Bismuth
Last update February 11, 2026
| What's new | Learn more |
|---|---|
| Conversations | Warm call transfer Live analytics - Calls table Permission-based system in Conversations Viewer role in Conversations WhatsApp registered media templates in Conversations |
| Active email storage (logs/reports) Sensitive data masking and PDF attachment encryption | |
| Essentials | Update to Custom role permissions |
| RCS | Typing indicators and read receipts for outbound messaging Excluded carriers in RCS sender management |
| WhatsApp interactive media carousel messages now available over API |
Conversations
Warm call transfer
EARLY ACCESS
This feature is released as Early Access.
This release introduces warm call transfer, which enables agents to stay connected during a call transfer and brief the receiving agent before handing over the customer. This improves context sharing, reduces customer repetition, and leads to faster resolutions and better collaboration between agents.
For more information, refer to the Warm call transfer documentation.
Live analytics – Calls table
EARLY ACCESS
This feature is released as Early Access.
Live analytics is now extended with a detailed Calls table view, giving contact center managers real-time visibility into individual active calls.
Managers can monitor agent assignments, track call durations, understand call distribution across queues and topics, and take informed actions based on automatically refreshed, up-to-date call information.
Refer to the Active calls section for more information.
Permission-based system in Conversations
Conversations is transitioning from role-based access to permission-based access. This enables more precise and flexible user access management, improves security, and better supports complex and evolving access requirements.
Key benefits
- Finer-grained access control: Permissions are assigned at the individual level, allowing precise control over user actions.
- Flexibility and customization: Combine permissions as needed instead of relying on predefined roles.
- Improved security and compliance: Limit users to only the permissions they require.
- Support for complex user scenarios: Scope permissions to specific features in Conversations.
Learn more about permission-based access in Conversations.
Viewer role for Conversations
The Viewer role is a new, view-only role that does not require a seat. Users with this role cannot be assigned to conversations and can view only conversations in the queues to which they are assigned.
What viewers can do
- View all tickets and conversation histories in assigned queues
- View conversation metadata, such as tags, priority, and status
- Navigate predefined and custom views in All Work shared with their assigned queues
- Search conversations in All Work within assigned queues
- Add internal notes to tickets
What viewers cannot do
- Modify ticket properties, including status, priority, or tags
- Send messages or interact with customers
- Assign agents or manage queues
- Assign conversations to themselves
WhatsApp registered media templates in Conversations
CLOSED EARLY ACCESS
This feature is released as Closed Early Access.
Registered WhatsApp templates now support additional content types under Text and Rich Media, including:
- Image
- Video
- Document
- Location
- Quick reply
- Call button (WhatsApp call)
- Click-to-URL button
Exception: URL buttons that contain a dynamic part of the URL are not supported.
Key benefits
- Send rich WhatsApp messages using images, videos, documents, and interactive buttons.
- Respond faster with automatic People data population in template placeholders, such as customer names, order numbers, and account details.
- See only relevant templates through queue-based filtering and time-based availability, reducing clutter from seasonal or department-specific templates.
- Quickly find templates using the redesigned modal with improved filtering, previews, and recent-template tracking.
Learn more about WhatsApp pre-registered rich media templates.
Active email storage (logs/reports)
EARLY ACCESS
This feature is released as Early Access.
Active email storage provides self-service, on-demand access to your email content directly through the Infobip web interface. Messages are securely retained for a configurable period (3 months by default), with the option to extend retention up to 3 years.
Designed for short-term operational needs, active email storage provides immediate access to complete .eml files, including HTML, placeholders, and attachments, ensuring quick visibility into email content.
Active email storage is intended for use cases that require immediate access to emails, such as:
- Real-time monitoring
- Customer support
- Internal reviews
For more information, refer to the Active email storage documentation.
Sensitive data masking and PDF attachment encryption
Protect confidential or regulated information by masking sensitive data in email content and encrypting PDF attachments with passwords. Prevent full exposure of sensitive values, preserve data formatting, and support security, privacy, and compliance requirements.
Configured through the API (opens in a new tab) and applied dynamically at send time, these security features work with both Infobip web interface and API sending methods without requiring template changes.
Sensitive data masking
- Partially hide confidential data using configurable rules applied to placeholders.
- Mask personal identifiers (CPF, SSN, PINs), email addresses, phone numbers, physical addresses, and any dynamic placeholder value.
- Full masking capabilities and configuration options are available under placeholdersMasking (opens in a new tab).
- Recipients see masked version with sensitive information protected but context preserved (for example, CPF: ..***‑23, phone: (xx) xxxx‑7890, email: *******@gmail.com).
Password protected PDF attachments
- Encrypt PDF attachments before delivery with passwords to prevent unauthorized access.
- The password is defined during attachment upload through API (opens in a new tab) (attachments > binary > password) and must be entered by the recipient to open the document.
- The password is never exposed in the email body, headers, or attachment metadata, ensuring only the intended recipient can access the protected content.
For more information, refer to the Email specifications documentation.
Essentials
Update to Custom role permissions
You can now import permissions from existing roles when creating or editing custom roles, simplifying role-based access setup across your account.
This improvement to the custom role creation feature eliminates the need to manually search through and select individual permissions. Instead, you can use existing roles as templates, copying their permission sets and then adjusting as needed during or after creation.
Key features
- Fewer errors: Template-based approach minimizes misconfiguration risks when defining role permissions.
- Faster setup for administrators: Import permissions from predefined or existing roles instead of manually searching and selecting individual permissions.
- Simplified SSO integration: Easier setup and configuration of roles created through single sign-on workflows.
For more information, refer to the Import permissions into a custom role documentation.
RCS
Typing indicators and read receipts for outbound messaging
Sender agents can now send typing indicators and read receipts to end users during RCS conversations, enabling more natural and responsive messaging experiences.
Previously, typing indicators and read receipts were only received from end users. With this release, sender agents can also send these events to end users.
Key features
- Send read receipts to confirm that a message has been seen by the sender agent.
- Send typing indicators to show when an agent or chatbot is composing a response (displays for 5 seconds).
- Works on both iOS and Android platforms.
- Free of charge with no additional costs.
- Ideal for chatbot scenarios and support conversations to maintain engagement during response delays.
- API-only functionality.
For more information, refer to the RCS typing indicator events API (opens in a new tab) documentation.
Excluded carriers in RCS sender management
Clients can now exclude specific carriers when submitting RCS sender launch requests, providing greater control over routing and costs.
Key features
- Exclude specific providers when requesting RCS sender launches through the API.
- Greater control over routing decisions and cost management.
- Fetch available providers using the Get RCS Available providers (opens in a new tab) endpoint.
- Useful for managing provider-specific costs and selective network targeting.
- Available through the API first with UI support coming soon.
For more information, refer to the RCS sender management documentation.
WhatsApp interactive media carousel messages now available over API
You can now send interactive media carousel messages over the WhatsApp API (opens in a new tab).
Media carousel messages allow you to send a horizontally scrollable set of 2 to 10 cards within a single message. Each card can include:
- An image or video header
- Custom body text
- A call-to-action button (URL or quick reply)
This enables you to create rich, swipeable message experiences that are not limited to product catalog items. Each card can contain its own content and button configuration.
Key features
- Messages can be delivered only withing the 24-hour customer service window.
- A Meta product catalog connection is not required.
- All cards in a carousel use the same button type (
URLorQUICK_REPLY).
For more details, refer to the Media carousel message and the API reference (opens in a new tab).
WhatsApp Payment API now supports Payment Links in Brazil
Previously, the API supported only Pix and Boleto. With this update, you can use three payment methods:
- Pix
- Boleto
- Payment Links
You can enable up to two payment methods at the same time.