Product Updates Q1 2025 

Stay ahead with our innovative product enhancements

Get ready to explore the exciting enhancements we’ve made this quarter! Whether you prefer to watch or read, we’ve got you covered. Check out the video below for an in-depth look at our updates, or dive into the summary below for all the key details. 

The video above provides an in-depth look at our latest updates and features. Here’s a quick summary of the key highlights covered:

u003cliu003eu003cstrongu003eMessages API Enhancements: u003c/strongu003eImproved tracking and reporting with complete failover transparency and support for WhatsApp Products and Multi-product messages for interactive catalogs.  u003c/liu003eu003cliu003eu003cstrongu003eRCS Feature Parity:u003c/strongu003e Full integration of RCS features into the Messages API, including advanced interactive elements like Add to Calendar buttons and enhanced rich cards.  u003c/liu003eu003cliu003eu003cstrongu003eRCS to MMS Failover:u003c/strongu003e If RCS can’t be delivered, messages seamlessly fall back to MMS – keeping communication smooth and uninterrupted.  u003c/liu003eu003cliu003eu003cstrongu003eRCS Open URL Button: u003c/strongu003eNow links directly to apps, expanding functionality beyond websites.  u003c/liu003eu003cliu003eu003cstrongu003eRecurring Flow Campaigns u0026amp; Tags:u003c/strongu003e With the Enhanced Flow Summary feature, you can automate campaigns with flexible scheduling options and easily review key settings.  u003c/liu003e

Before diving into the specifics, let’s take a moment to provide an overview of the latest advancements, all of which you can read about in the rest of the blog.  Discover how u003cstrongu003eChatbot Custom Templatesu003c/strongu003e enhance customization and explore how u003cstrongu003eEmail Inbound Parsingu003c/strongu003e and u003cstrongu003eVoice WebSocket Endpoint Supportu003c/strongu003e streamline integrations. Learn about engagement-boosting features like u003cstrongu003eZalo URL Shortening u003c/strongu003eand u003cstrongu003eCustom CTA Buttons u003c/strongu003efor Viber. Finally, see how u003cstrongu003eQuick Pay Modeu003c/strongu003e simplifies transactions. These updates are designed to provide greater control and flexibility for your business.  

Custom Templates: Streamline Your Chatbot Development 

With the introduction of Custom Templates, you can now create standardized, high-quality chatbot templates within u003ca href=u0022https://www.infobip.com/answersu0022 target=u0022_blanku0022 rel=u0022noreferrer noopeneru0022u003eAnswersu003c/au003e, our chatbot-building platform.   u003cbru003eThese templates offer several advantages. 

u003cliu003eu003cstrongu003eCustomization: u003c/strongu003eDesign templates that cater to your unique organizational requirements. u0026nbsp;u003c/liu003eu003cliu003eu003cstrongu003eTime Savings:u003c/strongu003e Reusing frequently utilized chatbot components, messages, dialogues, and dialog groups can save you time and resources. u0026nbsp;u0026nbsp;u003c/liu003eu003cliu003eu003cstrongu003eFaster Deploymentu003c/strongu003e – Enables quicker go-to-market for chatbot solutions, especially useful for seasonal campaigns, new product launches, or support automation.u0026nbsp;u003c/liu003eu003cliu003eu003cstrongu003eEasy Replication u0026amp; Scalabilityu003c/strongu003e – Teams can quickly reuse standardized chatbot flows across different regions, products, or use cases without starting from scratch, reducing development time and effort.u0026nbsp;u003c/liu003e

With Custom Templates, you can streamline chatbot development, maintain consistency, and accelerate time-to-value while improving best practices across departments or regions. 

Email Inbound Parsing: Streamline Your Email Management 

Managing and categorizing a high volume of inbound emails can be daunting, but Email Inbound Parsing makes it easier than ever. We are automatically parsing your emails and sending the structured data to the specified destination via webhook. With this, you can streamline and automate the processing of incoming email data.

Check out how communication is enhanced for you and your customers:

u003cliu003eu003cstrongu003eCustomer support: u003c/strongu003eAutomatically convert customer emails into support tickets.   u003c/liu003eu003cliu003eu003cstrongu003eSales: u003c/strongu003eProcess order confirmations or inquiries and capture leads from email inquiries.   u003c/liu003eu003cliu003eu003cstrongu003eMarketing: u003c/strongu003eExtract data from newsletter replies or survey feedback.   u003c/liu003eu003cliu003eu003cstrongu003eOperations:u003c/strongu003e Parse tracking numbers, courier information, and delivery status updates. u003c/liu003e

Voice WebSocket Endpoint: Simplifying AI-Powered Call Handling

Our latest update simplifies AI-powered call handling, making it more flexible. Adding WebSocket endpoints as a destination option in Call Routing allows businesses to connect inbound calls directly to AI agents without a custom API-based application.

If AI agents are unavailable or unable to process the call, Call Routing’su003cstrongu003e failover capabilities ensure reliability by redirecting calls to alternative destinationsu003c/strongu003e, such as a phone number, SIP trunk, or any other supported Call Routing endpoint. 

Zalo URL Shortening and Tracking: Enhancing CTRs 

Although Zalo does not support URL tracking or shortening, we have found a way to bridge this gap, adding significant value by enabling you better performance tracking and engagement insights while using the Zalo Notification Service.

With this new update, you can:   

u003cliu003eu003cstrongu003eMeasure the effectiveness of customer campaigns:u003c/strongu003e You can now  monitor engagement by tracking URL clicks within Zalo ZNS messages.   u003c/liu003eu003cliu003eu003cstrongu003eOptimize messaging strategies:u003c/strongu003e You can understand how recipients interact with messages, helping refine communication strategies.   u003c/liu003eu003cliu003eu003cstrongu003eBetter readability:u003c/strongu003e Shortened URLs allow for a cleaner message layout, reducing character usage while maintaining readability.   u003c/liu003eu003cliu003eu003cstrongu003eIncrease Click-through rates:u003c/strongu003e By integrating URLs, you can motivate customers to click, thereby improving engagement metrics. u003c/liu003e

Payments for WhatsApp Business Platform: Quick Pay Mode

Quick Pay Mode simplifies payments for the u003ca href=u0022https://www.infobip.com/whatsapp-businessu0022 target=u0022_blanku0022 rel=u0022noreferrer noopeneru0022u003eWhatsApp Business Platformu003c/au003e, making transactions straightforward for you and your customers. With it, you can hide u0022Review And Payu0022 button, and only display the u0022Pay Nowu0022 button in the order-details message, and allow end-users to finalize the purchase in seconds.* u003cbru003e u003cbru003eu003cemu003e*Currently available in India only.  u003c/emu003e

Infobip Marketplace: Elevate your customer communication with Oracle, Microsoft, HubSpot, Genesys, Cisco and Infobip

We’re excited to introduce new integrations in the u003ca href=u0022https://partners.infobip.com/exchangeu0022u003eInfobip Marketplace Exchangeu003c/au003e, which will enhance communication for Oracle, Microsoft, HubSpot, Genesys, Cisco, and more.

u003cliu003eIf you are an u003ca href=u0022https://partners.infobip.com/exchange/oracle-b2c-serviceu0022u003eOracle Service Cloudu003c/au003e user you can now leverage the Infobip Messaging Adapter to integrate WhatsApp and SMS capabilities directly within your customer service workflows.u003c/liu003eu003cliu003eAs an u003ca href=u0022https://partners.infobip.com/exchange/oracle-eloquau0022u003eOracle Eloquau003c/au003e user, it has never been easier to select from various messaging channels supported by Infobip’s Messages API. Additionally, Oracle Responsys users can access u003ca href=u0022https://partners.infobip.com/exchange/oracle-responsys-viber-whatsappu0022u003eRCS u003c/au003efor enriched u003ca href=u0022https://partners.infobip.com/exchange/oracle-responsys-answersu0022u003echatbotu003c/au003e and messaging experiences.u003c/liu003eu003cliu003eu003ca href=u0022https://partners.infobip.com/exchange/microsoft-dynamics-365-customer-serviceu0022u003eMicrosoft Dynamics 365 Customer Serviceu003c/au003e lets you leverage WhatsApp for better engagement and efficiency.u003c/liu003eu003cliu003eWithu003ca href=u0022https://partners.infobip.com/exchange/hubspot-messagingu0022u003e HubSpotu003c/au003e, your communication capabilities and user experience are improved by offering the new app for SMS and WhatsApp.u003c/liu003eu003cliu003eEnable high-quality voice with u003ca href=u0022https://partners.infobip.com/exchange/genesys-purecloud-trunksu0022u003eSIP integration for Genesys Contact Center u003c/au003esolutions. Infobip SIP connects directly to your Genesys Pure Cloud instance, delivering intelligent call routing, automatic failover, and a seamless voice contact center experience.u003c/liu003eu003cliu003eInfobip SIP now integrates with u003ca href=u0022https://partners.infobip.com/exchange/cisco-webexu0022u003eCisco Webex Contact Centeru003c/au003e in the US, offering secure, low-latency voice connectivity for enterprise-grade communications.u003c/liu003e

To get more details about the implementation of the new capabilities, visit our monthly release notes from u003ca href=u0022https://www.infobip.com/docs/release-notes/ochreu0022u003eJanuaryu003c/au003e, u003ca href=u0022https://www.infobip.com/docs/release-notes/pistachiou0022u003eFebruary u003c/au003eand u003ca href=u0022https://www.infobip.com/docs/release-notes/quinceu0022u003eMarchu003c/au003e.