Getting Started

After you have completed the prerequisites and enabled Conversations for your account, learn how to get started.

Here you will find the complete guide on how to set up the environment, create users and agents (add roles for Agents and Supervisors), queues and routing.

Make sure you have read through the section on Before Getting Started before proceeding with this section.

Product Setup

To use Conversations, configure your environment. Set up a channel and configure your senders (brand representative) so that customers can reach out to you.

Minimum prerequisites:

  • Configure channels
  • Create users
  • Create agents

Queues and routing are optional functionalities. If you just need to manage conversation threading, you can skip this section. 

  • Create queue
  • Configure conversations routing

Configure Channels

Currently, you can set up SMS and Voice calls over web interface.

Set Up SMS

  1. Buy a two-way SMS number.  In the web interface, navigate to Apps > NumbersYou will see all the numbers you currently own. Click BUY NUMBER to purchase two-way numbers.

  2. Add Conversations setup on the number.

To start using Conversations, select your purchased two-way number and click Use Conversation.

You can set it up for specific keywords placed at the beginning of incoming messages or for all incoming messages. The Use Conversation option will route all incoming messages to queues and agents. If a flow or a bot is set up for this number, the message will first be routed to them.

Find out more on how to set up automated flows for your numbers or learn how to connect external bots to agents.

Set Up Voice

To receive a call in Conversations,  purchase a Voice number and configure it for Conversations.

  1. Buy Voice number.  In the web interface, navigate to Apps > Voice . Select the number you would like to obtain.  Click BUY  to confirm the purchase. After the transaction has been completed, you will be redirected to the Numbers tab and the newly acquired number will be listed there. 

  1. Enable Conversations for this number.

To complete the conversations setup, select the number you purchased. In the configurations options side panel choose the Use Conversations action type. 

To use Flow features for your Voice communication in Conversations, then for the action type choose Use Conversations with Flow

Web and In-App Calls Setup

To enable calls over the internet, follow these steps:

  1. Create your application via the Infobip web interface.
  • Optional: configure Push for mobile
  • Define application type for Conversations use case 
  1. Set up SDKs in your application project. 

Use the following guides on GitHub.

Create and Configure Application for Conversations

Navigate to AppsWeb and In-App Calls > Applications > ADD NEW.

Then you need to fill in the application name and description, as well as all the other details requested on the page.

Configure Push

This is an optional step but using push is highly recommended if you want to place calls to users in the application.

For iOS

  • Upload APNs Certificate

  • If the certificate is encrypted you must enter the password 

For Android:

  • Enter the FCM Server API Key
Configure Application Option for Conversations

With each application you can define in which modes that application will be used. Setup options correspond to SDK method options.
App to Conversations corresponds to SDK CallConversations method in SDKs (Web, Android, iOS).
Select this option on application and use the above-mentioned method to forward calls to a Conversations agent.

Create Users and Assign Roles

There are two Conversations specific roles within the web interface:

  1. Supervisor - Supervisors have a dual role, as an Admin and an Agent. The Supervisor has access to more modules than an agent and can do the following:

    • Create agents through Apps

    • Configure queues and routes through Apps

    • Check detailed reports and insights

    • Manage any conversation or queue

    • Create automated campaigns or post conversations surveys

  2. Agent - Agents are users who can handle and manage conversations. This role does not have access to all modules.

​​To add a new agent you need to create a new user in Settings > USERS AND TEAMS, assign the Conversations Agent role to your agent and in Apps > Conversations > Agents add the user as an agent.

To add a new supervisor you need to create a new user in Settings > USERS AND TEAMS, assign the Account Manager role to them and in Apps > Conversations > Agents add this user as an Agent and mark them as Supervisor.

The new user will get an email with login data and can successfully log in to the Conversations module.

Set up Queues and Routing

Conversations routing is a process of finding the right queue for new messages from where they can be further processed.
Note that the system will create a default route which you can use for testing and then you can create different routes based on your needs.

The new message is evaluated against each route in routing and when the first route is matched, the message is added to the specified queue. If no route is matched, the message is added to a default queue.

The order of routes inside routing is important because the new message is compared to a rule in a given order in routing to find the first match.

Routing is a set of rules which determine the assignment of a new conversation to a particular queue executed in a specific order.

Route consists of a set of conditions that determine the destination queue and priority for a new conversation.

Conditions are expressions defined based on the message or customer attributes and conversations tags.


►Both queues and routes can be managed over web interface and API

►Only Supervisors can create and/or change route setup

►Customers can be defined and stored in the People module