Xylophone

Last update October 8, 2025

AI hub

Additional analytics is available for AI assistants

The analytics for AI assistants now includes the following information for each message:

• content_filter_results: Shows the results of the content filter. This information includes categories that were triggered, their severity levels, and the action taken by the assistant.
• latency: The time taken by the AI assistant to generate the response.

For more information, refer to the AI analytics documentation.

Analyze

Financial reports: Redesigned and now generally available

The new Financial reports in Analyze introduce a modern, flexible way to view and understand your communication costs. Reports are now customizable, standardized across channels, and aligned with Infobip’s billing model.

Key updates

• Dedicated financial reports section within Analyze: Financial reports now have a separate section for clearer navigation and focus.
• Custom grouping and filtering by account, user, sender, country, network, application, and entity: Build reports tailored to your business and reporting needs.
• Operator fees (for U.S. customers) and other cost components now clearly itemized: See detailed breakdowns of carrier fees and other expenses.
• Consistent structure across channels for easier comparison: Unified layout helps analyze costs across SMS, WhatsApp, RCS, Email, and more.
• Cross-account visibility for finance and account managers: View aggregated costs across multiple accounts within the same company.
• All reports use UTC to align with invoices: Ensures time and cost data match your billing cycles.

Get started: Use financial reports

Compare with previous reports: See what is changing

Explore all fields: View column reference

Conversations

Updated information architecture for Conversations settings

As part of the October release, we are introducing a new information architecture for Conversations settings to make navigation and configuration management more intuitive.

Key updates

• Redesigned layout across all settings pages
• Simplified navigation with a clearer structure
• Easier access to features and configuration options
• Consistent design aligned with the rest of the Infobip platform
• Tags and Templates are now located under Settings

All existing functionalities remain unchanged; only the layout has been improved.

Check out the updated Conversations setup here.

Call-based automation triggers

You can now automate workflows based on inbound and outbound call events using call-based automation triggers. This capability enables contact centers to automatically perform actions such as logging calls, creating tickets, or sending follow-up messages, reducing the need for manual intervention.

Check the available triggers here.

CPaaS X

Subscriptions: Event format selection available for SMS and MMS

You can now control how event data is delivered to your webhook by selecting event formats when creating or editing subscriptions. For now, this is available only for SMS and MMS.

• Each channel has a default format applied automatically.
• For SMS and MMS channels, you can now choose from multiple static formats or use the adaptive subscription format, which matches the API you used for sending.
• Format selection is available in both web interface and the API.
• If no format is specified in the API request, the system automatically assigns the default format for that event and channel.

Web interface

Use Developer Tools > Subscriptions Management to edit an SMS or MMS subscription and select a format on the Select events screen.

API

Specify the format field inside the events object.

{
  "events": [
    {
      "event": "DELIVERY",
      "format": "delivery.sms.v3.json"
    }
  ]
}

For details and the list of available event formats for SMS and MMS, see the Event format assignment page.

Moments

Manage flows based on the values of list properties

You can now manage flows based on specific values of list properties.

The following are some of the use cases:

• Segment audience based on specific values of list properties. Use this feature in the Segment audience element. You can create rules where Any item in the list or for All items in the list match specific values of the selected list properties.

• Trigger or pause a flow if a list property has a specific value. Example: Follow up with the end user after they purchase a specific product.

  Use this feature in the following:

  • Triggers such as Change in People profile, Date or Time, and People real-time event
  • Functions such as Wait for Change in People Profile and Wait for a date.

  You can create rules where Any item in the list or All items in the list match the specified criteria.

Numbers and compliance

Number purchase request updates and cancellations over web interface and API

The number purchase process in the Infobip web interface and Resource Request API now supports updating and canceling requests.

You can edit or cancel number purchase requests directly through the web interface or API, depending on the current request status. You will also be able to view feedback from the Infobip Registrations team related to your request.

These actions are available only for specific request statuses to maintain process consistency and data accuracy.

Refer to the Numbers, Manage My requests, and Request resources documentation for more information.

People

Use People API to auto-create profiles based on events

Profiles can now be automatically created from events. If you send an event for a person identifier that does not exist in People, a new profile is created using that identifier.

To enable this feature, set the createPerson parameter to True in the API request.

For more information, refer to the Send event (opens in a new tab) endpoint documentation.

Voice and Video

Call routing: Expression language and traffic simulator

SIP destinations in Call Routing previously supported only fixed usernames and custom SIP headers. With this release, you can now define dynamic values based on inbound call from and to fields, and apply simple transformation functions (for example, removing the first character).

New features

• Dynamic SIP values: Define SIP usernames and headers based on inbound call context.
• Transformation functions: Apply simple transformations (for example, remove the first digit).
• Traffic simulator: Test which route will be executed based on inbound traffic characteristics, without using live traffic.

Key benefits

• Flexible SIP signaling: Adapt SIP headers and usernames to match downstream system and carrier requirements.
• Reduced manual setup: Minimize static configuration through dynamic rules.
• Safe validation: Verify routing logic before deployment with the traffic simulator.

For more information, see our Call routing documentation

IVR API: Enhanced AMD action

A new advanced machine detection (AMD) action has been added to the IVR API, giving developers more control over how machine detection is performed.

New features

• End-of-message detection: Configure detection of message endings.
• In-call actions: Define actions to run during machine detection, such as playing an audio file.

Key benefits

• More detection control: Fine-tune how machine detection is performed.
• Flexible call handling: Adjust in-call behavior during machine detection.

For more information, see our IVR over API documentation.

IVR variables

With this release, IVR scenarios support variables that let you store and use information such as caller details, API responses, or collected input—making call flows more dynamic and flexible.

New features

• Set variables: Pass variables when launching outbound IVR or update them during calls.
• API and input capture: Store API responses, DTMF, or speech input as variables.
• Implicit variables: Access built-in values such as caller number, destination, and call start time.
• Action variables: Use special variables created by actions (for example, API response codes).

Key benefits

• Personalized calls: Use variables to greet callers by name or adapt responses dynamically.
• Better integrations: Connect IVR scenarios with external systems through variable passing.
• Improved control: Track call context and automate decisions without manual setup.

For more information, review our IVR variable documentation.