Fuchsia
Last update June 10, 2026
Analyze
Email deliverability center
The Email deliverability center is a new dedicated space in Analyze that gives you full visibility into your email sending performance, sender reputation, and domain health, all in one place.
The center is organized into four sections:
- Overview: High-level summary of deliverability health with key metrics and trend charts, broken down by sender, domain, IP, provider, error code, and campaign.
- Performance analytics: Free-form data exploration view for slicing data across any combination of dimensions and time periods. Group and filter data. Your filters and metrics are automatically saved between sessions.
- IP reputation: Sending IP reputation across Google Postmaster Tools, Microsoft, Sender Score, blocklist monitoring, and spam trap tracking.
- Domain reputation: Sender domain reputation, blacklist status, and spam trap hits. Verify SPF, DKIM, and DMARC authentication records.
The center also includes the Deliverability AI assistant, an AI-powered chat assistant that answers deliverability questions, diagnoses issues, and provides recommendations based on your actual sending data. Upload your email HTML for content analysis to identify spam trigger words, broken links, and other inbox placement risks.
For more information, see Email deliverability center.
Apps and Integrations
Salesforce Service Cloud messaging
EARLY ACCESSInfobip now offers a Bring Your Own Channel (BYOC) messaging integration with Salesforce Service Cloud, enabling bi-directional WhatsApp messaging and chatbot-to-agent handover through the Service Cloud Omni-Channel routing.
Key features:
- 2-way messaging: End users initiate WhatsApp conversations that appear in real time within Service Cloud messaging sessions.
- Chatbot to agent handover: Conversations started with an Infobip chatbot can be transferred to a live Service Cloud agent, with full message history imported sequentially.
- WhatsApp Templates Messaging: Agents can send approved WhatsApp templates directly from the Messaging Session page without leaving the conversation, with support for dynamic values and Salesforce placeholder insertion.
- Agentforce Service Agent support: Optionally enable AI agents to proactively initiate conversations and send the first message to end users.
- Omni-Channel routing: Route messaging sessions to queues and agents using Omni-Flow and presence configurations.
For more information, see the Salesforce Service Cloud messaging documentation.
Billing Usage API
Programmatic, invoice-aligned cost data on demand
Before this API, customers had two realistic paths to programmatic cost access: scheduled batch report exports with fixed cadence and no on-demand access, or reading the price field from delivery reports as a cost proxy. Neither worked well: batch exports arrived too late for live integration, and DLR prices are provisional and often don't match the finalized invoice.
The Billing Usage API solves both. It gives you on-demand access to the same data behind your Infobip invoices: aggregated, accurate, and ready to pipe directly into your own reporting systems, dashboards, or reconciliation logic.
Key features:
- Invoice-aligned data: Costs always match your invoice. No provisional DLR prices, no estimates.
- 23 aggregation dimensions: Slice costs by country, channel, sender, campaign reference, WhatsApp template, and more, in any combination.
- Multi-tenant cost attribution: Filter and aggregate by application ID and entity ID for per-tenant cost breakdowns. The primary use case for CPaaS X customers building chargeback or per-client billing.
- Finalization control: Set
includeUnfinalizedData: falseto query finalized billing periods only and exclude current-month provisional data. - Rolling 3-month window: Query the current month and up to two prior calendar months.
- AgentOS support: AgentOS traffic costs are included. Fees are not covered.
For more information, see Billing Usage API.
Conversations and Inbox
TikTok Business Messaging in Conversations and Inbox
TikTok is now available as a messaging channel in Conversations and Inbox. Agents can handle TikTok Business Messaging directly from the Infobip web interface without building custom API integrations.
- Conversations are always initiated by the customer. Agents cannot start a TikTok conversation.
- Agents can send and receive text and image messages. Customers can also send share posts from other TikTok creators.
- Each conversation is limited to 15 agent replies within a 48-hour window from the customer's last message.
- When a conversation originates from a TikTok Direct Messaging Ad, the agent panel displays a Find last ad link for immediate context.
To set up TikTok, connect your TikTok Business Account to Infobip first.
For more information, see TikTok in Conversations or TikTok in Inbox.
WhatsApp templates with rich content in Conversations and Inbox
Supervisors can now create WhatsApp templates directly in Conversations and Inbox for use during ongoing customer conversations, within the 24-hour session window. These templates support a wider range of content types:
- Text, image, video, audio, document, sticker, location
- List message, CTA URL button, reply button, location request
- Automatic placeholder mapping from People attributes, so customer data such as names, order numbers, and account details is populated automatically without agents having to enter it manually
Each template can be scoped to specific queues and set with a time validity period so it only appears to agents during a defined window, for example, a seasonal campaign.
For agents, the template picker in My Work has been redesigned with template preview, improved filtering, and a recents list for faster template discovery.
For more information, see WhatsApp templates with rich content in Conversations or WhatsApp templates with rich content in Inbox.
Export conversation transcripts as PDF
You can now export conversation transcripts as PDF files in addition to the existing .txt and .xlsx formats. This gives supervisors and authorized users a portable, professional-format document for audit, escalation, and compliance workflows.
Each exported PDF is named by conversation ID and includes the following information:
- Message timestamps
- Conversation status
- Channel
- Short ID or ticket ID (if available)
- Customer contact
- Assigned agent
- Full message history with sender information
- Date and time of export
Existing download permissions control access to transcript download.
For more information, see Bulk actions in Conversations or Bulk actions in Inbox.
Separate permission for conversation unassignment
A new permission is now available in Conversations and Inbox that separates the ability to unassign conversations from the ability to assign them. Previously, both actions were bundled under a single assignment permission (conversations/allow-assignment in Conversations, inbox/conversations/allow-assignment in Inbox), which prevented organizations from independently controlling who could assign versus unassign conversations.
The new dedicated unassignment permissions are conversations/allow-unassignment for Conversations and inbox/conversations/allow-unassignment for Inbox.
- Users with only the assignment permission can assign conversations, but cannot unassign them.
- Users with only the unassignment permission can unassign conversations but cannot assign them.
- Users with both permissions can perform both actions.
Existing users who had the assignment permission automatically receive both permissions to maintain backward compatibility.
For more information, see Permission-based access in Conversations or Permission-based access in Inbox.
SMTP response now included in Email delivery reports
When an email delivery fails, the delivery report (DLR) now includes the raw SMTP response from the receiving mail server. This gives you the exact reason a message was not delivered, helping you distinguish between hard bounces, policy rejections, spam blocks, temporary deferrals, and configuration issues.
- A new
smtpResponsefield is now included in email delivery report payloads via API and webhooks. - The field contains the raw SMTP response code and message from the receiving mail server.
For more information, see Email API delivery reports and the Receive Email delivery reports (opens in a new tab) API reference.
Automated disaster recovery now available in Europe
Automated disaster recovery and traffic balancing for email is now available for customers in the Europe region. Previously available only in North America, this expansion means European customers now benefit from active-active traffic distribution across two data centers, with automatic failover if one location experiences issues.
- European customers with dedicated IPs have been provisioned with an additional sending IP from a second data center location at no extra cost.
- New sender domains are automatically enrolled in disaster recovery from the point of creation.
- Traffic is now distributed across two data centers, with automatic rerouting if one becomes unavailable.
If you use a custom SPF record
If you manage your own SPF record and have Infobip sending IPs listed explicitly, you must update your SPF record to include the new IP addresses assigned to your account. Contact Support (opens in a new tab) if you are unsure which IPs to add.
For more information, see Disaster recovery.
RCS
US Interactive Session billing
US Interactive Session is a new billing model for conversational RCS senders and agents in the United States. An interactive session starts when a sender and end user exchange at least 4 messages (2 from the end user, 1 from the business, and the fourth from either side) within 24 hours. Messages can occur in any order.
Once triggered, a 24-hour window opens from the first of those 4 messages. The first business message in the window is charged; all subsequent messages within the window are free. If the criteria are not met, messages are billed individually as Rich or Rich media messages.
Key differences from global billing:
- Non-directional: uses criteria-based triggers instead of directional A2P or P2A conversation models
- Available only for conversational senders and agents in the United States
For more information, see US billing types.
Voice and Video
Authenticated SIP trunk type
You can now connect Infobip voice to external AI platforms using the new Authenticated SIP trunk type. Authenticated trunks use DIGEST and header-based authentication to connect to platforms such as ElevenLabs, Retell AI, and Vapi.
Previously, Infobip SIP trunking supported static and registered trunks for connecting PBX or SBC infrastructure only.
Key features:
- Connect Infobip voice to AI platforms with DIGEST and header-based authentication
- FQDN-based connectivity with TLS/SRTP encryption
- Dedicated setup guides for ElevenLabs, Retell AI, and Vapi
For more information, see Set up a SIP trunk.
Generative TTS voices and new STT provider
Text-to-Speech capabilities have been expanded with 560 new generative voices from Google Chirp 3 HD and Deepgram, bringing the total to 960 voices across 77 languages and dialects covering 52 base languages. Unlike standard and neural options, generative voices deliver the highest natural and human-like audio quality. Generative voices are charged per character, with rates varying by provider.
Key features:
- 560 new generative voices from Google Chirp 3 HD and Deepgram
- 960 total voices across 77 languages and dialects
- Deepgram Flux model added as a new Speech-to-Text provider
- Choose between Microsoft, Google, or Deepgram for speech transcription
- Microsoft is the default provider when none is specified
- Speech transcription billing updated from 60/60 to 1/1 per-second increment
For more information, see Speech languages.