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**Conversations** is Infobip’s cloud contact center solution ([CCaaS](https://www.infobip.com/glossary/ccaas-contact-center-as-a-service)). It enables businesses to communicate with customers across industry-standard channels, either through a web interface, mobile app, or HTTP API.

Conversations provides:

- **Two-way messaging**
- **Conversation threading**
- **Conversation management**: queues, routing, agent assignment, resolution handling, and history overview

New to Conversations?
Follow our [step-by-step guide](https://www.infobip.com/docs/conversations/get-started-with-conversations) to set up your contact center and start managing customer interactions.

Looking for specific features?
Go directly to [Agent guide](https://www.infobip.com/docs/conversations/agent-guide), [Messaging channels](https://www.infobip.com/docs/conversations/messaging-channels), [Analytics](https://www.infobip.com/docs/conversations/analytics), or [Mobile app](https://www.infobip.com/docs/conversations/conversations-mobile-app).

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## Automation options

Conversations integrates with automation tools:

- **[Chatbots](https://www.infobip.com/docs/answers/create-chatbot)**
- **[Flow](https://www.infobip.com/docs/moments/get-started#create-your-first-flow)**, supporting IVR, broadcast messaging, and customer segmentation

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## Customer data

Customer information and segmentation are managed through [People](https://www.infobip.com/docs/people) and [People API](https://www.infobip.com/docs/api/customer-engagement/people).

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## Features

Messaging channels  
Manage contextual conversations across your customers' preferred channels from a unified interface.

Workspace overview  
One workspace to manage all conversational messaging across channels and customer touchpoints.

User roles and permissions  
Set up Supervisor and Agent roles with granular access control.

Agent guide  
Receive inbound messages, assign to agents, and start new conversations on any channel.

Conversation history  
Access full conversation history and customer records. Merge conversations on the same topic.

Conversations setup  
Preview and manage customer data directly from the conversation interface. Organize teams and assign agents to queues.

Tags  
Add tags to categorize conversations by topic, product, service, or any other category.

Automations  
Use Answers to create bots and automate FAQ responses. Transfer customers from bots to live agents seamlessly.

Queues and routing  
Set up routing conditions and business rules to sort messages into the right queue.

Analytics  
Monitor performance with real-time metrics. Track agent utilization, occupancy rates, and customer satisfaction scores.

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## Available channels

[WhatsApp](https://www.infobip.com/docs/whatsapp)

[SMS](https://www.infobip.com/docs/sms)

[Email](https://www.infobip.com/docs/email)

[Live Chat](https://www.infobip.com/docs/live-chat)

[Messenger](https://www.infobip.com/docs/facebook-messenger)

[Instagram](https://www.infobip.com/docs/instagram)

[Viber](https://www.infobip.com/docs/viber)

[Telegram](https://www.infobip.com/docs/telegram)

[RCS](https://www.infobip.com/docs/rcs)

[LINE](https://www.infobip.com/docs/line)

[KakaoTalk](https://www.infobip.com/docs/kakaotalk)

[Apple Messages](https://www.infobip.com/docs/apple-messages-for-business)

[Voice and Video](https://www.infobip.com/docs/voice-and-video)

[Open Channel](https://www.infobip.com/docs/conversations/messaging-channels/open-channel)

[Facebook Posts](https://www.infobip.com/docs/social-media/facebook-posts)

[Instagram Posts](https://www.infobip.com/docs/instagram/posts)

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Ready to get started?

Start managing customer conversations across all channels with Conversations.

Get started

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