Sapphire

Last update May 14, 2025

What's new	Learn more
Answers	You can now select a different channel when duplicating a chatbot You can now search for content within a chatbot Get AI-generated recommendations to improve your chatbot's performance
Apps and Integrations	RCS and Viber for HubSpot Inbox Support for multiple senders per channels in Dynamics 365 Customer Insights Integration
Broadcast	New Push editor in Broadcast
Conversations	Condense mode
Email	Event ID on user events
Messages	You can now manage all your Mobile push messages in the Messages section
Messages API	Support for transliteration in SMS messages
Mobile push and In-app Messages	A unified Mobile push editor for Flow and Broadcast is now available. You can now manage Mobile push messages in the Messages section Inbox is now available in the Infobip demo app
Viber Business Messages	Support for carousel messages in Viber Business Messages
Voice and Video	Answer Machine Detection (AMD) updates

Answers

Select a different channel when duplicating a chatbot

You can now select a different channel when you duplicate a chatbot. All supported elements are mapped in the duplicate chatbot.

If an element, including its configuration, is not supported, it is displayed as unmapped. You must remove it before activating the chatbot.

Note

Currently, you can change only to WhatsApp or Live Chat.

For more information, refer to the Duplicate existing chatbot documentation.

Search the contents of a chatbot

You can now search the contents of a chatbot. The search includes all dialog names, element names, and the text within the chatbot elements that contain the search term. Select a search result to view the corresponding dialog or element that contains the search term.

For more information, refer to the Search within a chatbot documentation.

Get AI-generated insights about your chatbot's performance

Use the power of AI to analyze your chatbot and get insights into its performance. The AI engine provides metrics about the chatbot performance, provides suggestions to improve the chatbot, identifies issues, and provides suggestions to resolve these issues.

For more information, refer to the Performance report documentation.

Apps and Integrations

The following integrations documentation is available in this release.

RCS and Viber for HubSpot Inbox

HubSpot Inbox is a collaborative space within HubSpot CRM and HelpDesk that allows teams to manage and respond to customer conversations across multiple channels.

Infobip already enables SMS and WhatsApp as supported Inbox channels in HubSpot. This release adds support for RCS and Viber Business Messages (Viber BM) as new custom channels, enabling organizations to engage in true two-way conversations—sending and receiving both text messages and media files—within HubSpot Inbox.

New features

Ability to configure and connect RCS and Viber Business Messages as custom channels within HubSpot Inbox for two-way conversation
Support for sending and receiving text and media messages over both new channels
Messages from RCS and Viber now appear in the unified Inbox, tracked and managed like existing SMS and WhatsApp conversations

Key benefits

Enables seamless, bi-directional communication on RCS and Viber from the familiar HubSpot Inbox interface, so teams can support customer preferences and increase satisfaction
Allows teams to send and receive both text and media files (such as images and documents) over RCS and Viber, supporting richer and more effective conversations
Ensures all conversational history from these new channels is stored and accessible alongside other interactions in the HubSpot CRM and HelpDesk, enabling a true 360° customer view

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

To see the documentation, go to HubSpot Messaging.

Support for Multiple Senders per Channels in Dynamics 365 Customer Insights Integration

Users of Dynamics 365 Customer Insights integration can currently select a single sender number for all journeys per integrated channel, such as WhatsApp and Viber. This limitation to a single sender limited the ability to tailor communications based on specific campaigns or audience segments, reducing the effectiveness of personalized marketing efforts.

New features

Ability to assign different sender numbers to individual templates and journey messages within Dynamics 365 Customer Insights
Enhanced control over communication strategies across integrated channels like WhatsApp and Viber

Key benefits

The new feature allows users to specify different sender numbers for each template and journey message, providing greater flexibility and control over their communication strategies
Users can optimize their messaging strategies by aligning sender identities with specific campaigns or audience segments

For more information, go to the Dynamics 365 Customer Insights listing (opens in a new tab). To see the documentation, go to Dynamics 365 Customer Insights Messaging.

Broadcast

New Push editor in Broadcast

We have introduced a new version of the Push editor in Broadcast. It has a simpler design, improved performance, and follows the same approach we use in other Broadcast channels.

What's new

Simplified design: A cleaner layout that improves the content creation experience
Better performance and stability: Ensures a more reliable experience
Aligned interface: Uses the same approach as other messaging channels

Key benefits

Easier and more consistent message creation
Improved stability and user experience
Unifies design across supported messaging channels

For more information on creating and sending push notifications, refer to our Send a Mobile push notification page.

To learn more about Broadcast and its possibilities, refer to our product documentation.

Conversations

Introducing Condense mode

We’re excited to roll out Condense mode, now available to everyone by default. This improvement maximizes screen space, making it easier to view highlighted and replied messages with improved clarity. With this, the chat window is expanded, reduce excessive scrolling, and enjoy a cleaner, more efficient layout.

Email

Event ID on user events

The Event ID on user events is a unique identifier applied to user tracking events, such as opens, clicks, unsubscribes, and complaints, to help confirm that each event is separate. For example, if a user clicks twice on the same email link, then these are separate clicks.

Key benefits

Provides assurance that Infobip is not sending out duplicate events
Confirms that two open events for the same email means that the user opened the email twice, as opposed to an error caused by duplicate events

For more information, see Receive Email Delivery Reports (opens in a new tab) and Receive Email Tracking Reports (opens in a new tab).

Messages

Manage all your Mobile push messages in the Messages section

The Messages section in the Infobip web interface enables you to manage all your messages in one place. You can view, create, edit, and delete messages through this section.

You can now use the Messages section to manage all your Mobile push messages.

For more information about using Messages, refer to the Messages documentation.

Messages API

Support for transliteration in SMS messages

Messages API now supports transliteration for SMS, allowing you to convert characters from one script to another before the message is sent. This improves message readability and ensures consistent delivery across regions and devices.

What's new

Transliteration options: You can now choose from several script conversion modes to replace characters that may not be supported on all networks or devices. Available transliteration modes include:
- TURKISH
- GREEK
- CYRILLIC
- SERBIAN_CYRILLIC
- BULGARIAN_CYRILLIC
- CENTRAL_EUROPEAN
- BALTIC
- PORTUGUESE
- COLOMBIAN
- NON_UNICODE
Easy configuration: Set the transliteration field in your API request when sending an SMS message.

Key benefits

Improve readability: Replace unsupported or unreadable characters before sending.
Ensure consistent message rendering: Deliver clear messages across devices and languages.
Reduce message parts: Avoid extra segments caused by Unicode characters.

To see the API request details, refer to our Send a Messages API message (opens in a new tab) page.

For more information on all the benefits Message API offers, refer to our product documentation.

Mobile push and In-app Messages

Unified Mobile push editor for Flow and Broadcast

The Mobile push editor has been enhanced to include the following features:

Improved preview that reflects how push notifications will be displayed on iOS and Android devices.
Advanced personalization that supports placeholders in message body and on-tap actions. This enables you to customize end user journeys. Example: You can route end users to personalized pages based on their attributes.

For more information about the Mobile push editor, refer to the Configure the push notification documentation.

Manage all your Mobile push messages in the Messages section

You can now manage all your Mobile push messages in the Messages section.

For more information, refer to the Messages documentation.

Inbox is now available in the Infobip demo app

Inbox is now available in the Infobip demo app, enabling you to test inbox functionality.

The inbox enables you to save push notifications in the demo app on a mobile device. Even after the push notification is dismissed, or the end user logs out and logs back in to the app, it is still available in the inbox.

For more information, refer to the Inbox documentation.

Viber Business Messages

Support for carousel messages in Viber Business Messages

We are introducing carousel messages for Viber Business Messages, enabling you to send structured, interactive content in a visually engaging way.

This update is available both over API and Broadcast.

What's new

Carousel messages: Showcase multiple products or offers within a single message. Each carousel item includes:
- An image to capture attention
- A short description to highlight key details
- A call-to-action button to guide user interaction
Compact and interactive format: Reduce message volume while presenting options side by side in a scrollable layout.

Key benefits

Improve engagement: Help users explore your offers and take action without navigating away from the chat
Simplify communication: Send multiple offers in one message instead of separate messages
Create richer experiences: Use images and buttons to guide attention and interaction

This update allows you to deliver more dynamic, effective conversations on Viber by making your messages clearer and more action-driven.

To see the API request details, refer to our Send Viber messages (opens in a new tab) endpoint reference.

To try it out in Broadcast, create a new broadcast and select Viber as your channel and then Carousel as your message type.

For more information on types of messages supported by Viber Business Messages, refer to our documentation.

Voice and Video

Answer Machine Detection (AMD) updates

We are updating our Automated Machine Detection (AMD) feature within the Calls API to give users the flexibility to set a custom detection time between two and five seconds. If no value is specified, the system defaults to 3.74 seconds.

This update is part of broader efforts to improve the AMD experience on our newer voice platform.

Key benefits

Custom detection time allows customers to optimize AMD based on their specific use case:

Longer detection times can improve the accuracy of distinguishing between humans and machines
Shorter detection times are useful if the goal is to identify voicemail pickup quickly

By giving customers control over this setting, we improve the flexibility and effectiveness of AMD, especially for use cases that require speed, precision, or both.

Our new AMD engine, now used in the Calls API, delivers more accurate detection compared to the previous version, but some customers still report occasional inaccuracies.

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