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Last update 11 June, 2025

What's new	Learn more
Answers	View and copy chatbot ID in the chatbot editor
Apps and Integrations	Supporting Additional Entity Triggers for Workflow Actions in HubSpot Messaging Integration Integrate RCS into Dynamics 365 Customer Insights - Journeys Support of AMPscript in Salesforce Marketing Cloud integration
Conversations	WhatsApp and Viber business calls Enhanced auto-assignment system for optimized workload distribution Default auto-assignment for calls File deletion for agents and supervisors Resized workspace and adjustable panels
CPaaS X	Subscriptions: New user interface and enhanced features
Email	Enable unsubscribes on the domain-level Pipelines on SMTP API Email API V4 for the Unified API
Live Chat	New message content type
Messages	WhatsApp and Viber now support additional message types
Messages API	Expanding message type availability in Apple Messages for Business: Time picker and list picker Support for RCS Open URL and Webview actions
Mobile push and In-app Messages	Additional setting for the level of access that Mobile SDK has for People data In Mobile push, redirect end users to a Live Chat chatbot
Moments	Get sending and delivery status of your SMS messages You can now collect voice responses in IVR
Numbers and Compliance	Resource Request Service - Update alphanumeric registration request (Early Access)
WhatsApp	Enhanced event data for WhatsApp account registration

Answers

View Chatbot ID in the editor

In the chatbot editor, you can now see the chatbot ID, which is its unique identifier. You can also copy the ID.

Apps and Integrations

The following integrations documentation is available in this release.

Supporting additional entity triggers for workflow actions in HubSpot messaging integration

The Infobip messaging integration for HubSpot allows businesses to engage customers across SMS, WhatsApp, and other channels directly from automated HubSpot workflows. Previously, this integration supported only Contact-based workflows, which limited outreach and automation to scenarios initiated by changes or events on contact records. Many HubSpot entities, such as Deal, Ticket, Order, Invoice, and more, have associated contacts who should receive notifications, updates, or campaign messages driven by changes in those related records. This feature expands support for workflow triggers based on a broader range of HubSpot entities, such as new automation, notification, and campaign possibilities throughout the customer journey.

New features

• Configuration and execution of Infobip messaging actions from workflows triggered by changes or events in any supported entity, with built-in logic to identify and message the associated contact(s)
• Allows standardization and scalability of transactional, operational, and marketing communications across diverse HubSpot modules
• Experience enhancements to surface entity-based workflows to end-users in the messaging workflow builder

Key benefits

• Enables triggering Infobip messaging actions from any eligible HubSpot entity with an associated Contact, including: Company, Deal, Ticket, Conversation, Quote, Survey response, Task, Call, Invoice, Subscription, Goal, User, Order, Lead, and Cart
• Unlocks a host of new use cases—such as automated messages for deal closings, ticket resolutions, order confirmations, survey completions, and payment reminders—targeting the right contact every time
• Streamlines campaign setup by removing the need for complex workflow design, while allowing entities across the customer and revenue lifecycle to drive personalized, timely communications

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

To see the documentation, go to Infobip HubSpot Messaging documentation.

Integrate RCS into Dynamics 365 Customer Insights - Journeys

Dynamics 365 Customer Insights - Journeys empowers marketers to create, automate, and optimize multi-channel customer engagements within the Microsoft ecosystem. This feature will enhance the existing app—which already integrates WhatsApp and Viber—by adding full support for RCS. The integration allows marketers to use the RCS channel natively in their customer journeys, benefitting from richer messaging formats and improved engagement insights.

New features

• Option to enable RCS in the integration, including UI for viewing and choosing available sender IDs
• A new RCS templates form, supporting multiple message types: Text, File, Card and Carousel
• Visibility into message delivery and seen/read status

Key benefits

• Enables marketers to engage audiences with interactive and visually rich RCS messages directly from Dynamics 365
• Provides out-of-the-box support for a wide array of message templates including text, file attachments, cards, carousels, and (for India) regulatory-compliant templates
• Supports processing delivery and seen reports for better real-time performance visibility in campaigns
• Lays the foundation for advanced analytics such as click and inbound message tracking

For more information, go to the Infobip Microsoft Dynamics 365 Customer Insights - Journeys listing (opens in a new tab).

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

Support of AMPscript in Salesforce Marketing Cloud integration

This release enables the use of AMPscript in Infobip's messaging integration for Salesforce Marketing Cloud (SFMC). By embedding AMPscript on a Cloud Page and referencing it from the messaging activity, marketers can dynamically generate personalized message content with complex conditional logic, content variations, and data referencing. This allows for advanced use cases, such as multi-language, gender-specific, and relationship-based messaging, using complex conditional logic and data referencing.

New features

• Marketers can build Cloud Pages with AMPscript that generate the message text based on context—such as subscriber data, data extensions, and other business logic
• In any Infobip messaging activity (for example, SMS, RCS, Viber), the user references the Cloud Page—when the message sends, SFMC executes the AMPscript, and the generated output is integrated into the outbound message
• Supports scenarios involving multi-step personalization, conditional content, content blocks, and relationship-based data queries

Key benefits

• Enables advanced personalization by allowing AMPscript code to be executed on Cloud Pages and referenced in Infobip messaging activities, with output dynamically inserted into messages
• Opens the door to a wide variety of dynamic content generation, including complex data extension joins, content variations, and real-time personalization
• Streamlines workflow for sophisticated campaigns—moving beyond simple field merges to advanced, logic-driven content assembly at send-time

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

To see the documentation, go to Infobip Salesforce Marketing Cloud Messaging documentation.

Conversations

WhatsApp and Viber business calls

We're expanding our contact center capabilities with support for WhatsApp and Viber calls. Agents can now handle both inbound and outbound calls directly through WhatsApp and Viber, providing an additional option for customer communication.

This update allows you to engage with customers on platforms they already use, helping reduce communication costs, particularly for international calls, and streamline interactions.

Learn more about WhatsApp and Viber business calls.

Enhanced auto-assignment system for optimized workload distribution

We’re introducing new strategies to the auto-assignment system to better support workload distribution across customer support and sales teams. These updates are designed to improve operational efficiency and offer more flexibility in how conversations are assigned.

This release extends the existing auto-assignment functionality with new methods, including:

• Load balancing - Automatically assigns conversations based on each agent’s current workload and the time of their last assignment.
• Round robin - Automatically distributes conversations evenly, ensuring each agent takes turns. It assigns conversations based only on the time since each agent’s last assignment. Agents who have waited the longest receive the next conversation. Workload is not considered (unless the agent is at full capacity).
• Performance based - Automatically prioritizes agents who close conversations faster and have more capacity. It assigns conversations based solely on the agent’s available capacity. Agents with lower workloads are prioritized, regardless of when they last received a conversation.
• Manual assignment - Conversations are assigned manually by supervisors or agents.

Refer to the Automatic agent assignment for chats documentation to learn more.

Default auto-assignment for calls

With this release, calls added to a queue are now auto-assigned by default, with no additional setup required. This change simplifies call management for supervisors and ensures that incoming calls are automatically routed to available agents without delay.

Learn more about automatic agent assignment for calls

File deletion for agents and supervisors

Agents assigned to a conversation, as well as supervisors managing multiple conversations, can now delete files from the conversation content. This option helps maintain clean and relevant conversations by allowing the removal of unnecessary or outdated files.

File deletion also supports data privacy by enabling the prompt removal of sensitive information, reducing the risk of data breaches and helping meet compliance requirements.

When a file is deleted, a visual indicator appears for both the agent and the customer, ensuring transparency about changes made to the conversation content.

For more information, click here.

Resized workspace and adjustable panels

We have optimized the layout to help you work more efficiently in Conversations. The messaging area now takes up more space, allowing you to view more messages at once and navigate conversations more easily, without changing the size of individual messages.

Additionally, you can now drag panel dividers in My Work to resize side panels and adjust the messaging view to better fit your workflow.

CPaaS X

Subscriptions: New user interface and enhanced features

We have launched a redesigned user interface on the web interface (opens in a new tab), giving users more flexibility and control when managing subscriptions and notification events.

What is new

• Revamped UI: A cleaner, more intuitive layout with easier access to configuration options.
• Certificate management: Upload and manage certificates directly from the web interface.
• Advanced settings: Customize subscriptions according to your specific needs.

Key benefits

• Faster onboarding with self-managed settings
• Full control over notification event setup.

For a full overview of our Subscriptions feature, see our product documentation.

Email

Enable unsubscribes on the domain-level

The unsubscribes on the domain-level feature allows clients to set an unsubscribe on the domain-level rather than destination-level. This feature improves the overall experience and compliance by providing enhanced control over email communication preferences. It offers a choice between a sender-paired unsubscribe or destination-only.

For more information, see Blocklist configuration for domains.

Pipelines on SMTP API

This feature introduces the use of pipeline commands with the SMTP API. Pipelines (or pipes) allow you to connect the output of one command to the input of the next. Previously, it was possible only to input one command at a time on the command line. For example, to create a connection, then set the destination, and then followed by adding attachments, all in separate commands. Now, it is possible to use pipelines to set the destination and body in one command.

Key benefits:

• Enables you to form a sequence of commands to perform complex tasks
• Improves the network and speed, must have lower latency

For more information, see Send email over SMTP.

Email API V4 for the Unified API

In this release, the Email API Version 4 is now available. This new API version is part of the improvements that provide a better API experience and offer a more seamless and consistent implementation across multiple channels.

Key benefits:

• Easier to implement multiple communication channels through a single interface
• Consistent format and structure to other channel APIs

For more information, see Email API reference (opens in a new tab).

Live Chat

New message content type

We are introducing new capabilities to enhance how you manage chat interactions in Live Chat. These features allow you to customize data handling, message presentation, and interaction processing.

New capabilities include:

1. Custom data message type – Send structured JSON payloads in the background without displaying the data to users.
2. Agent and user-specific messages – Define separate text for agents and users within custom data messages, allowing tailored communication without cluttering the conversation view.
3. Rich text formatting – Use formatting elements in:
   • Agent replies
   • Welcome messages
   • Custom data messages
4. JavaScript SDK enhancements:
   • send – Send BASIC, DRAFT, or CUSTOM_DATA message types to a specific or active thread.
   • send_contextual_data – Send metadata to active or all open threads.
   • set_theme (in development) – Apply predefined themes configured in the Live Chat settings.
5. Example use case – Send a custom data message to transmit structured JSON payloads in the background without displaying them in the chat.

Refer to the Message types documentation and JavaScript SDK guide for full implementation details.

Messages

New message types for WhatsApp and Viber

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 create the following message types:

• Viber: Create Carousels to show multiple products or offers in a scrollable layout.
• WhatsApp: Use WhatsApp Payments to provide a seamless, in-app checkout experience for end users to pay for orders or services.

Messages API

Expanding message type availability in Apple Messages for Business: Time picker and list picker

We have expanded the support for Apple Messages for Business (AMB) by introducing a new message type (time picker) and enhancing an existing one (list picker):

• Time picker: You can now send AMB time picker messages directly using the Messages API. Use this message type to let users select a preferred time, such as a delivery window or appointment slot.
• List picker: The previously supported list picker message has been enhanced with advanced functionality that was earlier available only through the standalone AMB API. The updated list picker now includes the following:
  • Multiple item selection
  • Custom image styles
  • Optional control over item order

Key benefits

• Expanded support for AMB message types in the Messages API
• Improved user experience through interactive, guided selections
• Greater flexibility when designing end-to-end customer journeys

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

For a full overview of the Messages API capabilities, see our product documentation.

Support for RCS Open URL and Webview actions

We have extended the Messages API with support for two new RCS action types:

• Open URL
• Open URL with webview

The webview option allows a webpage to open directly inside the messaging app, keeping the user in session. If the device does not support webviews or if the display mode is not explicitly defined, the link opens in the mobile browser by default.

Supported display modes for webview:

• WEBVIEW_FULL: Opens the page in full-screen view
• WEBVIEW_TALL: Opens the page using approximately 75% of the screen
• WEBVIEW_HALF: Opens the page using approximately 50% of the screen

This update improves the user experience by eliminating app switching and maintaining a consistent in-app flow. It also helps you preserve session continuity and improve conversion rates.

To learn how to configure this action, see the Send a Messages API message (opens in a new tab) page.

For a full overview of the Messages API capabilities, see our product documentation.

Mobile push and In-app Messages

Control level of access that mobile SDK has to People data

There is now an additional setting for the access levels in the mobile SDK for People data.

The following options are available:

• Allow all mobile SDK requests.
• Allow all mobile SDK requests with JSON web tokens (JWT): authorization. This enables developers to get and update data through the Mobile SDK without the need of backend implementation, but in a more secure way.
• Disallow all mobile SDK requests: To modify personal information, you must use the Contact information management People API.

For more information, refer to the Mobile application profile documentation.

In Mobile push, redirect end users to a Live Chat chatbot

In Mobile push messages, you can now redirect end users to a chatbot in Live Chat.

When end users tap the push notification, they are redirected to Live Chat to start a session with a chatbot.

To configure this feature, set the On-tap action to Open chatbot in LiveChat. For more information, refer to Create the notification > On-tap action documentation.

Moments

Get sending and delivery status of your SMS messages

Get the message sent and delivery statuses of the messages that you send to end user. Use this information to make sure that the end user goes to the next step in the flow only if the message has either been sent or delivered successfully.

Set a time limit that the flow waits for the delivery or sending status. If the message is not delivered within the waiting period, redirect the end user based on the failure reason.

For more information, refer to the Status tracking documentation.

You can now collect voice responses in IVR

The Collect element collects and stores responses from end users. You can now collect voice responses from end users in addition to DTMF responses.

After collecting a response, you can branch the flow accordingly.

For more information about collecting voice responses, refer to the Collect element documentation.

Numbers and compliance

Resource Request Service - Update alphanumeric registration request (Early Access)

This release includes a new functionality update to the Resource Request Service for managing alphanumeric registration 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 alphanumeric registration to include all required information, and the option to cancel the request if they decide not to complete the registration. This new feature makes it easier to validate, update, and cancel alpha sender requests through both the API and web interface.

Key benefits

• More control over updates to alphanumeric sender resource requests
• Automatic validation of alphanumeric sender resource requests

For more information, see Resource Request Service documentation.

WhatsApp

Enhanced event data for WhatsApp account registration

We have enhanced the ACCOUNT_REGISTRATION event in Subscriptions to improve visibility and control during the sender registration process for WhatsApp Business Accounts (WABAs).

Key updates

• Registration failure reasons: The event payload now includes the registrationInfo object with detailed failure reasons. This enables real-time delivery of registration issues through a webhook, allowing you to diagnose and resolve issues without making additional API calls.
• Business portfolio ID mapping: The payload now includes the businessPortfolioId field. This allows you to map the registration to the entityId automatically created during the onboarding flow. This enhancement is particularly useful for Tech Providers using the full CPaaS X feature set.

These updates provide immediate, actionable feedback during onboarding and simplify sender registration diagnostics in WhatsApp integrations.

To see which events are available for subscription, refer to Event subscription section.

For a full overview of how subscriptions work, see our product documentation.

To see the API reference for creating a subscription, refer to the Create subscription (opens in a new tab) API request page.