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Last update July 9, 2025

What's new	Learn more
Analyze	Voice and Video metrics now available on Analyze dashboard
Answers	Create reusable components and use across Infobip solutions New Dialog map feature shows how dialogs are interconnected in the chatbot
Apps and Integrations	URL shortening and tracking for Dynamics 365 Customer Insights
Broadcast	RCS webview support now available in Broadcast
Conversations	Seats management Automatic linking of related conversations Additional wrap-up time configuration Resized workspace in All Work
Email	Sender-level details in Suppression List
Messages	Send personalized attachments through email
Metrics API	Voice and Video support added to Metrics API
Numbers and Compliance	Resource Request Service - number purchase request (Early Access)
RCS	Track suggestion button clicks with a dedicated event Get real-time typing status with RCS typing indicator Control message sequencing in RCS conversations
Viber	Enhanced Viber visibility through traffic type classification in Analyze dashboard and Metrics API
Voice and Video	Analytics now available in Analyze dashboard and Metrics API

Analyze

Voice and Video metrics now available on Analyze dashboard

We have added Voice and Video analytics to the Analyze dashboard.

You can now track key metrics such as answer rates, call duration, and failure reasons directly in the dashboard.

For full details, see the Voice and Video section below.

Answers

Create reusable components and use across Infobip solutions

A component is a reusable block that does a specific task. It is a smaller version of a chatbot and can be used across multiple solutions.

You can now create a component in Answers and use it in multiple solutions.

Example: Create separate components to do end user authentication, collect feedback, and answer FAQ, and use them across all chatbots where these features are required.

The following are some advantages of using components:

Reusability: Instead of recreating repetitive tasks in multiple places, create component and use them wherever required.
Easier updates: If you need to make changes, update the component, not the solution in which it is used.
Simpler maintenance and troubleshooting: Break down large tasks into multiple components, thus making it easy to maintain and troubleshoot.
Simpler solution design: Components help simplify the design of the solution. Example: Reduce the number of dialogs required in a chatbot.
Supports collaboration: Because components are modular, different people can work on separate components at the same time. These components can then be added to the solution.

For more information, refer to the Components documentation.

New Dialog map to show how dialogs are interconnected

Use the Dialog map tab in your chatbot to see an overview of all the dialogs and how they are interconnected. The dialog map is generated automatically. It enables you to understand the chatbot design, configuration, and capabilities.

This feature is especially useful for large chatbots that contain several dialogs.

You can do the following:

View the dialog that starts the chatbot session.
View how the dialogs are interconnected.
View dialogs that are not connected to any other dialog.

For more information, refer to the Dialog map documentation.

Apps and Integrations

URL shortening and tracking for Dynamics 365 Customer Insights

This release introduces the URL shortening and tracking feature for Dynamics 365 Customer Insights Journeys. This feature integrates Infobip’s URL shortener, allowing users to efficiently manage and track URLs within their campaigns.

New feature

Integration of Infobip’s URL shortener within Dynamics 365 Customer Insights
Tracking reports available on the Infobip platform and synchronized with Dynamics 365
Support for URL shortening on WhatsApp and Viber channels
Option to use a custom domain for URL shortening

Key benefits

Enhanced tracking: Users can track URL performance directly within the Infobip platform, with reports also pushed to Dynamics 365 Customer Insights for comprehensive analytics
Improved campaign efficiency: By tracking URL clicks, businesses can tailor further engagement with their customers based on their behavior
Custom branding: Users have the option to use a custom domain registered on the Infobip portal, enhancing brand consistency and recognition

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

To see the documentation, go to Microsoft Dynamics 365 Customer Insights Messaging.

Broadcast

RCS webview support now available in Broadcast

You can now use webviews in RCS messages created in Broadcast. This update brings in-app browsing capabilities to RCS messages, improving user experience and helping maintain session continuity.

What's new

Webview support for RCS messages in Broadcast
Accessible through the Open URL suggestion button in the message editor
Allows users to open webpages within the messaging app, no app switching required
Choose from three webview display modes:
- Full: Opens the page in full-screen view
- Half: Uses approximately 50% of the screen
- Tall: Uses approximately 75% of the screen

Key benefits

Smoother in-app experience: Eliminates the need to switch to a browser
Flexible display options: Useful for different use cases and layouts
Improves chat continuity: Ideal for forms, checkouts, and user journeys that benefit from keeping users in session

NOTE

If the device does not support webviews or if no display mode is defined, the link will open in the mobile browser by default.

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

Conversations

Seats management

The new Seats option enables centralized seat management across your business units. If you are using a main account with sub-accounts, you can efficiently control seat usage and distribute resources as needed. With this option, you can assign available seats to specific users, manage their access to Conversations, and get a complete overview of seat allocation, usage, and availability, all without needing to log in to each individual account.

Refer to the Seats section for a detailed overview.

Automatic linking of related conversations

To address the issue of duplicate tickets caused by multi-recipient emails, we are introducing automatic linking of related conversations.

Key benefits

Intelligent detection of related tickets - The system automatically identifies when the same email is sent to multiple support addresses linked to a single customer account.
Automatic creation of linked relationships - Instead of merging or closing tickets, related conversations are linked directly in the agent interface, with clear metadata (for example, “Linked to Conversation #12345”) to maintain context.
Enhanced agent visibility and coordination - Agents can view linked conversations, assess ownership, and coordinate efforts across teams or queues. One team may choose to close their ticket, while another continues with resolution.
Optional labels and flags - Conversations can be marked with indicators like “Potential Duplicate” to support triage and prioritization without enforcing strict automation.

Refer to the Related conversations section to learn more.

Wrap-up time control

This update introduces a new setting that allows contact center admins to control whether agents can extend their post-call wrap-up time by enabling or disabling the +10s button in the agent interface.

Key benefits

Stricter workflow enforcement - Prevents agents from extending wrap-up time, helping teams adhere to defined time limits and productivity expectations.
Greater operational control - Supports organizations with high call volumes or regulated workflows by allowing tighter management of post-call activities.

Refer to the Wrap-up window setup section to learn more.

Resized Workspace in All Work

We have optimized the layout to help you work more efficiently in Conversations. In addition to My Work, we have updated the All Work layout to show more conversations at once, making it easier to find what you need.

Email

Sender-level details in Suppression list

Previously, our email suppression system recorded complaints only at the domain level. This could lead to challenges for clients who have multiple distinct senders, for example, in different departments under the same domain but want to know which exact sender triggered a complaint.

With sender-level detail, it is possible to attribute complaints more accurately to specific sender addresses, avoiding broad suppression that may unnecessarily impact other senders within the same domain and reduce insight into complaint sources.

Key benefits

Enables targeted suppression and follow-up actions with precise visibility into which sender address caused a complaint
Improves operational transparency with sender-specific complaint information
Enriches complaint event data with sender-level details, supporting better reporting, analytics, and integration with customer systems
Supports clients managing multiple senders per domain in maintaining reputation and improving email campaign strategies through actionable insights

New features

Complaint-related suppression data includes both domain and exact sender email address details
Suppression list displays sender-level complaint information alongside the domain

For more information, see Manage suppressions.

Messages

Send personalized attachments through email

You can now send personalized attachments to end users over Email.

Example: In transactional use cases, send personalized files such as invoices, tickets, or account statements.

Note

This feature is currently available when you create an Email message in Messages and use it in a flow.

For more information, refer to the Messages documentation.

Metrics API

Voice and Video support added to Metrics API

The Metrics API now supports Voice and Video analytics.

You can query Voice and Video metrics programmaticaly to monitor performance, troubleshoot failures, and optimize call outcomes.

For full details, see the Voice and Video section below.

Numbers and Compliance

Resource Request Service - number purchase request (Early Access)

This release includes a new functionality update to the Resource Request Service for managing number purchases more effectively. API users benefit from automatic validation of requirements, which includes checking if all requirements have been provided or if any information is missing.

In addition, API users can update their number purchase requests to include all required information, and the option to cancel the request if they decide not to complete the purchase. This new feature makes it easier to validate, update, and cancel number purchase requests through both the API and web interface.

Key benefits

More control over updates to number purchase requests
Automatic validation of number purchase requests

For more information, see Request resources.

RCS

Track suggestion button clicks with a dedicated event

Previously, all user interactions in RCS, including typed replies and suggestion button taps, were treated as the same inbound message type. This limited analytics, automation accuracy, and event filtering.

With this release, suggestion button clicks now trigger a dedicated SUGGESTION event. Typed user responses, location requests, and quick replies continue to be processed as inbound messages.

What's new

Taps on buttons like Open URL, Dial phone, or Create calendar now generate a SUGGESTION event.
Only user-typed input, quick reply taps, and location requests remain categorized as inbound messages.
Suggestion events can be filtered and subscribed to independently.

Key benefits

Accurate tracking of user interaction types.
Cleaner event handling logic for bots and agents.
Enables separate pricing for suggestion-based interactions.
Improves reporting and analytics.

Get real-time typing status with RCS typing indicators

You can now subscribe to TYPING_INDICATOR event to see when a user is actively typing during an RCS conversation.

What's new

Real-time alerts when a user starts typing.
Bots can pause replies if the user is mid-typing.
Live agent dashboards can show "user is typing".
Improved analytics on engagement and session activity.

To find out more about what RCS events you can subscribe to, see Event subscription page.

To see what else RCS offers, refer to our product documentation.

Control message sequencing in RCS conversations

You can now control the order in which multiple RCS messages are delivered to the same end user. This is essential for cases like sending a file followed by a caption or structuring multi-step interactions.

What's new

Define the delivery order of RCS messages sent to the same destination.
Choose whether to stop or continue delivery if a message in the sequence fails.
Send up to 10 RCS messages without failover, or up to 2 messages if SMS/MMS failover is used.

Key benefits

More control over bulk delivery to end users.
Optional stop-on-failure logic to prevent partial flows.
Improved conversational experience through properly ordered message delivery.

Use this feature for structured campaigns, onboarding journeys, or multi-step support flows where message order matters.

To learn more about what else RCS offers, refer to our RCS API documentation (opens in a new tab).

Viber

Enhanced visibility through traffic type classification in Analyze dashboard and Metrics API

We have introduced traffic type visibility across key Viber reporting tools, helping you better understand and segment your messaging activity.

What's new

In Analyze dashboard:

The General overview section now include a traffic type breakdown, allowing you to distinguish between promotional, transactional, and other message types.

In the Metrics API:

The traffic_type dimension is now supported for Viber.
Use this dimension to segment and analyze message data more clearly.

For more information, refer to our documentation:

Voice and Video

Analytics now available in Analyze dashboard and over Metrics API

You can now track and optimize Voice and Video call performance using the Analyze dashboard and Metrics API. This enhancement adds Voice and Video analytics alongside existing channel insights, giving you a centralized view of all your communication campaigns.

What's new

In Analyze dashboard:

Voice and Video analytics now alongside other channels
Monitor key metrics, including:
- Total calls, answer rates, call durations
- Delivery failures: Not answered, busy, canceled, failed
- Engagement insights: Ringing time, answer latency, hang-up reasons
Filter and group data by country, network, direction, and time
Quickly identify failure reasons to troubleshoot dropped calls and improve success rates

In Metrics API:

Programmatic access to Voice and Video performance data
Track metrics like total calls, answer rates, call durations, and failure types, all in one place
Unified analytics enables a complete communication overview
Asynchronous query processing enables faster reporting on large datasets

Key benefits

Full visibility into Voice and Video call performance across regions, carriers, and technologies
Identify and resolve dropped or failed calls with detailed failure insights
Reduce resolution time for missed and failed calls and assess the impact of voice campaigns alongside messaging channels
Compare performance across all channels in a single dashboard or API

Note

Voice and Video data is available from May 15, 2025 onward. Data before this date is not included in dashboard visualizations or Metrics API responses.

For more information, refer to our documentation:

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