Jasper

Last update October 14, 2026

Automation Studio

WhatsApp media carousel in Journeys and Chatbots [#whatsapp-media-carousel-automation-studio]

Journeys and Chatbots support the WhatsApp Media carousel message. Use it to show multiple products, services, or recommendations in a single message, so end users can explore and choose more easily, and you need fewer messages to share more information.

A media carousel contains 2 to 10 cards that end users scroll horizontally. Each card has an image or video header, body text, and buttons. The message body text appears above the carousel.

Key details:

• All cards use the same button type: one URL button per card, or one or more quick reply buttons per card.
• Cards are not limited to catalog items, and you do not need a Meta catalog.
• Media carousel is a different message type from the WhatsApp carousel template and is charged differently.
• You can send a media carousel only within an open 24-hour session.

For more information, see Channels in Journeys and Channel elements in Chatbots.

WhatsApp contact request in Journeys [#whatsapp-contact-request-automation-studio]

Journeys support the WhatsApp Contact request message. Use it to ask end users who chat with a WhatsApp username and hide their phone number to share their phone number. This helps you turn an anonymous conversation into a known customer, which is useful when your systems identify customers by phone number.

Enter the message text, and the Share contact info button is added automatically. You cannot change the button label because of a WhatsApp limitation. When the end user taps the button, they share their contact card with their phone number. You can send a contact request only within an open 24-hour session.

For more information, see Channels in Journeys and Request a phone number from username users.

Viber Business Messages transactional templates in Journeys [#viber-transactional-templates-automation-studio]

Journeys support Viber Business Messages transactional templates. Use them to deliver important, personalized notifications, such as order confirmations, delivery updates, payment status, and booking confirmations.

Transactional messages must use registered templates approved by Viber. This applies in all countries where Viber Business Messages is available. In the Viber Business Messages channel element, select Template as the content type and select an approved template.

Key details:

• Register templates in the web interface or over the API before you use them. You can send only approved templates.
• Transactional content is text only.

For more information, see Channels in Journeys and Use Viber message templates.

Zalo in Journeys and Chatbots [#zalo-automation-studio]

Reach followers of your Zalo Official Account (OA) from Journeys and Chatbots.

Key details:

• Journeys: Add the Send Zalo message element to send Template, Text, Image, and User Information Request messages.
• Chatbots: Use the Text, Image, File, and User Information Request elements in Chatbot sends.
• User Information Request is a form that asks the follower to share their contact details.

For more information, see Channels in Journeys and Channel elements in Chatbots.

Conversations and Inbox

Whisper coaching and barge in for supervisors [#whisper-coaching-barge-in-conversations-and-inbox]

Call monitoring now goes beyond silent listening. While monitoring a call, supervisors can step in when the call needs it:

• Whisper coaching: Speak to the agent without the customer hearing you. Use it to guide agents through objections, complex processes, or required compliance steps without interrupting the conversation.
• Barge in: Join the call as an active participant that both the agent and the customer can hear. Use it to resolve escalations, assist the agent directly, or take over the call.

Key details:

• Available to users with the Supervisor for Conversations or Supervisor for Inbox role.
• Start monitoring by selecting Listen next to a call in the Active calls table in Live analytics, then select Whisper coaching or Barge in in the call monitoring window.
• During whisper coaching, the agent sees an indicator that whisper coaching is active. If the call is recorded, the recording includes what the supervisor says to the agent.
• After barging in, all participants are notified, the supervisor becomes the host of the call, and the conversation is reassigned to the supervisor.
• Barge in is not available for calls with three or more participants, for example, during a consult.
• Whisper coaching start and end, and barge in, are recorded in the conversation Events.

For more information, see Call monitoring in Inbox and Call monitoring in Conversations.

Answer queued calls from Live analytics [#answer-queued-calls-conversations-and-inbox]

When all agents are busy or unavailable, supervisors can answer a call that is waiting in queue directly from the Active calls table in Live analytics. Calls waiting in queue show Waiting for answer instead of an agent name. Select Answer in the Action column, and the call is transferred to you.

Answering a queued call does not affect calls that you or other supervisors are monitoring.

For more information, see Answer queued calls in Inbox and Answer queued calls in Conversations.

Away messages in outbound conversations [#away-messages-outbound-conversations-and-inbox]

Away messages now also apply to outbound conversations, which are conversations that an agent starts, for example, with a template message. When the customer replies, the reply is evaluated against the working hours of the queue:

• If the customer replies outside working hours, the configured Away message is sent, so the customer receives a response even when your team is not available.
• If the customer replies during working hours, no Away message is sent.

Key details:

• With the Only if there was no interaction between customer and agent option, messages that an agent sends to start the conversation do not count as an interaction. After an agent replies to the customer, no more Away messages are sent in that conversation.
• When an automation hands over an outbound conversation to an agent outside working hours, the system first checks whether the customer has sent any message in the conversation before it applies the Away message behavior.

For more information, see Away messages in Inbox and Away messages in Conversations.

Broadcast history in Inbox [#broadcast-history-inbox]

Agents can now see messages that were sent to a customer through Broadcast directly in the Inbox conversation thread. When a customer replies to a Broadcast message, agents see the original message and understand the context of the reply without leaving Inbox.

Key details:

• Turn it on in Inbox → Settings → Basic settings → Account preferences → Show broadcast history. The setting applies to the entire account and is off by default.
• A Broadcast message is displayed if the conversation uses the same sender, the Broadcast was sent within the last 15 days, and it was sent through SMS, RCS, WhatsApp, Viber Business Messages, or Viber Bot.
• Broadcast messages appear as outbound messages with the Broadcast label. Hover over the sender number to see the channel and sender.
• Broadcast messages do not start the conversation and do not affect analytics or SLA calculations, but they are included in conversation transcripts.
• Managing the setting requires the inbox/conversations/Broadcast-history/manage permission, included in the Inbox setup role by default.

For more information, see Broadcast history.

Email

Artificial click detection [#artificial-click-detection-email]

Automated tools such as corporate email security gateways, antivirus and anti-spam scanners, and link-preview services can follow tracking links within seconds of delivery. Without filtering, this traffic looks the same as recipient clicks and inflates click-through and engagement metrics.

Infobip now checks every tracked email click against detection rules that identify non-human traffic. Clicks classified as automated are not counted as regular clicks. Instead, they are reported separately as artificial clicks (ARTIFICIAL_CLICKED).

Key details:

• Artificial clicks are delivered through the same Receive user events webhook as other email tracking events, with "notificationType": "ARTIFICIAL_CLICKED".
• To receive artificial click events, subscribe to the ARTIFICIAL_CLICKED event through the Subscriptions API or Subscriptions Management. If you do not subscribe, artificial click reports are dropped and you receive only regular click reports.
• Detection applies only to link clicks. Open tracking is not affected.
• Available for the Email channel only.

For more information, see Artificial clicks.

Bring your own IP (BYOIP) [#byoip-email]

You can now send email from an IPv4 prefix that your organization owns. Infobip announces the prefix through its network (autonomous system AS43009), and your email is sent from your own IP addresses through Infobip. BYOIP joins shared and dedicated IPs as a third IP option for email.

Consider BYOIP if you already own an IP prefix with an established sender reputation, or if you must send from IP addresses registered to your organization.

Key details:

• Only IPv4 prefixes of at least /24 (256 IP addresses) are supported, registered with AFRINIC, APNIC, ARIN, LACNIC, or RIPE NCC.
• You need a route object and a Route Origin Authorization (ROA) that authorize AS43009, and a signed Letter of Authorization (LOA).
• Infobip needs at least 2 weeks after receiving your documents to prepare the announcement. Plan a maintenance window for the cutover.
• To get started, contact Support or your Infobip account manager.

For more information, see Bring your own IP (BYOIP).

Essentials

Language and regional preferences in your user profile [#language-regional-preferences-essentials]

Users now set their own language and date and time format in Profile and preferences → My profile and preferences. These settings override the account-level defaults.

New users get the account-level default language and date and time format, which users with the Account admin role set in Account settings → Language and regional settings.

For more information, see Language and regional settings and Edit a user.

Recently searched in platform search [#recently-searched-platform-search-essentials]

The Search bar dropdown at the top of the page now shows a Recently searched list, so you can quickly return to your previous searches without typing them again. To start a new search, type a keyword or phrase in the Search bar. Autocomplete, search filters, and keyboard shortcuts work the same as before.

For more information, see Platform search. For searching conversations, see Search and filters in Inbox and Search and filters in Conversations.

Messenger

Marketing messages [#marketing-messages-messenger]

You can now send promotional content to opted-in customers on Messenger outside the standard 24-hour messaging window. Marketing messages are available through the Messenger API and Broadcast (Early Access).

Previously, promotional content could not be sent outside the 24-hour messaging window.

Key details:

• Marketing messages use a Notification Message Token (NMT) collected through an opt-in flow, separate from the Page-Scoped ID (PSID) used in standard conversations.
• Opt-in tokens are collected through in-conversation prompts or Custom Audiences. A CONSENT_UPDATE webhook returns the NMT when a user opts in.
• A campaign linking a Facebook Page, ad account, and budget is required before sending.
• Supported content types: Text, Generic (single card or carousel with buttons), and Button (web URL or postback).
• Meta enforces a rate limit of one message per 12 hours per subscription token.

For more information, see Marketing messages (Messenger). For the API request format, see Send a Messenger message in the Messenger API reference.

RCS

Interactive Session traffic split in webhooks [#interactive-session-traffic-split-rcs]

Delivery reports and Conversation Started webhooks for US Interactive Sessions now return direction-specific trafficType values. This provides clearer visibility into how session messages are classified and whether the business or end user initiated the session.

Previously, all Interactive Session messages returned a single undifferentiated INTERACTIVE_SESSION value in both delivery reports and Conversation Started webhooks, with no distinction between A2P and P2A directions.

Key details:

• Delivery reports return P2A_INTERACTIVE_SESSION for the charged message (the first message in the trigger sequence). This is the only Interactive Session value in the delivery report trafficType enum. For the full delivery report webhook payload, see the Receive RCS delivery reports API reference.
• Conversation Started webhooks return A2P_INTERACTIVE_SESSION or P2A_INTERACTIVE_SESSION in the trafficType field, indicating the direction of the message that triggered the event.
• Conversation Started webhooks return INTERACTIVE_SESSION_A2P or INTERACTIVE_SESSION_P2A in the conversation.type field, replacing the previous INTERACTIVE_SESSION value.

For more information, see US Interactive Session and Track US billing with webhooks. For the Conversation Started webhook payload, see Conversation Started webhook event (RCS over API).

Reporting

Signals savings dashboard and report [#signals-savings-reporting]

Signals reporting is now part of Analyze. The new Signals savings dashboard and the new Signals report replace the previous Signals dashboard and reports. Both use the same layout and filtering as the other Analyze dashboards and Financial reports, so you can track fraud and reconcile costs in one place.

Both show how much traffic was attempted on your account, how much of it Signals blocked, and the estimated cost savings from blocking that traffic. Use them to investigate fraud activity in a specific market or network and see its financial impact.

Key features:

• Signals savings dashboard: View blocked traffic and estimated savings for one month at a time, with a daily trend chart and breakdowns by channel, account, country, network, application, and entity. Go to Analyze > Signals savings.
• Signals report: Choose the dimensions and metrics you need, export the report as .xlsx or .csv, and schedule monthly recurring reports with finalized data for the previous month. Go to Analyze > Reports, and under Signals, select Signals savings.
• Filters: Narrow the data by account, country, and network. CPaaS X accounts can also filter by application ID and entity ID.
• Outbound traffic only: Signals does not block inbound traffic, so the dashboard and report include only outbound SMS and Voice traffic. Total attempted traffic can be lower than in reports created in the previous version.

To access the dashboard and report, you need Signals fraud protection enabled on your account or an account in your hierarchy. You also need the Analyze Manager role, plus either the Finance Manager or Account Admin role.

For more information, see Signals savings and Signals reports.

Subscriptions

Send the same event to multiple webhooks [#subscription-groups-subscriptions]

You can now deliver the same event to more than one webhook with subscription groups.

Previously, each event was delivered to one subscription, and the system rejected a second subscription with the same channel, events, and filters. To receive an event in more than one system, you had to forward it yourself. With subscription groups, you create one subscription for each destination and assign each subscription to a different group. Each group receives its own copy of every matching event.

For example, send delivery reports to your analytics platform with a subscription in the analytics group, and to your compliance archive with a subscription in the audit group.

Key details:

• Setup: Subscription group is an optional field. In the web interface, enter it in the Subscription group field on the Choose category screen. In the Subscriptions API, set subscriptionGroupId.
• One subscription per group: In each group, an event is delivered to one matching subscription, the most specific one. Subscriptions with the same channel, events, and filters can exist in different groups.
• Independent delivery: Each group has its own delivery and retry cycle. A failing endpoint in one group does not delay delivery to the other groups.
• Destination and format: Each subscription uses its own notification profile and event format, so each destination can receive the event in a different format.
• Limits: Up to 10 subscription groups per account, including the default group.
• Billing: An event delivered to more than one group is charged once.
• Existing subscriptions: Subscriptions without a group belong to the default group and work the same way as before. No action is required.

For more information, see Subscription groups and the Create subscription API reference.

WhatsApp

Country bid multipliers for max price [#country-bid-multipliers-whatsapp]

You can now adjust your max price bid for specific destination countries. Set a template bid as the default, then add a country multiplier for each market that needs a higher or lower bid. For example, bid higher in markets with lower delivery rates. You no longer need a separate template for each market.

The country-adjusted bid is the template bid multiplied by the multiplier for that country. For example, with a template bid of 1000, a multiplier of 1.2 for India results in a bid of 1200.

Key details:

• Setup: Add countryMultiplierOverrides to the optimizationSpec object when you create or update a marketing template.
• Limits: Up to 50 countries per template. Each multiplier must be greater than 0 and up to 10.
• Countries without a multiplier: A multiplier of 1 applies, so these countries use the template bid.
• Updates: Countries included in an update request are added or updated. Countries omitted from the request keep their existing multipliers. To return a country to the template bid, set its multiplier to 1.

Max price is a closed early access program. To join, contact your Infobip account manager.

To find out more about Marketing Messages API for WhatsApp, see Marketing Messages API.