Last update May 25, 2023
Generate unique order IDs to track end users' orders.
Get WhatsApp referral information.
Bringing Macros to new conversations.
Persistence when switching between All Work and My Work.
Introducing Call time-out configuration.
Improvements and innovations in mobile Call controls – Transfers:
Redesign of existing transfer call to another agent (improved UX/UI)
Blind transfer of a call to another queue
Blind transfer of a call to external number
Bringing Workflow updates.
| Messages API
RCS, Viber, and WhatsApp Templates added to Messages API
| SMS US Sender Registration
Updated US Sender Registration App
| Apps and Integrations
Exchange Chatbot Tools integration
| Two-factor (2FA) Authentication
New endpoints and features to enable 2FA PIN codes to be sent via Email
Track orders through unique order IDs
When an end user uses Apple payment to purchase your product or service, you can generate a unique ID for the order. Use this order ID to track the order from the beginning of the ordering process to the time the payment is done. Each time the end user edits the order, you can generate a new order identifier.
For more information, refer to the Apple Pay documentation.
Get WhatsApp referral information
Get WhatsApp referral information when end users use WhatsApp call-to-action buttons in your Facebook ads or posts to contact your chatbot.
Use fixed attributes to receive and store the referral information.
- Use the sourceType fixed attribute to identify whether the end user contacted the chatbot through a Facebook ad, a Facebook post, or a different entry point.
- Use the sourceId fixed attribute to obtain the unique ID of the Facebook ad or post.
- Use the sourceUrl fixed attribute to obtain the URL of the Facebook ad or post.
You can then use the referral information to do actions such as routing conversations based on entry point, saving the referral information in People, and obtaining analytics about the entry points.
For more information, refer to the Fixed attributes and Get WhatsApp Referral Information sections.
Macros in new conversations
This feature is released as Early Access.
Macros are now available for the creation of new conversations to automate repetitive tasks, simplify complex workflows, and increase productivity.
Bringing a better user experience when switching between the All Work and My Work tabs by saving the page state (pagination, scroll, conversation position, filter, sort) on All Work.
Call time-out configuration
Call center supervisors can configure the custom behavior and set call time-out for calls to have full control of the system behavior.
These features are released as Early Access, as they do not have related metrics. We plan to bring these in the near future.
With this release, we are implementing the following features to the Calls experience on mobile:
This release brings updates to the Workflow by introducing a new 'Conversation in status waiting for' trigger and 'Call API' action.
RCS, Viber, and WhatsApp templates added to Messages API
This month, we added two more channels to the Messages API. You can now use RCS and Viber with Messages API alongside the existing SMS, MMS, and WhatsApp channels.
Additionally, we are pleased to announce that you can now use WhatsApp templates as a message type in your communications using Messages API.
If you'd like to access Messages API, please speak to your Infobip account manager for more information.
SMS US Sender Registration
The US Sender Registration App documentation now includes extended information about Brands and Campaigns, plus a detailed Campaign flow that illustrates the journey to go live.
For more information, see US Sender-Registration App.
Apps and Integrations
Chatbot Tools is a new app that includes the Geolocation Distance Calculator and File to Base64 functions. Chatbot Tools is a free integration that enables you to enhance the chatbot experience:
- Using the Geolocation Distance Calculator, provide destination information to your customers, for example, to send the nearest location based on the customer's current spot
- Using the File to Base64 encoder, seamlessly convert media files, for example, photos or scans from a customer conversation, into a Base64-encoded format to store in your databases
For more information, see Chatbot Tools.
Two-factor (2FA) Authentication
Email channel available on 2FA Service
Email is a new channel for two-factor authentication (2FA) that expands the options for authentication and gives customers more choice for how they receive verification codes. Users can select the option that suits their preferences or availability and choose either SMS, Email, and Voice for secure authentication.
The benefits that the email channel provides are:
- Users can quickly receive authentication codes without a mobile access device because email is a widely-used channel
- Users are comfortable providing their email addresses
When authenticating a login, many websites give multiple options, including email, to receive PIN codes. You can now deliver 2FA PIN codes by email so that your end-users have more options for receiving PIN codes.
For more information, see Using 2FA Service with Email.