Glacier

Last update July 8, 2026

Analyze

AI and Apple Messages for Business billing categories in Financial reports and Billing Usage API [#ai-amb-financial-analyze]

Financial reports and the Billing Usage API now include two additional billing categories: AI and Apple Messages for Business. Apple Messages for Business closes a previous gap for a channel that sat outside financial reporting. The same data is available through both the web interface and the API, so you can view usage in Financial reports or query it programmatically using the Billing Usage API.

For more information, see Financial reports and the Billing Usage API. For the full list of billing category codes, see Categories in the Billing data reference.

Blocklist

WhatsApp Blocklist support in Portal Do Not Contact list [#whatsapp-blocklist]

WhatsApp is now available as a channel option on the Infobip web interface Do Not Contact (DNC) list management page for MSISDN-based entries, extending the existing API support. In addition, DNC management now supports BSUID-based entries.

Key details:

• Add WhatsApp contacts to the blocklist directly from the Infobip web interface.
• Remove WhatsApp contacts from the blocklist directly from the Infobip web interface.
• Manage WhatsApp blocklist settings from the WhatsApp tab in inbound number configuration.
• Manage Do Not Contact list entries using both MSISDN and BSUID identifiers.

Where to access it:

• Infobip web interface: Go to People > Configuration > Do Not Contact list. When adding a new entry, select WhatsApp under Channel.

For more details, see the Blocklist documentation.

Conversations and Inbox

Historical analytics for multi-agent call scenarios [#transfers-collaborative-calls-conversations-and-inbox]

The Transferred calls predefined dashboard has been renamed to Transfers and collaborative calls, and expanded to include analytics for warm transfers, consult calls, and group calls.

New metrics for transferred calls:

• Transfer method: Breakdown by warm transfer or blind transfer.
• Consult talk time: Time the consulted agent spends actively speaking with the initiating agent during a consult interaction.
• Consult hold time: Time the consulted agent spends on hold during the consult interaction.
• Interaction type filter to segment data by transfers, consult calls, or group calls.

New Group calls section with metrics for 3-way calls (customer, originating agent, and second agent):

• Attempted, successful, and failed group calls, plus group call rate.
• Group call performance by origin: direct group calls versus consult merge.
• Group call outcomes: resolved without transfer, ended in transfer, and group call transfer rate.
• Per-agent performance: handle time, talk time, and wrap-up time.
• Per-agent delivery metrics: calls rang, answered, ignored, and cancelled by customer.

For more information, see Predefined dashboards in Conversations or Inbox analytics.

Live analytics updates [#live-analytics-updates-conversations-and-inbox]

The Live analytics dashboard now includes:

• SLA: First response time (FRT) widget with real-time breach counts (overdue and missed calls).
• Expanded Active calls table with Company column, Wait time column, and detailed SLA: FRT status values (Remaining, Overdue, Not breached, Missed, No SLA).
• New filters for SLA: FRT, Interaction type, and Additional participant.
• Voice AI agents table with per-journey performance metrics: containment rate, current workload, and average handle time.

For more information, see Live analytics in Conversations or Live analytics in Inbox.

WhatsApp usernames and business-scoped user IDs [#whatsapp-usernames-bsuids-conversations-and-inbox]

WhatsApp users can now adopt a username instead of sharing their phone number with businesses. When a user has a username, your business receives a business-scoped user ID (BSUID) instead of a phone number. A BSUID uses the format country code + period + alphanumeric characters (for example, US.13491208655302741918).

• Users without a username: you receive both their phone number and BSUID.
• Users with a username: you receive only their BSUID. The phone number is hidden.
• A Request contact info button appears in the message composer for BSUID-based conversations. When the customer consents, their phone number becomes available.
• If a customer contacts you through both their username and phone number, two separate conversations may open. Once the customer shares their phone number, the system automatically matches both conversations to the same customer.

This affects inbound (user-initiated) communication only. If you already have a user's phone number, you can continue sending outbound messages to it. Authentication flows (OTPs) continue to use phone numbers only.

For more information, see WhatsApp in Conversations or WhatsApp in Inbox.

WhatsApp contextual replies and emoji reactions [#whatsapp-replies-reactions-conversations-and-inbox]

Agents can now select a specific message and reply directly to it in WhatsApp conversations. The reply is visually linked to the original message in the conversation view. Contextual replies are also available through the Conversations API.

Agents can also see emoji reactions that customers send on outbound WhatsApp messages, displayed alongside the relevant message.

For more information, see WhatsApp in Conversations or WhatsApp in Inbox.

Customer Profiles

Sensitive data masking [#sensitive-data-masking-customer-profiles]

To get access, contact your account manager or Infobip Support.

You can now mask specific profile attributes and event properties in Customer Profiles so that users without permission see asterisks instead of actual values. Define what to mask directly on the Portal. No support request needed.

Masking is controlled by two permissions:

• Configure what is masked (people/sensitive/manage): Select which attributes and event properties are masked.
• View masked data in clear text (people/sensitive/view): See the actual values instead of asterisks.

By default, only users with the Account manager role can view masked data. All other roles see masked values unless you explicitly grant the view permission.

To set up masking, go to Customer Profiles > Configuration > Data masking.

IMPORTANT: Data masking restricts access to sensitive data on the Portal and through the API, but does not guarantee full protection against data exfiltration. Do not rely on masking as your only compliance control.

For more information, see Sensitive data masking.

Expanded AND/OR logic for segmentation [#and-or-logic-segmentation-customer-profiles]

Segment rules and advanced filters now support combining conditions with AND and OR logic at multiple levels:

• Value-level OR: Use + OR or + OR LIST to add alternative values within a single condition. Example: City is Zagreb OR City is Split.
• Clause-level AND: Select + AND to require multiple conditions to all be true. Example: City is Zagreb AND Country is Croatia.
• Group-level OR: Select the OR separator below a group to create an alternative set of conditions. A profile matches if it satisfies all conditions in at least one group.

You can add a maximum of 25 attribute clauses and 5 event clauses per segment.

IMPORTANT: Segments that use OR groups are not supported with the Continuous entry point in Journeys or for prompting use cases.

For more information, see Create a segment and Filter persons.

TikTok Business Messages

Typing and read event indicators [#typing-read-events-tiktok-business-messages]

You can send typing indicators and read receipts to end users through the API. When enabled, end users see when an agent is typing a response and when their message has been read.

This feature is available through the API only. Future updates integrate typing and read events into Agent OS.

For more information, see Send and receive TikTok messages.

Viber Business Messages

Transactional message templates [#transactional-templates-viber-business-messages]

Starting July 15, all transactional messages on Viber require a registered template. Messages that are not registered as a template are delivered as promotional messages, which affects pricing.

Templates are available through the API and the Infobip web interface. Viber reviews templates in real time, with approval typically taking a few seconds. If approval takes longer than one hour, contact Support.

Webhook integration is available for template status notifications. View template statuses on the web interface or forward them to your own webhook for real-time updates on your platform.

Previously, templates were required only for Ukraine, Belarus, and Russia. Starting July 15, templates are required for all countries.

Key benefits:

• Real-time template review by Viber
• Template registration available through the API and web interface
• Webhook integration for template status notifications
• Unified template registration across all countries
• Delete templates directly from the web interface

Known limitations:

• Template names are not yet supported. Only template IDs are displayed after registration.
• Bulk template upload is not available. Templates must be registered individually.

For more information, see Viber transactional and OTP templates and Viber message templates overview.

Tap and copy [#tap-and-copy-viber-business-messages]

End users can tap text enclosed in equal signs (=text=) to copy it to their clipboard. Use this feature for promo codes, reference numbers, or other values that end users need to paste into other applications.

Example: A message containing =15OFF= enables the end user to tap and copy the promo code directly.

For more information, see Viber Business Messages.

OTP auto-copy on Android [#otp-auto-copy-viber-business-messages]

OTP messages sent through Viber are automatically saved to the clipboard on Android devices. End users can paste the OTP directly into the target application without manually copying it.

Previously, this feature was available only on iOS. It is now supported on both iOS and Android.

For more information, see Viber transactional and OTP templates.

Voice and Video

Calls Markup Language [#calls-markup-language-voice-and-video]

Calls Markup Language is a new way to build voice applications on the Infobip Calls platform. It uses a procedural, script-based development approach where you define a sequence of actions in a structured document.

Previously, the Calls platform used an event-driven API development approach (Calls API), where each action is a separate API call that returns events about the outcome. Calls API is well suited for advanced, custom voice applications.

Calls Markup Language provides an alternative for customers migrating from other CPaaS platforms or developers who prefer sequential, script-based development over event-driven architecture.

Key details:

• Procedural development approach for building voice scenarios
• Structured document format for defining call actions in sequence
• Simplifies migration from some other CPaaS platforms
• Covers a core set of actions in this initial release, with more actions added in future releases
• Calls API and Calls Markup Language are not interchangeable within the same application

Known limitations:

• Not all Calls API actions are supported. For example, call conferencing control is not yet available.

For more information, see Calls Markup Language.

WhatsApp

Reserve your business username ahead of the rollout [#username-reservation-whatsapp]

Businesses can now reserve a WhatsApp username in WhatsApp Manager or Meta Business Suite, ahead of the global username rollout. Reserved usernames stay linked to your business account and become active once the feature launches in your region.

Key details:

• A business username maps to a single business phone number across all of WhatsApp.
• One phone number can have only one username at a time, and no two WhatsApp phone numbers (consumer or business) can share the same username.
• Usernames are first-come, first-served, so reserve early to secure your preferred handle.

For more information, see Business usernames.

Zalo

File and emoji support [#file-emoji-zalo]

Zalo now supports sending files and emojis in outbound messages. Inbound message support has also been expanded to include the following message types: link, location, sticker, business card, image, video, audio, file, and GIF.

These expanded message types support the Zalo OA (Official Account) integration in Agent OS for two-way communication.

Key changes:

• Outbound: file and emoji support
• Inbound: link, location, sticker, business card, image, video, audio, file, and GIF

For more information, see Zalo message types.