Open Channel in Inbox
EARLY ACCESS
Open Channel is a unique channel within Infobip Inbox that enables you to integrate any external messaging platform into a unified communication hub, including custom and popular channels not natively supported by Infobip.
With Open Channel, you can manage customer communications efficiently while respecting existing routing setups.
If a profile with the relevant Open Channel destination already exists, you can use it directly to send your outbound communication.
How it works
Open Channel operates through an API that facilitates real-time message exchange between your customers and your business, so you can connect your preferred messaging platforms to Infobip Inbox.
Inbox receives messages sent through these external platforms, where you can handle them like any other supported channel.
To integrate external messaging platforms into Infobip Inbox using the Open Channel API, follow these steps:
- Set up your Infobip account: Ensure you have an active Infobip account. If you do not have one, you can create it here (opens in a new tab).
- Enable Open Channel: Contact your Infobip account manager or the Support team to enable the Open Channel feature for your account.
- Configure the Open Channel sender: Contact your Infobip account manager or the Support team to set up an Open Channel sender in the Infobip web interface. This sender acts as a bridge between Infobip Inbox and your external messaging platform.
- Develop your integration:
- Inbound messages: Configure your external platform to send incoming messages to Infobip using the Open Channel API's inbound message endpoint. This allows messages from your platform to be received within Infobip Inbox.
- Outbound messages: Set up Infobip Inbox to send messages back to your platform by specifying the appropriate webhook URLs where Infobip should deliver outbound messages.
- Test the integration: Conduct thorough testing to ensure that messages flow correctly between your external platform and Infobip Inbox, and that all features like automations and templates function as expected.
For detailed technical guidance and API references, check the following API endpoint:
Key functionalities
All basic conversation functionalities are supported as part of the Open Channel, including:
- Text-based template creation
- Routing channel conditions
- Filtering in All Work
- Automations
- SLA conditions
- Survey sending
- Waiting strategy
- Working hours
- Webhook support
Supported content types
The following content types are supported:
- Text - Standard text messages
- JSON - JSON-formatted content (displayed as plain text in the Inbox interface)