps and integrations in the Exchange Marketplace.

For more information, see Developing with Infobip - API authentication.

Support for URL shortening and tracking in CleverTap

Users of CleverTap integration face challenges in tracking URL clicks in campaigns to effectively measure the effectiveness of campaigns and understand user interactions.

The CleverTap integration now includes support for users to shorten URLs directly within the CleverTap integration. Detailed tracking of URL clicks and user interactions will be available, providing valuable data for campaign optimization.

This feature also integrates with existing analytics tools for comprehensive reporting.

Key benefits:

• Enhanced user experience with shorter, cleaner URLs in campaigns
• Improved tracking and analytics capabilities, allowing users to gain insights into user behavior and campaign performance
• Increased engagement rates due to more appealing and manageable URLs

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

Infobip Messaging Integration in Oracle Service Cloud

Oracle Service Cloud is a comprehensive platform that integrates contact center applications and customer service systems, providing a unified solution for managing customer interactions across multiple channels. It offers tools for social, web, and contact center customer services, enabling businesses to handle customer support efficiently without needing multiple applications. The platform includes features like case management, guided resolution, and knowledge management, which help in delivering exceptional customer experiences.

The integration of messaging capabilities into Oracle Service Cloud via Infobip's messaging adapter in Oracle Integration Cloud addresses the need to enhance communication channels for agents using the Service Cloud solution.

This release includes the following new functionality:

• WhatsApp messaging: send and receive free-form messages including media files via WhatsApp directly from Oracle Service Cloud. Fallback to template message if the conversation window has been surpassed.
• SMS messaging: send and receive SMS messages directly from the platform.
• Unified communication: integrates messaging options within the existing Oracle Service Cloud interface.

Key benefits:

• Enhanced communication channels: addition of WhatsApp and SMS capabilities for agents to communicate with customers.
• Seamless integration: messaging capabilities are integrated directly into Oracle Service Cloud, minimizing the need for external tools.
• Use cases: ideal for customer support and service operations where direct communication with customers is crucial.

To see the documentation, go to Infobip Messaging Integration in Oracle Service Cloud.

Seamless SMS failover in Salesforce Marketing Cloud

Salesforce Marketing Cloud is a comprehensive platform that enables businesses to create personalized customer experiences across various channels. Previously, users faced challenges in ensuring message delivery when rich messages (such as WhatsApp, RCS, MMS, and Viber) failed, as they had to manually build decision splits based on delivery status. To streamline this process, a new feature introduces a cross-channel failover directly within the rich message setup, ensuring uninterrupted communication with customers.

This release includes the following new functionality:

• Direct failover setup: define SMS (and MMS) as a fallback option directly within the rich message setup, ensuring seamless message delivery without additional configuration steps.
• Automatic delivery status monitoring: system automatically monitors the delivery status of rich messages and triggers failover when necessary, ensuring consistent communication.

Key benefits:

• Simplified workflow: Users can now set up SMS failover directly in the rich message configuration, eliminating the need for complex decision splits and reducing setup time. RCS channel comes with both SMS and MMS failover.
• Improved message delivery: By automatically switching to the secondary channel when a rich message fails, businesses can ensure that their communications reach customers reliably, enhancing engagement and satisfaction.
• Enhanced Efficiency: The integration of failover within the message setup streamlines campaign management, allowing marketers to focus on strategy rather than technical configurations.

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

To see the documentation, go to Salesforce Marketing Cloud messaging.

Streamlined Viber message setup in Salesforce Marketing Cloud

Salesforce Marketing Cloud is a comprehensive platform that enables businesses to create personalized customer experiences across various channels. The existing Viber messaging integration, while functional, presents a complex user interface with numerous message type options, making it challenging for users to compose messages efficiently. To address this, a new feature introduces a simplified, modular message composition interface, reducing the options to four core message types and enhancing the overall user experience.

This release includes the following new functionality:

• Modular message composition: select from four core message types—text, image, video, and file—with optional text (caption) and button fields, simplifying the message creation process.

Key benefits:

• Enhanced Efficiency: reduces the message types to text, image, video, and file (with optional text and button fields), users can compose messages more quickly and focus on content quality.

Seamless WhatsApp integration for Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service is a comprehensive platform designed to enhance customer engagement and streamline service processes across various channels. It empowers organizations to provide exceptional support through integrated tools that facilitate communication, case management, and customer insights.

The integration of WhatsApp into Microsoft Dynamics 365 Customer Service aims to enrich the communication capabilities of the platform by allowing businesses to interact with customers directly through WhatsApp, a widely used messaging application. This integration enables seamless two-way communication, enhancing customer experience and operational efficiency. With this solution, businesses can utilize both virtual and live agents to communicate with their customers via WhatsApp.

This release includes the following new functionality:

• Free-form messaging support: support for free-form messaging within active conversation windows, using text and media (images, videos, audio, documents).
• Real-time notifications: instant notifications for incoming WhatsApp messages within the Dynamics 365 interface, enabling prompt responses from agents.
• Conversation history management: maintains a complete history of WhatsApp conversations within Dynamics 365, providing valuable insights and context for future interactions.

Key benefits:

• Direct customer engagement: allows businesses to communicate with customers via WhatsApp, providing a familiar and convenient channel for support. Flexible Agent Support: Enables both virtual agents (chatbots) and live agents to handle customer inquiries, ensuring efficient and responsive service.

Expanding Oracle Eloqua Messaging with additional channels

Oracle Eloqua is a cloud-based marketing automation platform designed to help businesses manage and automate their marketing campaigns, track customer engagement, and optimize marketing efforts for better lead generation and conversion.

The current challenge faced by Eloqua users is the limitation in channel options for messaging. Users are restricted to using SMS and WhatsApp, which may not align with their audience's preferences. This release offers a more versatile and comprehensive messaging solution by integrating Infobip's Messages API, allowing users to access a broader range of communication channels.

This release includes the following new functionality:

• Users can select from a variety of messaging channels supported by Infobip's Messages API
• Allows seamless switching between channels, with adaptation feature ensuring messages are optimized for each platform

Key benefits:

• Enhanced reach: integrating with Infobip's Messages API widens the reach to audiences through multiple channels, including RCS, MMS, Viber.
• Increased engagement: more channels to audiences on their preferred platforms, leading to higher engagement rates.
• Flexibility and customization: choose the most effective channel for specific needs, improving the overall communication strategy.

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

To see the documentation, go to Oracle Eloqua messaging.

Oracle Responsys upgrade integrating RCS for enhanced customer engagement

Oracle Responsys is a powerful platform that enables marketing organizations to manage and orchestrate customer interactions across multiple channels, including email, mobile, social, display, and web. To further enhance its capabilities, the integration of Rich Communication Services (RCS) into Oracle Responsys is being introduced, alongside Infobip's SMS, WhatsApp and Viber.

This integration will allow businesses to leverage RCS as a communication channel, enabling richer and more interactive messaging experiences. By incorporating RCS alongside the integrated Answers chatbot solution from Infobip, Oracle Responsys users can engage customers in a more dynamic manner, utilizing features such as rich media, carousels, and interactive buttons while also providing automated dialogue flows.

The integration enables marketers to initiate conversations via RCS messages that can seamlessly transition into chatbot interactions. This allows for an enriched customer experience where businesses can respond to inquiries and provide information through automated chatbots directly within the RCS framework.

This release includes the following new functionality:

• RCS messaging support: send and receive RCS messages directly through Oracle Responsys.
• Rich media integration: support for images, videos, carousels, and interactive buttons within RCS messages.
• Chatbot integration: 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.

Key benefits:

• Enhanced messaging capabilities: addition of RCS allows for more engaging and interactive customer communications.
• Automated dialogue flow: integration with the Answers chatbot enables two-way interactions that enhance customer engagement.
• Improved customer engagement: utilize rich media and interactive elements to create compelling marketing messages while automating responses through chatbots.
• Use cases: ideal for promotional campaigns, customer service interactions, and transactional notifications.

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

To see the documentation, see the Oracle Responsys documentation.

Conversations

Filtering with keyboard shortcuts

We are launching a new feature for Global search: Filtering with keyboard shortcuts. This feature is designed for advanced users, enabling them to quickly apply filters by typing directly into the search bar. It focuses on adding filtering values without relying on mouse clicks or opening the filter dialog.

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

Conversation templates update

We are launching an improved conversation template pop-up with more details, extra space, and enhanced usability.

Check the details here (opens in a new tab).

Search option in Workflows

Find your workflows with our new enhanced search feature. Use the search bar to locate workflows by entering a name or specific keyword.

For more information, refer to the Workflows (opens in a new tab) section.

Conversations API

Update account configuration endpoint deprecated

This endpoint is deprecated as of March 12, 2025, meaning no fixes or updates will be provided. It will be completely removed on September 12, 2025. Your existing setup will be migrated, and you can manage subscriptions through the [Subscription management]Subscription management (opens in a new tab) section in your Infobip account or the existing Subscriptions management API (opens in a new tab)

Viber Bots webhooks cleanup

As part of our technical cleanup, we will begin generating subscribe events in the Viber Bots channel within our existing Conversations webhooks (opens in a new tab).

These events will be triggered whenever a subscribe event is received, allowing you to choose whether to process or ignore them. Notably, there will be a clear technical method to differentiate them from all other message types in webhooks.

Conversations webhooks - Global availability

With this release, Conversations webhooks (opens in a new tab) are now available globally.

CPaaS X

New category: Customer Engagement

This release introduces a new Subscription management category: Customer Engagement. Within this category, you will find the following events:

• CONVERSATION_ASSIGNMENT_UPDATED
• CONVERSATION_CREATED
• CONVERSATION_MESSAGE_DELETED
• CONVERSATION_MESSAGE_RECEIVED
• CONVERSATION_MESSAGE_UPDATED
• CONVERSATION_STATUS_UPDATED

For more information, see the Subscriptions and Webhooks sections.

Customer engagement with X

With this release, we are introducing the X concept. This concept is designed to help platforms seamlessly integrate our customer engagement solutions, such as Conversations, Answers, and Moments, with minimal effort, simplifying scalability.

Customer engagement with X is not a new product but an enhanced, more scalable, and modular platform designed to meet diverse customer needs.

Refer to the Customer engagement with X (opens in a new tab) documentation to learn more.

Email

Email templates over API

Email templates provide a useful way to save an email to be used again for future email campaigns. It is good practice to create templates so that customers can save time when building new email content.

Previously, customers were only being able to manage templates over the web interface. The new Templates API introduces the ability to manage templates programmatically, enabling seamless integration and automation of template management tasks.

Key benefits:

• Programmatic template management: Users can now create, delete, get, update, and duplicate templates through the API, enhancing automation and efficiency
• Migration from other providers: Simplifies the process of migrating templates from other providers by allowing programmatic migration, ensuring a smooth transition without manual re-entry
• Synchronization across providers: Facilitates synchronization of templates between multiple providers, ensuring consistency and reducing manual effort
• Batch updates: Supports batch updates, allowing users to make bulk changes to templates, saving time and effort

For more information, see Email Templates API (opens in a new tab).

Configurable open tracking pixel over API

The Email tracking pixel (trackingPixelPosition) is a 1px by 1px square image created by a line of code inserted into an email message. It ensures accurate tracking of email engagement across mailbox providers.

Previously, the tracking pixel was fixed in one location, which could lead to inaccurate tracking or disrupted email layouts. Now, customers have the control to optimize both tracking accuracy and email presentation.

It allows clients to choose the placement of tracking pixels within their emails, ensuring accurate tracking of email engagement regardless of ISP (Mailbox providers such as Gmail and Outlook) limitations or email content structure.

This update is an updated version of an existing feature, enhancing the Email Tracking functionality by allowing configurable placement of tracking pixels.

Key benefits:

• Enhanced flexibility: Clients can now choose to place the tracking pixel at the beginning or end of their emails, accommodating different ISP requirements and email content structures.
• Improved tracking accuracy: By positioning the tracking pixel at the start of the email, clients can avoid issues with ISPs that crop large messages, ensuring that email opens are accurately tracked.
• Better email presentation: Clients can avoid potential disruptions in email layout by strategically placing the tracking pixel, maintaining a clean and professional appearance for end users.

For more information, see Send fully featured email (opens in a new tab).

Error codes in reports

This release includes new Email error codes to provide better and deeper insight into email performance. The following new error codes are introduced to your delivery reports:

• 6054 - C_SINGLE_SENDER_NOT_VERIFIED
• 6055 - xEC_SINGLE_SENDER_TRAFFIC_EXCEEDED
• 6056 - EC_NO_IP_POOL_ASSIGNED
• 6057 - EC_SAFETY_RATE_LIMIT
• 6058 - EC_MAILBOX_PROVIDER_RATE_LIMIT

For more information, see Email error codes.

Embeddable customer engagement

Embeddable customer engagement enables seamless integration of our customer engagement solutions directly into customer interaction tools, eliminating the need to switch between multiple applications.

This enhances user experience, boosts customer satisfaction, and reduces churn by keeping interactions within the platform.

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

Messages API

Enhanced support for WhatsApp messages: Product and multi-product messages

We have extended Messages API to support WhatsApp product and multi-product messages. This allows users to send product-based messages directly through Messages API.

For more information, refer to our Messages API documentation (opens in a new tab).

New message type: Mixed

We are introducing a new Mixed message type, allowing users to combine text, images, and videos in various orders and numbers of elements. This type is supported on Apple Messages for Business (AMB) and MMS with adaptive logic per channel:

MMS: Supports text, image, and video in different combinations. For example:

• Image + video + image: Supported as MMS segments.
• Image + text + image + video: Supported as MMS segments.
• Text + text + text: Supported as MMS segments.

AMB: Supports only media (image + video). Text is omitted due to channel limitations. Specific handling includes:

• Image + video + image: Supported as Media type.
• Image + text + image + video: Media type does not support text, so it is adapted to image + image + video using adaptationMode.
• Text + text + text: Not supported in Media type.

Viber Bots and RCS: While they do not natively support mixed media (Mixed), they can use the Carousel message type for similar functionality.

AMB (Gallery): If multiple images are sent (for example, image + image + image), it is supported as an AMB Gallery message.

For unsupported channels, Messages API will return an error:

Value 'MIXED' is not supported by channel <channel>. Supported channels: [APPLE_MB, MMS].

This enhancement brings more flexibility in message structuring across multiple channels.

For more information, refer to our Messages API documentation.

Moments

Schedule recurring flows with predefined audience

Use the new Recurring element to schedule repetitive campaigns, such as sending monthly newsletters. After you configure the schedule, the flow automatically manages all future periodic journeys. The flow runs repeatedly based on the recurrence settings until the flow stops.

For more information, refer to the Recurring element documentation.

RCS

RCS to MMS failover

We have introduced RCS to MMS failover, allowing you to define an alternative message of up to 4,960 characters. If an RCS message cannot be delivered, it will seamlessly switch to MMS, ensuring uninterrupted communication.

Key benefits:

• Seamless communication: Messages are always delivered, even when RCS is unavailable.
• Cost optimization: Reduce costs associated with message delivery.
• Enhanced user experience: Maintain consistent and reliable messaging across failover scenarios.

This feature complements our existing SMS failover capability, providing even greater flexibility in message delivery.

These upgrades are especially beneficial for customers in North America but are available globally.

For more information, refer to our MMS API documentation (opens in a new tab).

MMS to RCS upgrade

We are introducing a seamless upgrade from SMS and MMS to RCS, making it easier for businesses to transition to rich messaging. This ensures a hassle-free switch to RCS in the future without additional technical adjustments.

Upgrade options

• Single RCS message (rich card): This option consolidates all elements of the MMS message into a single, interactive RCS message.
  • Media integration: The media from the MMS remains unchanged and becomes part of the rich card with a vertical orientation and medium height for a better visual experience.
  • Text conversion: The text from the MMS is extracted and used as the description within the rich card.
  • Hyperlink handling: The first hyperlink (preferably at the end of the message) is removed from the text and converted into a suggestion button that opens a URL.
  • Customization: Customers can use the ChannelUpgrade table to modify the rich card title, button text, and postback fields.

This approach ensures that messages are more visually appealing and interactive, enhancing customer engagement.

• Two separate messages (file and text): This method provides greater flexibility by sending two distinct RCS messages: one for the file and another for the text.
  • Message structure: The media link from the MMS is extracted and sent as an RCS File message, while the text is sent as a separate Text message.
  • Order of messages: The media message is sent first, followed by the text message to maintain proper sequencing.
  • Link handling: If the MMS contains links, they are placed within suggestion buttons labeled as Open URL. Multiple links can be included as separate buttons, each with a customizable label and postback field.

If an MMS message contains a title, you can put the title as the first row and separate it with a new line. Or, you can remove the title completely.

RCS Open URL suggestion button now supports app links

We have enhanced the RCS Open URL suggestion button to support direct app links and web URLs (https or https). This update allows businesses to create a more seamless and engaging user experience.

Key benefits:

• Direct app promotion: Businesses can now drive app downloads and engagement by linking RCS messages directly to their apps. For example, retail and banking apps can be promoted with a button that opens the app instantly.
• Enhanced user experience: Users can transition smoothly from an RCS message to an app, providing a more integrated and interactive brand experience. For instance, a bank can send a feature announcement with a button that takes users to the banking app.
• Cost efficiency: This feature maximizes the value of app investments by making RCS a cost-effective tool for driving user engagement.
• Versatility: RCS now acts as an even more dynamic engagement tool. Businesses can send itinerary updates, promotions, and important notifications with direct app access, improving service delivery.

This update provides new ways to connect with users, streamline digital strategies, and improve customer interactions.

RCS enhanced reporting in Analyze

We have updated RCS reporting in Analyze Dashboard. Refer to our Analyze update for more details.

For more information, refer to our RCS documentation.

Viber Business Messages

Custom CTA button URL for video messages

Businesses using Viber Business Messages (BM) to send video messages can now set a custom call-to-action (CTA) button URL, allowing them to direct users to specific actions instead of just linking to the video.

Previously, the CTA button could only link to the video itself. Now, you can a custom URL, enabling a broader range of engagement opportunities.

Key benefits:

• Boost engagement: Drive users to product pages, sign-up forms, or special offers.
• Track conversions: Measure CTA clicks and optimize campaigns.
• Enhance user journeys: Provide more flexibility in guiding user interactions.

To see the API request body, refer to our API documentation on sending Viber messages (opens in a new tab).

For more information, refer to our Viber Business Messages documentation.

WhatsApp

Get WhatsApp Business Account (WABA) status over API

We have developed an endpoint that allows users to retrieve the status of a WhatsApp Business Account (WABA).

The endpoint is available at:
/whatsapp/1/embedded-signup/registrations/business accounts/{waba_id}

It returns the WABA status as ACTIVE or DELETED. If the WABA is not found or is registered under a different account than the one in the authorization header, it returns a 404 response.

{
  "status": "<meta_status>"
}

For more details, refer to our WhatsApp over API documentation.

Zalo

URL shortening and tracking for ZNS messages

Infobip now supports URL shortening and click tracking for ZNS messages, allowing businesses to monitor engagement in CTA (call-to-action) buttons.

Key updates:

• Shortened URLs in placeholders: Infobip can automatically shorten URLs inside template placeholders.
• Click tracking for CTA buttons: To track clicks, the template must include a CTA button with a custom domain.
• Domains cannot be changed after registration: The custom domain must be verified and cannot be changed later.

URL shortening and tracking are supported using:

• Standalone Zalo ZNS API (opens in a new tab)
• Broadcast

For more information on URL shortening an tracking for ZNS messages, refer to our documentation (opens in a new tab).