Conversations is Infobip’s cloud contact center solution ([CCaaS](https://www.infobip.com/glossary/ccaas-contact-center-as-a-service)). It enables businesses to communicate with customers across industry-standard channels, either through a web interface, mobile app, or HTTP API.

Conversations provides:

- Two-way messaging
- Conversation threading
- Conversation management: queues, routing, agent assignment, resolution handling, and history overview

## Automation options

Conversations integrates with automation tools:

- [Chatbots](https://www.infobip.com/docs/answers/create-chatbot)
- [Flow](https://www.infobip.com/docs/moments/get-started#create-your-first-flow), supporting IVR, broadcast messaging, and customer segmentation

## Customer data

Customer information and segmentation are managed through [People](https://www.infobip.com/docs/people) and [People API](https://www.infobip.com/docs/api/customer-engagement/people).

## Features

- Omnichannel conversations  
  Manage contextual conversations across your customers' preferred [channels](https://www.infobip.com/docs/conversations#available-channels) shown below the Features section.

- Unified workspace  
  One workspace to manage all conversational messaging.

- User roles  
  Set up Supervisor and Agent [roles and permissions](https://www.infobip.com/docs/conversations/get-started#users-and-permissions).

- Inbound and outbound conversations  
  Receive inbound messages from customers, assign to agents, and reply with ease. [Start a new conversation](https://www.infobip.com/docs/conversations/agent-guide#create-new-conversation-agent-guide-on-web) with a customer on any channel.

- History and merging conversations  
  Easily continue the conversation without asking customers to repeat themselves. Get insight into full conversation history and customer records. Also, select and [merge different conversations](https://www.infobip.com/docs/conversations/agent-guide#merge-conversations-agent-guide-on-web) on the same topic with the same customer.

- Customer and agent management  
  Preview and manage customer data directly from the conversation interface. Organize your contact center teams by assigning the most knowledgeable agents to specific queues to manage conversations in a timely manner.

- Tags  
  Add [tags](https://www.infobip.com/docs/conversations/get-to-know-conversations#tags-templates-and-tags) to conversations to categorize them based on topic, product, service, or any other category.

- Automations  
  Use [Answers](https://www.infobip.com/docs/answers) to create bots and automate instant answers to FAQ while agents focus on resolving more complex inquiries. Easily transfer customers from a bot to a real agent.

- Queues and routing  
  [Set up conditions](https://www.infobip.com/docs/conversations/conversations-setup/basic-settings#routes) to follow business rules to sort messages into an adequate queue for the most effective resolution of customer inquiries.

- Performance analytics  
  [Monitor performance](https://www.infobip.com/docs/conversations/analytics) and adjust your contact center setup based on the workload and specific topics. Track how your agents utilize their working time through occupancy and engagement rates. Check agent performance and plan for trainings on the spot for most urgent skill gaps. Safeguard customer satisfaction through automated sentiment analysis.

## Available channels

- [Apple Messages for Business](https://www.infobip.com/docs/apple-messages-for-business)
- [Email](https://www.infobip.com/docs/email)
- [Instagram](https://www.infobip.com/docs/instagram)
- [KakaoTalk](https://www.infobip.com/docs/kakaotalk)
- [LINE](https://www.infobip.com/docs/line)
- [Live Chat](https://www.infobip.com/docs/live-chat)
- [Messenger](https://www.infobip.com/docs/facebook-messenger)
- [Open Channel](https://www.infobip.com/docs/conversations/digital-channels#open-channel)
- [RCS](https://www.infobip.com/docs/rcs)
- [SMS](https://www.infobip.com/docs/sms)
- [Telegram](https://www.infobip.com/docs/telegram)
- [Viber](https://www.infobip.com/docs/viber)
- [WhatsApp](https://www.infobip.com/docs/whatsapp)

You can also use [Calls](https://www.infobip.com/docs/conversations/calls-in-conversations) (Voice and Video) and [Social Media](https://www.infobip.com/docs/conversations/digital-channels#social-media) (Facebook and Instagram) in Conversations.