Product updates Q4 2024

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Explore our Q4 product updates and discover how our latest features and integrations transform customer interactions while streamlining your processes.

Quarterly highlights

In the last quarter of 2024, we focused on improving messaging capabilities (Apple Messages for Business and WhatsApp), seamless integrations of our AI Chatbot Builder into Oracle Responsys, and an AI-driven solution to increase agent productivity.

We have also enabled more than 5 million WooCommerce website owners worldwide to communicate with their customers using SMS. Speaking of our CPaaS solutions, we exposed a suppression lists and new IP management over Email for better control and flexibility

And let’s not forget the Juniper award and revamping our website!

Video summary

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

  • Binary choice templates for Apple Messages for Business
  • Enhanced data quality and flexibility on WhatsApp Business Platform
  • Seamless integration of Infobip AI Chatbot Builder into Oracle Responsys
  • AI-powered innovations in Conversations to address agent productivity challenges in contact centers

Additionally, we’re thrilled that Juniper Research recognized Infobip as the established leader in OTT, RCS, and AIT Fraud Detection, reinforcing our reputation as the messaging platform of choice for brands committed to secure and conversational CX.


Also, don’t miss our newly revamped Infobip.com—featuring fresh branding and an optimized user experience!

And that’s just the beginning. Continue reading to discover additional exciting updates about integrating SMS into WooCommerce, which will help more than 5 million webstore owners worldwide with customer communications.

Apple Messages for Business: Binary choice templates

Imagine proactively connecting with customers on Apple Messages for Business (AMB)—something previously limited to customer-initiated interactions.

Apple Messages for Business transforms communication with binary choice templates, enabling businesses to send predefined “Yes” or “No” messages. With customer opt-in, you can confirm appointments, share offers, or provide support, turning a simple tap into a seamless two-way conversation.

This update creates trusted, proactive, and personalized engagement directly in the inbox customers rely on while keeping them in control with the option to leave anytime.

AMB is now a powerful tool for starting meaningful, permission-based conversations where they matter most.

WhatsApp Business Platform: Enhanced data quality and flexibility

Our updates to WhatsApp prioritize better data insights and flexibility for your campaigns: imagine using WhatsApp Flows to boost sign-ups, grow your lead pipeline, and attract new prospects—all managed effortlessly in one place through our Portal.

Track how your campaigns perform with Click Tracking, which lets you shorten and monitor button URLs while gaining insights to fine-tune your marketing.

Easily gather user preferences through simple feedback forms, boosting your campaign’s credibility and ensuring you’re targeting the right audience with Opt-out Management.

Once your campaign is live, the Conversions API takes it further by analyzing purchase behavior to optimize future ads—helping you reach the customers most likely to buy again.

With these updates, the WhatsApp Business Platform makes engagement smarter, smoother, and more data-driven than ever.

Infobip and Oracle collaborate to build global omnichannel and chatbot integration

We’re bringing natural, human-like chatbot interactions to Oracle Responsys, enabling trust and satisfaction across channels like WhatsApp, Viber, SMS, and RCS.

With 4.9 billion global users relying on business messaging, brands must deliver tailored, conversational experiences to stay ahead. In Oracle Responsys, Infobip’s AI chatbot builder enables personalized interactions and lead generation without leaving the platform, enhancing customer engagement across rich conversational channels.

By leveraging Infobip’s extensive telecom network and omnichannel solutions, businesses can now:

  • Create intelligent chatbots directly within the Responsys interface.
  • Transition smoothly between chatbots and live agents with cloud contact center connectivity.
  • Deliver real-time interactions for impactful customer experiences.

Our cloud contact center solution Conversations is now empowered by additional AI features

Agent productivity is crucial for any contact center, directly influencing customer satisfaction and operational efficiency. Yet, challenges like slow resolution times, inconsistent communication quality, and repetitive tasks often hinder efficiency.

With our latest AI-powered features in Conversations, we’re tackling these issues head-on.

Imagine an insurance provider in Chile: a non-Spanish-speaking customer reaches out, and Gen AI detects the language, enabling the agent to respond in Spanish and translate it seamlessly to English.

After the chat, agents can generate customized AI Summaries, auto-fill forms with AI-powered Dispositions, and rephrase responses for clarity, professionalism, or empathy with AI Rephrasing.

These tools streamline workflows, cutting resolution times by 30% and boosting agent productivity by 10%, all while increasing customer satisfaction by 15%.

30%

decreased resolution times

10%

agent productivity increase

15%

boost in CSAT scores

Infobip Omnichannel Messaging for WooCommerce


WooCommerce powers approximately 25% of all online stores globally, which means 6.6 million live websites use WooCommerce. This also means that more than 5 million web store owners face the challenge of customer communication.

From now on, WooCommerce merchants can easily deliver seamless, personalized customer experiences by integrating SMS and email into their online store via Infobip Omnichannel Messaging. To unlock other additional channels and send personalized campaigns, simply use WooCommerce data exports to power up the Infobip communication platform. Infobip Omnichannel Messaging for WooCommerce enhances customer engagement and retention by enabling timely and targeted communications throughout the entire customer journey.

Suppression lists and new IP management over Email

We exposed a suppression list over API and portal, giving you full control to effectively manage email addresses that should not receive specific messages. Now, it’s easier than ever to view, add, or remove recipients from this list. 

Key benefits: 

  • Enhanced control and efficiency: You can handle bounces and suppression directly, streamlining the process and eliminating reliance on external support. 
  • Improved deliverability and sender reputation: Up-to-date suppression lists maintain a good sender reputation and boost deliverability. 

New IP management consists of a set of features that aim to give you more control and flexibility over the IPs you use. You can control and manage IPs and which domains and traffic are used for certain IPs. 

Additionally you can create IP Pools and assign them domains. When creating new IP Pools, you can name them, give them purpose, and set them as a Default Pool, and assign them domains. 

Get more details about the implementation of the new capabilities.

Visit our Release notes
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Jan 27th, 2025
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