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Last update November 12, 2025

Analyze

Improved accuracy for Email delivery metrics

We have improved he accuracy and consistency of email delivery metrics across the Metrics API, Broadcast analytics, and the Email dashboard in Analyze.

This update refines how key delivery metrics are calculated, ensuring that data displayed in dashboards and retrieved through the API follows the same logic.

What's new

• Dropped (TOTAL_DROPPED_COUNT) is calculated as total traffic minus delivered, bounced, retried, and pending messages instead of excluding only felivered and bounced.
• Total accepted traffic (TOTAL_ACCEPTED_TRAFFIC_COUNT) is calculated by combining dropped, delivered, bounced, retried, and pending messages instead of just dropped, delivered, and bounced.
• Total sent (TOTAL_SENT_TRAFFIC_COUNT) is calculated by combining delivered, bounced, and retried messages instead of just felivered and bounced.

Key benefits

• Retries and pending message states are now accurately represented in delivery statistics, improving overall data accuracy and transparency.
• Metric values are fully aligned across the Metrics API, Broadcast analytics, and Analyze dashboards.
• Developers and analysts can rely on consistent data between API responses and web interface dashboards.
• Campaign managers gain a clearer understanding of delivery performance and system handling across their email campaigns.

To learn more about the available metrics for email traffic, see Email dashboard.

Expanded multi-channel analytics in Analyze dashboard

The Analyze dashboard now supports additional messaging channels, providing a unified and comprehensive view of your communication performance across multiple platforms.

You can now also track and compare engagement for Apple Messages for Business, Messenger, Instagram DM, Telegram, Viber BM, KakaoTalk, LINE, and Zalo, all within the same dashboard.

Key benefits

• Now you can gain visibility into performance for the following channels: SMS, MMS, WhatsApp, Email, RCS, Viber BM, Voice and Video, Apple Messages for Business, Messenger, Telegram, Instagram DM, Kakao, LINE, and Zalo.
• Compare engagement and delivery metrics across different messaging platforms to identify optimization opportunitiues.
• Use enhanced data filtering and dashboard customization to focus on key insights and improve reporting workflow.

For more details, see New Analyze dashboard.

Daily aggregation added to Financial reports

The Financial reports feature now supports daily data aggregation, in addition to existing monthly view.

This enhancement provides more granular insight into daily cost and traffic consumption, allowing for better financial tracking and operational analysis. Previously, financial reports provided aggregated cost data only at the monthly level, which limited insight into day-to-day variations. The introduction of daily (UTC-based) aggregation gives customers greater flexibility to analyze spending, spot irregularities, and align financial metrics with operational performance and campaign activity.

What's new

• Daily aggregation now available in addition to monthly view.
• All daily data is presented in UTC.
• Reports can be viewed or exported with data aggregated per day for enhanced analysis.

Key benefits

• Track day-to-day fluctuations in cost and message volumes.
• Identify trends and anomalies more easily for improved oversight.
• Align daily spend data with other analytics or financial tools for cross-functional analysis.
• Increase transparency and control over financial reporting and cost monitoring.

For more details on financial reports, see Understand financial reports and the relevant subpages.

AI hub

New AI gamification tool - Augmentation

Use AI-powered gamification tools to create interactive, game-like experiences that engage end users and collect useful data.

Augmentation is Infobip's new gamification tool that makes lead collecting a fun, competitive experience. Instead of filling out forms, end users play a game and compete for a high score. To participate, they provide basic information such as name and company, which is saved in People for lead generation.

Augmentation uses the camera on the end user's device to create an augmented reality (AR) environment. When users move through their surroundings, branded 3D items such as company logos are displayed on their screen as if placed in the real world. End users collect these items by tapping on them. When all items are collected, AI evaluates their performance based on speed and accuracy.

For more information, refer to the Augmentation documentation.

The Vocalize gamification tool is now available for all users

Vocalize is an AI-powered voice gamification tool in which end users repeat a configured phrase by following specific instructions. The more closely their response matches the instructions, the higher their score.

For more information, refer to the Vocalize documentation.

Answers

Improvements to Component builder

The following are improvements to the component builder:

• Create component from chatbot: You can now create a new component from dialogs in an existing chatbot.
• Start dialog block: When you create a new component, it automatically includes a dialog that contains the Start dialog block. Use this dialog block to specify the input attributes.
• Exit element: The Return result element is now called the Exit element. You can specify output attributes in this element. The output attributes that you select in one Exit element are used across all Exit elements in the component.
• Simulator: When you test a component in the simulator:
  • You can specify the values of the input attributes before you start the simulation.
  • In the right panel, you can see the values of the input and output attributes.

For more information, refer to the Components documentation.

Typing indicator is now displayed in WhatsApp chatbots

During a conversation with the end user, if the chatbot is generating a response, a typing indicator (three dots) is now displayed.

This feature is enabled by default.

For more information, refer to the WhatsApp typing indicator documentation.

Answers Copilot feature is discontinued

The Answers Copilot feature is discontinued from 12 November 2025.

Broadcast

Viber Bot: New channel available in Broadcast

You can now create and send messages through Viber Bot directly from Broadcast, using the same unified editor available for other channels. This enhancement enables richer messaging options and improved audience targeting through People.

Key benefits

• Launch campaigns through Viber Bot in addition to existing Broadcast channels.
• Send rich message types: text, image, video, file, contact, location, carousel, and URL.
• Reach only opted-in users, leveraging Viber Bots user IDs.
• Use a consistent creation flow, identical to other Broadcast channels.

How it works

• Messages are sent to Viber Bot user IDs, not phone numbers.
• A Viber bot user ID is automatically created and stored in People when a user interacts with your Viber Bot.
• To send messages through Broadcast, build your audience in People or import users who already have valid Viber Bots user IDs.
• Messages can be sent only to profiles with active valid Viber Bot user IDs.

For more details and message requirements, see Viber Bot over Broadcast.

Zalo (ZNS): Simplified template selection in Broadcast

Creating Zalo (ZNS) campaigns in Broadcast is now faster and more intuitive. Instead of manually entering template IDs, you can browse, select, and fill in approved Zalo templates directly within the Broadcast editor.

Key benefits

• Simplifies campaign setup by automatically fetching approved Zalo templates.
• Removes the need to memorize and manually input template IDs.
• Speeds up campaign creation and lowers dependency on documentation or support.

How it works

When creating a Zalo campaign in Broadcast:

1. Select your Zalo sender and recipients.
2. Choose Select to create content to open the content preview editor.
3. Browse and select a pre-approved template for your Zalo Official Account.
4. Fill in required parameters, such as names, promo codes, or dates, and preview the message before sending.

For more details on the sending flow, see Zalo over Broadcast.

RCS: Dynamic calendar dates in Broadcast

You can now define dynamic calendar dates when using the Create calendar event suggested action in RCS Broadcast campaigns.

This enhancement allows you to personalize event times for each recipient without updating templates manually.

Key benefits

• Dynamic personalization: Use placeholders or campaign variables to automatically populate calendar start and end times per recipient.
• Reusability: Reuse templates for recurring or date-based campaigns without editing event times.
• Efficiency: Reduce manual setup effort and ensure date accuracy across campaigns.

How it works

When configuring the Create calendar event suggested action for RCS in Broadcast, you can now choose between:

• Static: Manually select a fixed start and end date/time.
• Dynamic: Use placeholders that are automatically resolved for each recipient based on audience or campaign data.

For more details, see Create a calendar event.

For a step-by-step guide on how to send RCS messages in Broadcast, see RCS over Broadcast.

RCS: URL validation for Open URL actions

Only supported URL schemas are now accepted for Open URL actions in RCS messages.

This update ensures that all links comply with RCS standards and prevents message delivery issues caused by unsupported link format.

Key benefits

• Standards compliance: Supports only http:// and https:// URL schemas, as defined by RCS specifications.
• Reliability: Eliminates configuration errors that could cause messages to fail.
• Improved message quality: Ensures a consistent, secure user experience across devices.

For more details, see Open URL.

Conversations

Automatic queue failover

This release introduces support for failover queues. When a queue reaches capacity and no agents are available, conversations can now be automatically:

• Redirected to another queue with available agents, or
• Routed to a specified external phone number.

These routing rules are fully configurable in the Waiting strategy setting, helping reduce customer wait times and improve assignment efficiency.

For setup details, see Create a new waiting strategy for messaging channels and Waiting strategy for calls.

Missed call handling

This release introduces a new configuration option in the web interface that determines how conversations created from missed calls are handled. You can now choose whether these conversations close automatically or remain open, giving you full control and eliminating the need for developer involvement.

For more info, see Missed call handling.

Automated disposition filling with AI

We’re introducing a meaningful enhancement: automated disposition filling using AI. Instead of relying on manual agent input, Conversations managers can now configure dispositions to be automatically applied at the start or end of a conversation, based on specific status changes. This reduces manual workload, improves reporting consistency, and speeds up conversation handling.

For more info, see Fill forms with AI.

WhatsApp typing indicator

From this release, a typing indicator is displayed during WhatsApp conversations, allowing both human agents and chatbots to show when they are composing a response.

Learn more about WhatsApp in Conversations.

CPaaS X

Subscriptions: More event formats available across channels

You can now select from an extended list of event formats when creating or editing subscriptions.

This update expands format availability beyond SMS and MMS to include Blocklist, Open Channel, Mobile identity, Apple Messages for Business, and Facebook.

• Each channel continues to have a default event format applied automatically.
• You can now choose from additional 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

On the web interface (opens in a new tab), go to Developer Tools > Subscriptions Management, edit an 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 a complete overview of all supported formats, see the Event format assignment page.

Email

DNS records improvements

This release introduces multiple updates to the DNS records we provide:

• A and MX records are now mandatory
• SPF records include only IPs used by the envelope-from domain
• Rotating DKIM keys
• Automatic DNS record verification (manual validation remains available)
• Link tracking CNAME is shown only when link tracking is enabled
• Clearer highlighting of DNS configuration errors

Refer to the DNS records section to learn more.

Email list quality preview

This release introduces a new feature that automatically analyzes uploaded recipient lists before sending a campaign to multiple email addresses. The preview validates a statistical sample of the list, providing an estimated assessment of deliverability and risk. Results reflect the average quality of the full list and help determine whether full bulk validation is needed.

Refer to the Email list quality preview section to learn more.

Live Chat

People tracking SDK in Live Chat

The People tracking SDK brings People web SDK (opens in a new tab) functionality into Live Chat. It tracks user activity on websites with Live Chat and maintains a unified person profile across sessions, enabling consistent tracking and deeper insight into customer behavior.

For more info, see People tracking SDK in Live Chat.

Messages API

Feature parity: Apple Messages for Business and WhatsApp inbound reactions

The Messages API now offers full feature parity with Apple Messages for Business (AMB) and introduces support for WhatsApp inbound message reactions, giving businesses richer messaging capabilities and unified event handling through a single API.

Key benefits

• Integrate Apple Messages for Business directly through the Messages API, with all features previously available only through the standalone AMB API.
• Access the complete AMB feature set, including time picker, Apple Pay, form, and list picker with multiple selection.
• Receive WhatsApp inbound message reactions through the Messages API, allowing businesses to see how customers respond in real time.
• Enable more natural and interactive conversations across channels while maintaining a single integration layer.

To learn how to send a message, see the Send a Messages API message (opens in a new tab) page.

For more details, see Messages API.

Moments

New, enhanced Flow editor now available for all users

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

• Use the minimap to navigate across the canvas, and go to specific sections or elements.
• Go to a specific entry point in the flow.
• View error messages in flow elements, the flow structure, or the campaign.
• Move or delete multiple elements simultaneously.
• Copy an element for reuse.
• Change the appearance of connection lines.

For more information, refer to the Flow editor documentation.

Set timeout for answering IVR calls

For IVR calls, you can now specify the maximum time to wait for a call to be answered. If the call is not answered within the configured timeout period, the flow either retries the call or follows the No answer branch configured in the element.

The new Connect timeout setting helps prevent the following situations:

• The call goes to voicemail, which results in unnecessary costs.
• The automated voice call interacts with voicemail, which may be undesirable.

For more information, refer to the Connect timeout section in the Start outgoing call documentation.

RCS

New RCS Sender management and creation flow

Clients can now create, test, and launch RCS senders directly from the web interface (opens in a new tab) or API page (opens in a new tab). This update streamlines sender onboarding and lifecycle management for RCS Business Messaging.

Key improvements:

• Enables self-service RCS Sender management, including sender creation, testing, and launch requests in specific countries.
• View all RCS senders in one place, including their current status and launch progress.
• Create and manage senders through the web interface (opens in a new tab) or Infobip Create an RCS sender API (opens in a new tab).
• Simplified onboarding enables clients to efficiently manage the entire sender lifecycle without manual intervention or support requests.

New functionality:

• Self-service sender creation directly within the platform.
• Add test devices and execute sender testing processes.
• Adjust inbound traffic settings for newly created senders.
• Configure Application and Entity parameters for each sender.
• Request sender launch for a selected country directly from the UI.
• Receive email notifications as sender statuses change.
• Track all previously launched senders by country and provider.
• View per-provider launch status updates for new requests, enabling progress tracking across different providers.

For more information, refer to the How to create your sender documentation.

API documentation is available in the API reference (opens in a new tab).

RCS message templates now available in India and Indonesia

Message template support for RCS Business Messaging is now available in Indonesia, in addition to India. Similar to India, message templates are available and required for sending RCS traffic to Indonesia. You can manage templates across multiple regional technology providers using the updated RCS templates API reference (opens in a new tab) and web interface (opens in a new tab).

All APIs remain backward compatible, ensuring that these changes do not impact existing integrations.

Key enhancements:

• Register templates with multiple RCS providers per country.
• Specify providers when creating a template. If no provider is specified, templates are registered with all available providers for the sender.
• View template status by provider and country.
• Use new API endpoints for provider-based template management.
• Create templates only for senders that exist for the selected provider.

For more information, refer to the RCS template management documentation.

WhatsApp

Webview: Open links inside the chat

With the new webview feature, all URLs now open directly inside the chat instead of an external browser.

This allows users to complete actions such as filling out forms, uploading documents, making payments, or booking services, all without leaving the conversation.

Key benefits

• Keeps users in the same chat, reducing friction and drop-offs.
• Enables more complex workflows (forms, payments, uploads) within a single interface.
• Improves user experience with fewer redirects and faster task completion

How it works

When a user taps a link in the chat, the linked page opens inside the conversation window. The page behaves like a standard browser view but remains within the chat context, ensuring continuity across steps.

Expanded language support for templates

We have extended language support for WhatsApp templates in Infobip's WhatsApp API (opens in a new tab) to include additional languages supported by Meta.

You can now create and send WhatsApp templates using new English variants, Spanish (Spain), and Filipino.

Newly added languages:

• Filipino (fil)
• English (Singapore) (en_SG)
• English (Malaysia) (en_MY)
• English (India) (en_IN)
• English (New Zealand) (en_NZ)
• English (Australia) (en_AU)
• Spanish (Spain) (es_ES)

Key benefits

• Broader localization options for global WhatsApp communication.
• Improved alignment with Meta's supported language list.
• Easier reuse and translation of templates across multiple English-speaking markets.

How it works

When sending a WhatsApp template message (opens in a new tab) through the WhatsApp API, use the new language codes in the language field.

The language parameter must match the code used when the template was registered.

For the full list of supported languages, see our Supported template languages section.