# Driftwood #### Last update April 8, 2026 | What's new | Learn more | |-------------------------------------|-------------------------------------------------| | AgentOS | [Introducing AgentOS](#introducing-agentos) | | Analyze | [Live Chat support in detailed reports and logs](#live-chat-support-in-detailed-reports-and-logs-analyze)| | Broadcast | [RCS message breakdown and counter](#rcs-message-breakdown-and-counter-broadcast)| | Conversations | [Group calls update](#group-calls-update-conversations) [Live Analytics: Active calls overview](#live-analytics-active-calls-overview-conversations)| | CPaaS X | [Sending strategies and resource associations support for RCS](#sending-strategies-and-resource-associations-support-for-rcs-cpaasx)| | Platform | [Account and personal settings navigation changes](#account-and-personal-settings-navigation-changes-platform)| | RCS | [Discover launch requirements before starting a launch request](#discover-launch-requirements-rcs) [CPaaS X API key scoping for RCS sender management endpoints](#cpaasx-api-key-scoping-rcs)| | Voice and video | [Microsoft Teams telephony through Operator Connect](#microsoft-operator-connect-voice-and-video) [Branded Calling ID (BCID) for outbound voice calls](#branded-calling-id-voice-and-video)| | WhatsApp | [AI Video Editor for WhatsApp now available](#ai-video-editor-for-whatsapp-now-available-whatsapp)| ___ ## AgentOS ### Introducing 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](https://www.infobip.com/docs/agentos-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](https://www.infobip.com/docs/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](https://www.infobip.com/docs/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](https://www.infobip.com/docs/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](mailto:support@infobip.com) to request access or learn more. ___ ## Analyze ### Live Chat support in detailed reports and logs [#live-chat-support-in-detailed-reports-and-logs-analyze] You can now view **Live Chat** message events in [detailed reports](https://www.infobip.com/docs/analyze/reports/detailed) and [logs](https://www.infobip.com/docs/analyze/analyze-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](https://www.infobip.com/docs/analyze/reports/detailed) and [Logs](https://www.infobip.com/docs/analyze/analyze-logs). ___ ## Broadcast ### RCS message breakdown and counter [#rcs-message-breakdown-and-counter-broadcast] 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](https://www.infobip.com/docs/rcs/billing-types). ___ ## Conversations ### Group calls update [#group-calls-update-conversations] [Group calls](https://www.infobip.com/docs/conversations/calls-in-conversations/agent-guide-for-calls#group-call) 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](https://www.infobip.com/docs/conversations/calls-in-conversations/agent-guide-for-calls#start-a-group-call). ### Live Analytics Active calls overview [#live-analytics-active-calls-overview-conversations] 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. Read more about [Active calls overview](https://www.infobip.com/docs/conversations/live-analytics#active-calls-overview). ___ ## CPaaS X ### Sending strategies and resource associations support for RCS [#sending-strategies-and-resource-associations-support-for-rcs-cpaasx] 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. ___ ## Platform ### Account and personal settings navigation changes [#account-and-personal-settings-navigation-changes-platform] 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 [#discover-launch-requirements-rcs] 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](https://www.infobip.com/docs/rcs/get-started/launch-your-sender#launch-requirements). ### CPaaS X API key scoping for RCS sender management endpoints [#cpaasx-api-key-scoping-rcs] 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-voice-and-video] 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 [#branded-calling-id-voice-and-video] 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](https://www.infobip.com/docs/voice-and-video/voice-trust) 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)](https://www.infobip.com/docs/voice-and-video/voice-trust/cnam) is available as part of the Voice Trust Center for USA voice numbers. For more details, see [Branded Calling ID (BCID)](https://www.infobip.com/docs/voice-and-video/voice-trust/branded-calling-id). ___ ## WhatsApp ### AI Video Editor for WhatsApp now available [#ai-video-editor-for-whatsapp-now-available-whatsapp] 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](https://www.infobip.com/docs/whatsapp/message-types-and-templates/ai-video-editor). ___