Wheat

Last update September 10, 2025

What's new	Learn more
Answers	Enhancements to RCS message types More Answers elements now support timeout Configure a time window for session re-engagement reminders
Apps and Integrations	Enhanced messaging integration for Microsoft Bot Framework WhatsApp Brazilian payment button for Salesforce Marketing Cloud HubSpot CRM Card for single or template messages
Broadcast	New Broadcast analytics
Conversations	Interactive WhatsApp call button Conversation priority update Coming soon: Updated Conversations settings
Email	Dedicated IP purchasing and management
Essentials	Improved roles and permissions management
Metrics API	Channel code and capability standardization
Moments	View insights for IVR sessions Send multiple messages in a single LINE element New, enhanced Flow editor is available
People	Mask sensitive data in attributes Share contact information among multiple profiles
RCS	PDF supported in carousels and rich cards (India only)
Voice and Video	Call routing enhancements
WhatsApp	WhatsApp message interactions: New feature set Support for Meta's WhatsApp template library

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Answers

Enhancements to RCS message types

The following RCS message types have been updated:

• Audio, Image, and Video messages are now combined into a single message type - File.

• In RCS messages, when you choose the Open URL option for Suggested replies, you can now set the URL to open either in the browser or within the chat (Webview). You can also set different options for Webview.

  For more information, refer to the Suggested replies documentation.

Timeout is available in more Answers elements

In some cases, the chatbot waits for a long time for the end user to provide a response. You can configure a timeout for such situations. If the end user does not respond to your message within the specified time duration, you can choose to take actions such as directing the end user to the main menu or transferring them to an agent.

For more information, refer to the Timeout documentation.

Timeout is now supported by the following elements, in addition to those in which it was already supported:

• WhatsApp

  • Multi product
  • Single product
  • WhatsApp Flows
  • User location

• Apple Messages for Business

  • Apple form
  • Apple pay
  • Apple authentication
  • List picker
  • Time picker
  • iMessage app

Configure a time window to send session re-engagement reminders

You can now configure a time window during which re‑engagement messages can be sent. This prevents reminders from being sent during undesirable hours, such as late at night.

If the reminder cannot be sent during this time window, it is not sent.

For more information, refer to the Session re-engagement documentation.

Apps and integrations

Enhanced messaging integration for Microsoft Bot Framework

The release integrates the Messages API to allow the Microsoft Bot to use Infobip's entire suite of two-way channels covered by the Messages API.

New features

• Two-Way Omnichannel Communication Using One SDK: Ability to send and receive messages across multiple channels like WhatsApp, SMS, and Viber with all the latest features.
• Interactive Messaging: Support for interactive elements such as buttons and lists to enhance user interaction.
• Dynamic Channel Addition: Any new channel added to the Messages API can be seamlessly integrated into the Bot Framework.

Key benefits

• Comprehensive channel support: The integration will support all two-way channels available in Infobip's Messages API, including WhatsApp, SMS, MMS, Viber, LINE etc.
• Enhanced interactive features: Users will have access to advanced interactive elements such as buttons and lists for more engaging customer interactions.
• Enhanced implementation: Ideal for developers implementing Azure Bot Service in any conversational solution, enhancing customer service and engagement.

WhatsApp Brazilian payment button for Salesforce Marketing Cloud

In the Brazilian market, the demand for seamless digital payments—especially via Pix payment method—is rapidly growing. This feature introduces support for embedding a dedicated Order Details payment button in WhatsApp templates within Salesforce Marketing Cloud (SFMC).

Key benefits

• Enables direct integration of a Brazilian Pix payment button (“Order details”) into WhatsApp message templates, driving seamless customer transactions.
• Allows marketers to dynamically populate and pass detailed order and payment information (using the BRAZIL_PIX_DC method) within the message configuration in SFMC.

HubSpot CRM Card for single or template messages

This enhancement in Infobip's HubSpot Messaging integration addresses the WhatsApp 24-hour session limitation by providing a dedicated CRM card UI. The CRM card allows agents to send either a single custom message or a pre-approved WhatsApp template message to reopen conversations after the 24-hour window, without leaving the HubSpot environment. This user-friendly card empowers customer-facing teams to maintain timely, compliant WhatsApp communications, streamlining processes and reducing friction with customers.

New features

• The CRM card UI will present options to send a single custom outbound message or select from registered WhatsApp template messages.
• After selecting or sending a template, the CRM card will allow the agent to immediately follow up with a free-form message, all from a unified interface.
• Where possible, previously unsent or failed messages are reloaded in the card, so agents can easily resend intended communication.

Key benefits

• Provides a dedicated CRM card within HubSpot, allowing agents to compose and send either a single custom message or a compliant WhatsApp template message with just a few clicks.

Broadcast

New Broadcast analytics

We have introduced a new analytics experience in Broadcast, designed to provide clearer insights into campaign performance across all supported channels. This update eliminates past inconsistencies, introduces more accurate and reliable reporting, and gives you the tools to make data-driven decisions with confidence.

The previous campaign analysis was fragmented and often inconsistent, leading to discrepancies across different tools and making it difficult to draw accurate conclusions. With the new Broadcast analytics, powered by the Metrics API and aligned with Analyze dashboard components, you now have a single, unified view of campaign performance.

Key benefits

• Improved visibility into campaign performance with actionable metrics tailored to each messaging channel (SMS, Email, OTT, Voice, and more).
• Consistent and accurate reporting, leveraging Metrics API for standardized data across channels.
• Enhanced pre-launch and post-campaign views that help you assess audience reach and delivery outcomes.
• Channel-specific insights, including open-to-click ratios for Email, failover effectiveness for OTT, and hang-up reasons for Voice.

Before, campaign analytics were limited to basic stats (sent, delivered, failed), with no detailed breakdowns or advanced visualization. Now, you get richer charts, deeper metric definitions, and a consistent analytics experience across channels.

To learn more, see Broadcast campaign analytics.

Conversations

Interactive WhatsApp call button

The new WhatsApp call button lets you create an interactive message that allows customers to start a voice call directly from the chat.

Key benefits

• Customers can start a voice call instantly, without dialing a number or switching apps.
• Complex issues can be resolved faster by moving from chat to voice within the same conversation.
• Agents can trigger escalation to a call without leaving their existing workflow.

For more information, see Interactive WhatsApp call button.

Conversation priority update

Conversation priority is now easier to update. The control has been moved to the right side of the conversation panel, making it more visible and allowing you to adjust priority quickly while working on conversations.

Coming soon: Updated Conversations settings

We are updating the Conversations settings to make them clearer and easier to use.

What to expect

• A redesigned experience across all settings pages
• Simpler navigation with a clearer structure
• Easier to find features and configuration options
• Consistent design that matches the rest of the platform
• All functionalities will remain the same

Stay tuned - this update will be rolled out soon. ⌛

Email

Dedicated IP purchasing and management

This release is introducing the ability to purchase dedicated IP addresses directly through both the API and the web interface, giving you more control and flexibility over your IP resources.

This update will come in two phases:

• API availability: September 2025
• Web interface availability: October 2025

Key benefits

• Automated IP management- Programmatically purchase and remove Dedicated IPs without manual intervention.
• Greater flexibility - Manage IPs dynamically based on your business needs.
• Cost optimization - Decommission unused IPs to reduce costs and keep only what you need.

For more information, see Dedicated IP purchasing and management.

Essentials

Improved roles and permissions management

We have upgraded the permission system to make managing roles and permissions easier and more flexible.

What’s new

• Simpler setup - Assign roles and permissions more easily.
• More flexibility - Customize roles with granular permissions.
• No additional steps - Everything stays compatible with your existing setup.
• New options - Quickly assign and adjust business roles as needed.

Refer to the Manage roles and Manage users documentation for more info.

Metrics API

Channel code and capability standardization

We unified channel codes and introduced new capability flags in the Metrics API. This update simplifies reporting, ensures consistency across all channels, and supports future message types.

What's changing

• APPLECB is renamed to APPLE_MB.
• Messenger traffic is now tracked under FACEBOOK, with a dedicated capability for Messenger (support for Facebook posts coming later).
• IM is renamed to INSTAGRAM, with Direct Messaging now supported (Instagram posts coming later).
• ZALOZNS is renamed to ZALO, with two capabilities: Zalo ZNS and Zalo Follower.
• Kakao channels (Alim, Chingu, Sandgam) are consolidated under KAKAO, with distinct capabilities for each use case.
• LINELNS is renamed to LINE, consolidating Line OA and Line ON under one channel with multiple capabilities.
• Viber Business Messaging and Viber Bots are unified under VIBER, with two capabilities

Key benefits

• Unified channel codes and capability flags deliver consistent reporting and reduce errors.
• Standardized structure ensures consistency across all channels, including Voice and video.
• Future-ready design makes it easy to add new message types.

To learn more, refer to the available metrics and filters documentation.

Moments

You can now view insights for IVR sessions

If your flow contains an IVR session, you can view insights for the session.

The following are some of the key features:

• Track key metrics such as IVR completion rate, transfers, and abandonment.
• View hourly call volume and IVR usability graphs.
• Filter by date range, flow name, and call direction.

For more information, refer to the IVR insights documentation.

Send multiple messages in a single LINE element

You can now send multiple messages in a single LINE element.

When adding messages to the element, you can select a maximum of 5 messages. All selected messages are sent as parts of a single multi‑part message and are counted as one message.

For more information, refer to the Moments documentation.

New, enhanced Flow editor

EARLY ACCESS

The Flow editor has been improved to make it easier to design your flows. The following are some of the improvements:

• Use the mini map to navigate across the canvas, and go to specific sections or elements.
• Error messages are now displayed above elements that have errors, making it easier to identify issues with the flow.
• Delete and move multiple elements at the same time.
• Copy an element for reuse.

For more information, refer to the Flow editor documentation.

People

Mask sensitive data in attributes

EARLY ACCESS

You can protect sensitive information such as credit card or bank account number by masking the attributes in which the data is stored.

The values of masked attributes are displayed as asterisks (*) to all users and in all locations where they are displayed. Example: In People, other Infobip solutions, and external solutions.

For more information about the feature, refer to the Mask sensitive data documentation.

Share contact information among multiple profiles

EARLY ACCESS

Multiple profiles can now have the same contact information such as phone number, email address, or external ID.

Examples of use cases

• For the same end user, create separate profiles for customer contracts, service subscriptions, or insurance policies, where each profile has the same contact number. Flows in Moments can then use the required profile depending on the use case.
• Guardians and dependents might use the same contact information, such as phone number. In such cases, you can create separate profiles for each person but use the same contact information in each profile.

How to create shared contacts

You can create shared contacts only through the following options:

• Profile import
• People API

When you manually create or update profiles, the contact information must be unique.

For more information, refer to the Contact information documentation.

RCS

PDF supported in rich cards (India only)

You can now include PDF files in RCS rich card messages, carousel messages, and templates. This feature is currently supported only in India.

Key benefits

• Flexible content: Share documents directly in messages instead of relying only on images, videos, or GIFs.
• Better user experience: Recipients can preview the first page of a PDF directly inside the message.

This feature is available over API and Broadcast

Voice and Video

Call routing enhancements

Call routing acts as a call orchestrator, managing where inbound calls are connected. In this release, we are introducing route priortity. Each route has a unique priority number, and when multiple routes match incoming traffic, Call routing always executes the highest-priority route and customers can reorder priority numbers in the portal.

We also added support for live call rerouting When Call routing connects an inbound call over SIP trunking, the customer’s remote SIP endpoint can send a SIP Refer message to the Infobip platform to re-evaluate routes and reconnect the inbound call to another destination.

Key benefits

• Route priorities: Ensure predictable routing by always executing the highest-priority match.
• Live call rerouting: Redirect active SIP trunk calls dynamically using SIP refer requests.
• Improved UI: Reorder priorities, toggle routes, and view filters and destinations at a glance for faster management.

For more information, see our Call routing documentation.

WhatsApp

WhatsApp message interactions: New feature set

We are gradually rolling out new capabilities designed to make WhatsApp conversations more natural, engaging, and context-aware. These features are available through WhatsApp API (opens in a new tab).

What's new

• Reply-to: Maintain conversation clarity by using the new replyToMessageId field to reply directly to specific user messages.
• Typing indicator: Send TYPING_INDICATOR events to let end users know when a chatbot or agent is typing, making conversations feel more responsive and reducing drop-offs.

Coming soon

• Message reactions: Capture user reactions (emoji responses) to your messages and analyze sentiment.

To learn how to implement those features, see:

• Send WhatsApp events (opens in a new tab) (for typing indicator events)
• Send WhatsApp template message (opens in a new tab) (to see how to use replyToMessageId)

To explore all the possibilities offered, see our WhatsApp documentation.

Support for Meta's WhatsApp template library

Infobip now supports Meta's template library for WhatsApp, enabling faster creation of message templates for common utility and authentication cases, such as payment reminders, identity verification, and delivery updates.

You can browse and use pre-approved library templates in our web interface or directly in Meta's WhatsApp Manager, without needing to submit them for manual review.

Key features

• Start faster: Use ready-to-go templates instead of writing content from scratch.
• Stay compliant: Rely on pre-approved templates that follow WhatsApp best practices.
• Save time: Customize only parameters and button actions, such as URLs.

Where to access it

• Infobip web interface (opens in a new tab): Browse and register templates directly under Channels and Numbers > WhatsApp > Templates.
• WhatsApp Manager (opens in a new tab): Access the same catalog directly in Meta's tool.

For more details, see our WhatsApp template library section.

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