Driftwood

Last update April 8, 2026

What's new	Learn more
AgentOS	Introducing AgentOS
Analyze	Live Chat support in detailed reports and logs
Broadcast	RCS message breakdown and counter
Conversations	Group calls update Live Analytics: Active calls overview
CPaaS X	Sending strategies and resource associations support for RCS
Email	Email domain management updates
Infobip MCP servers	Email MCP
Platform	Account and personal settings navigation changes
RCS	Discover launch requirements before starting a launch request CPaaS X API key scoping for RCS sender management endpoints
Voice and video	Microsoft Teams telephony through Operator Connect Branded Calling ID (BCID) for outbound voice calls
WhatsApp	AI Video Editor for WhatsApp now available

AgentOS

Introducing AgentOS

EARLY ACCESS

AgentOS is a comprehensive suite of customer engagement solutions, including a contact center for human agents, AI-powered agents and chatbots, journey automation, performance analytics, and a unified platform for customer data. Use AgentOS to streamline communication, personalize interactions, and improve the customer experience.

Included products

AI Agents: The intelligent automation layer within AgentOS. AI Agents autonomously perform tasks using large language models (LLMs), tools, and external integrations. Use AI Agents to automate complex customer interactions and multi-step business workflows.
Automation Studio: Infobip's suite within AgentOS for designing and automating customer engagement. Use Automation Studio to build journey flows that orchestrate multi-channel communication, and to create chatbots that handle automated conversations.
Inbox: The human intelligence layer within AgentOS where human agents manage 1:1 customer communication. All customer conversations converge in Inbox regardless of their origin: journeys, chatbots, agentic AI, or direct customer contact.
Insights and Analytics: The intelligence layer for AgentOS that transforms conversational data from journeys, chatbots, AI agents, and Inbox into actionable insights and performance analytics.

IMPORTANT

AgentOS is available on request. Contact your dedicated account manager or reach out to Support to request access or learn more.

Analyze

Live Chat support in detailed reports and logs

You can now view Live Chat message events in detailed reports and logs.

Live Chat appears as a new channel in the channel picker, covering both outbound (agent-to-customer) and inbound (customer-to-agent) messages.

Previously, Live Chat traffic was not represented in Analyze. Customers and internal teams had no way to access per-message data or delivery insights for Live Chat through the standard reporting surface.

Key benefits

Full visibility into Live Chat messaging traffic directly from Analyze.
Filter, search, and troubleshoot Live Chat conversations in detailed reports and logs.
Consistent reporting structure across messaging channels.

For more details on types of reports and managing logs, see Detailed report and Logs.

Broadcast

RCS message breakdown and counter

The RCS editor and Broadcast summary now provide full transparency into message length and billing.

Key features

Dual counter in the editor: The RCS content editor now displays both the character count and the byte count in real time. RCS billing is based on UTF-8 bytes, not characters, so content that includes emojis, non-Latin scripts, or long URLs can exceed billing thresholds even when the character count appears low. The dual counter helps you monitor both limits while composing.
Segment breakdown in the campaign summary: The Broadcast summary page now shows a breakdown of billable RCS message units (single, basic, rich, rich media), similar to how SMS displays segment counts, so you can see how your campaign will be billed before sending.

NOTE

Cost estimates reflect RCS messaging only. If SMS failover is enabled, actual costs may differ if messages fall back to SMS.

For more information about RCS billing categories, see RCS billing types.

Conversations

Group calls update

Group calls in Conversations have been upgraded. Agents can now start a group call directly from an active voice session using the new Invite participant to call option, in addition to the existing method of merging a consult call.

New capabilities include:

Invite participants from active queues, specific agents, or external phone numbers
Transfer, mute, or remove participants during the group session
Place the customer on hold while coordinating with other participants
Call recording automatically follows the host agent's recording settings, with distinct recordings created when a transfer occurs

Learn how to start a group call.

Live Analytics: Active calls overview

The Live analytics dashboard now includes an Active calls overview section that provides a real-time summary of all active calls. The section includes breakdowns by status (In IVR, Waiting in queue, With agent) and direction (Inbound, Outbound), along with metrics for waiting times.

CPaaS X

Sending strategies and resource associations support for RCS

Resource associations and sending strategies now support RCS, enabling you to associate RCS senders and apply routing rules to RCS traffic the same way you already do for SMS and MMS.

Key changes

RCS as a dedicated resource type: Associate your RCS senders through resource associations as a dedicated resource type, replacing the previous workaround of using NUMBER for RCS senders.
Sending Strategies for RCS: Define routing rules by destination country, and Infobip automatically selects the right sender for RCS traffic. No code changes needed.

Expanding to RCS no longer means rebuilding your routing logic. Use the same configuration you already have for SMS and MMS, and let Infobip handle sender selection automatically.

IMPORTANT

Sending strategies are available over API only.

Email

Email domain management updates

Inbound and outbound email domains are now managed separately in the Infobip web interface, giving you more control over your email configuration.

Outbound domains: Register, verify, and manage domains used for sending emails under Channels and Numbers → Channels → Email → Outbound Email.
Inbound domains: Create and configure dedicated inbound domains with MX records and webhook forwarding under Channels and Numbers → Channels → Email → Inbound Email.

Previously, creating an outbound domain automatically generated an inbound subdomain, which limited control over reply routing. With this update, you choose which domain receives inbound email and configure it independently.

Infobip MCP servers

Email MCP

Email MCP has been added as an endpoint. You can use Email MCP for sending, scheduling, and managing both email and bulk email messages, as well as tracking their status.

Platform

Account and personal settings navigation changes

The top navigation bar in the Infobip web interface has been updated to improve clarity and reduce visual clutter.

The following changes are included in this update:

The Profile and preferences has moved to the top navigation bar.
The Account settings and Billing and pricing icons are more prominent.
The account balance display is more compact. For postpaid accounts, the balance indicator color has changed to red to reflect the postpaid status.
The balance action is condensed.
Help and Feedback are merged into a single action.

RCS

Discover launch requirements before starting a launch request

Previously, viewing RCS sender launch requirements required creating a sender, starting the launch process, selecting a country, and then reviewing the questions needed to proceed.

You can now discover launch requirements without starting a launch request. Select one or more countries where RCS sender launch is supported, view available providers, and review all questions that require answers. Questions are separated by the countries you selected in the initial step.

Key features:

Access from Channels and Numbers > Channels > RCS Business Messaging > Discover launch requirements.
Select one or more countries to view launch requirements per country.
Choose the traffic origin: local (within the selected country) or international (from a different country).
For single-country selections, view and select specific carriers and providers.
Compare requirements side by side across multiple countries.

For more details, see Launch your RCS sender.

CPaaS X API key scoping for RCS sender management endpoints

RCS sender management endpoints support CPaaS X API keys, enabling granular access control based on Application, Entity, and Action configurations.

All sender management operations respect the Application or Application+Entity pair configured on the API key.

Key features:

API key scoping applies to Create RCS Sender, Update RCS Sender, and GET RCS Sender operations, as well as Test Number Management and Template Management.
Three action modes control behavior on sender creation:
- Empty/Undefined: You must provide the Application or Application+Entity that matches your API key.
- FILL: The system assigns the Application or Application+Entity from your API key if you do not provide one. Provided values must match the API key configuration.
- FORCE: The system overrides any provided Application or Entity values with those configured on the API key.
GET RCS Sender, GET RCS Senders, and Get RCS sender launch status restrict access to senders covered by your API key scope.
You can only use Update RCS Sender and Update RCS sender platform parameters for senders connected to your Application or Application+Entity API key.

Voice and video

Microsoft Teams telephony through Operator Connect

Microsoft Operator Connect is available on the Infobip platform, enabling businesses to use Infobip as their telephony provider directly within Microsoft Teams.

Key features:

Infobip is available as a verified operator in the Microsoft Teams Operator Connect ecosystem.
Manage voice calling through Microsoft Teams using Infobip voice infrastructure.

Branded Calling ID (BCID) for outbound voice calls

EARLY ACCESS

Branded Calling ID (BCID) displays your verified company name, logo, and call reason on the recipient's device before they answer. Infobip is an approved Originating Service Provider (OSP) within the CTIA ecosystem and uses cryptographically protected STIR/SHAKEN call headers to secure caller identity from spoofing or tampering.

Key features:

Display your verified brand name, logo, and call reason on the recipient's device for outbound voice calls.
Self-service onboarding through the Voice Trust Center in the Infobip web interface for both enterprise and platform/BPO customers.
Choose from a list of CTIA-approved call reasons to indicate the purpose of each call.
Available for voice traffic originating and terminating in the USA using Infobip USA DIDs (10DLC).
CNAM (Caller Name Delivery) is available as part of the Voice Trust Center for USA voice numbers.

For more details, see Branded Calling ID (BCID).

AI Video Editor for WhatsApp now available

EARLY ACCESS

You can now use AI Video Editor in the web interface to generate personalized demo videos of WhatsApp business conversations from text prompts.

This feature helps you quickly visualize use cases, create editable demo content, and explore different conversation flows without relying on a creative team. After you describe the scenario, the system generates an animated WhatsApp conversation with supported interactive elements such as buttons and lists.

Key benefits

Generate demo videos of WhatsApp conversations from a single prompt.
Edit generated messages and interactive elements before exporting.
Explore different use cases and conversation flows more quickly.
Create showcase content without relying on creative team resources.

Limitations

Available in Early Access, and functionality may change.
Each prompt is processed independently and does not retain context from previous prompts.
To adjust the output, rewrite the full prompt instead of sending follow-up corrections.
Prompts that request prohibited content or sensitive personal data are rejected or sanitized.

For setup instructions, prompt-writing guidance, examples, and full limitations, see AI Video Editor.

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