Harvest

Last update August 12, 2026

Answers

Chatbot versioning [#chatbot-versioning-answers]

Chatbot versioning is now available for Answers chatbots.

Versioning lets you change an active chatbot without disrupting live conversations. Instead of duplicating a chatbot and switching senders, you create a new version of the same chatbot, activate it when ready, and roll back if needed.

Key details:

• Each chatbot keeps one identity.
• Its versions share the same chatbot and sender configuration; only one version is active at a time.
• The version history lists all versions of the chatbot, with the active version marked.

Automation Studio

WhatsApp user ID and username attributes in Chatbots [#whatsapp-attributes-automation-studio]

When an end user adopts a WhatsApp username, Meta can hide their phone number and identify them by a business-scoped user ID (BSUID) instead. A BSUID uses the format ISO 3166 alpha-2 country code, a period, and up to 128 alphanumeric characters, for example US.13491208655302741918.

Chatbots now include two predefined attributes for WhatsApp end-user identity:

• whatsAppUserId: stores the end user's WhatsApp BSUID. When an end user adopts a username and hides their phone number, the BSUID identifies them instead of the phone number.
• whatsAppUsername: stores the end user's WhatsApp username if they have set one, and is empty otherwise.

The endUserDestination predefined attribute now resolves to the phone number, or to the BSUID when the phone number is hidden. To match a Customer Profiles record on the BSUID, use the whatsAppUserId attribute.

For more information, see Attributes and Customer Profiles integration.

The same attributes can be found in Answers. For more information, see People Custom Event.

Chatbot versioning [#chatbot-versioning-automation-studio]

Chatbot versioning is now available for Automation Studio chatbots.

Chatbot versioning lets you change an active chatbot without disrupting live conversations. Instead of duplicating a chatbot and switching senders, you create a new version of the same chatbot, activate it when ready, and roll back if needed.

Key details:

• Each chatbot keeps one identity.
• Its versions share the same chatbot and sender configuration; only one version is active at a time.
• The version history lists all versions of the chatbot, with the active version marked.

Broadcast

WhatsApp BSUID recipients in uploads [#whatsapp-bsuid-recipients-broadcast]

In recipient uploads, a WhatsApp destination can be a phone number or a BSUID for end users who have adopted a username and hidden their phone number. Authentication category templates cannot be sent to a BSUID and require a phone number.

For more information, see File requirements.

Conversations and Inbox

Zalo channel support [#zalo-conversations-and-inbox]

Zalo is now available as a chat app in Conversations and Inbox. Agents can handle two-way Zalo Official Account (OA) messaging directly from the Infobip web interface, alongside other chat apps.

Key details:

• Zalo enforces a 7-day session window. Every message from the customer resets the window.
• Agents can only start a conversation with the customer within this 7-day window.
• Once the window expires, agents can no longer message the customer.
• Supported message types are asymmetric: agents can send text, image, and file. Customers can additionally send link, location, audio, and video.

To enable Zalo in Conversations or Inbox, contact Support or your dedicated account manager.

For more information, see Zalo in Conversations or Zalo in Inbox.

WhatsApp request contact info button available on all conversations [#request-contact-info-conversations-and-inbox]

The Request contact info button in the message composer is no longer limited to conversations opened through a WhatsApp business-scoped user ID (BSUID). It is now always available, since it can be used to request any information saved for the customer, not only their phone number (for example, email or birthday).

If the customer consents on a conversation opened through a BSUID and shares their phone number, all subsequent messages use the phone number instead of the BSUID.

For more information, see WhatsApp in Conversations or WhatsApp in Inbox.

Apple Messages for Business: upcoming change to rich content images [#amb-rich-content-conversations-and-inbox]

Starting with iOS 27, Apple Messages for Business accepts only PNG images in rich interactive content, such as rich links, list pickers, time pickers, forms, and quick replies. This is a breaking change enforced by Apple. Regular attachments (image, video, audio, and document messages) are not affected.

Make sure your rich content uses PNG images before the rollout.

For more information, see Apple Messages for Business in Conversations or Apple Messages for Business in Inbox.

Customer Profiles

WhatsApp contact on a person profile [#whatsapp-contact-customer-profiles]

BSUID support now propagates into the customer engagement products so you can identify, match, and reach these end users across Chatbots, Journeys, Broadcast, and Customer Profiles.

A person can hold a WhatsApp contact separate from their phone number. A profile can exist with a WhatsApp contact only, without a phone number, when the person first reaches you from a username. When both a phone number and a WhatsApp contact are known for the same person, they are matched to a single profile.

For more information, see Person profile details and WhatsApp usernames and user IDs.

Journeys

WhatsApp recipients in Journeys [#whatsapp-recipients-journeys]

When you select a WhatsApp recipient in a journey, the recipient is the phone number or the BSUID, whichever identifier is stored on the person profile. Authentication template messages cannot be sent to a BSUID and require a phone number.

For more information, see Channels.

A/B test [#ab-test-journeys]

The A/B test element in Journeys lets you compare up to four variations of a message on a single channel and automatically send the best-performing version to the rest of your audience.

You define a test audience, and each variant is sent to an even share of it. Choose whether the winner is decided by open rate or click rate, and set how long the test runs. When the test ends, the winning variant is sent automatically to the remaining audience, with no manual step.

The element supports SMS, Mobile Push, Viber, Email, RCS, WhatsApp, Apple Messages, and Line. All variants in a test use the same channel.

Transfer Journey calls to SIP trunks [#transfer-to-sip-journeys]

You can now transfer active calls from a Journey to external systems over SIP using the Transfer to SIP element. Route calls to third-party call centers, external voice platforms, or any SIP-capable endpoint.

Combine the Transfer to SIP element with the Transfer call to AI agent element to let a Voice AI agent handle the conversation, then transfer the call to a SIP trunk when you need a handover.

Key features:

• Transfer active IVR calls to SIP trunks configured in your account.
• Select the predefined SIP trunks set up in Voice and Video settings.
• Use with Voice AI agents for AI-to-human handover with SIP trunks.
• Use with call routing for multi-destination failover.

For more information, see Journey integrations.

LINE

Standalone LINE OA API for two-way messaging [#line-oa-standalone-api]

LINE Official Account (OA) messaging is now available through a standalone API, enabling two-way communication without requiring integration through another Infobip product. Send and receive LINE OA messages directly through the API.

Previously, LINE OA messaging was available only through the Infobip web interface or through integrations with products such as Conversations.

Key details:

• Send and receive LINE OA messages through a dedicated API
• Two-way messaging support for LINE Official Accounts
• Direct API access without requiring other Infobip product integrations

For more information, see Send a message using LINE and LINE over API. For endpoint details, see the Send a LINE message API reference.

Messenger

Marketing messages in Broadcast [#messenger-marketing-messages-broadcast]

You can send marketing messages through Facebook Messenger using Broadcast. This enables businesses to reach customers who have opted in to receive marketing communications through Messenger, using Notification Message Tokens and Custom Audiences.

Previously, Messenger was available for conversational messaging only. Marketing message support extends Messenger as a channel for promotional campaigns and re-engagement.

Key details:

• Send Messenger marketing messages through Broadcast
• Uses Notification Message Tokens for opt-in based messaging
• Custom Audience targeting support
• Manage audiences through the API or the Infobip web interface

For more information, see Send a message using Messenger and Message types. For API details, see the Create campaign and Create custom audience API references.

Moments

WhatsApp recipients in flows [#whatsapp-recipients-moments]

When you select a WhatsApp recipient in a flow, the recipient is the phone number or the BSUID, whichever identifier is stored on the person profile. Authentication template messages cannot be sent to a BSUID and require a phone number.

For more information, see Channels.

Reporting

Voice added to Financial reports and Billing Usage API [#voice-financial-reports-billing-usage-api]

Voice is now included in the billing reporting stack. Customers can view voice-related spend in Financial reports or access the same billing data programmatically through the Billing Usage API.

The data is aggregated and aligned with invoices. Figures for the current month remain provisional until recalculations are complete and the billing period is finalized on the 5th of the following month.

Use Financial reports or the Billing Usage API for financial and cost information. For voice performance and delivery metrics, use the Metrics API instead.

Voice is available with supported subcategories, so you can report on voice spend at a more granular level.

Performance reports revamped with an interactive builder [#performance-reports-revamp-reporting]

Performance reports are now called delivery and traffic performance reports, and they use an interactive report builder backed by an aggregated data source consistent with the Metrics API. This release replaces the previous set of 14 fixed report templates with a more flexible reporting model.

You can combine available dimensions and metrics to create reports suited to the channels and traffic you want to measure. The new model also provides a consistent structure across supported channels and enables richer dimensions, including interaction type for RCS and Kakao traffic.

For more information, see Delivery and traffic performance reports.

Viber Business Messages

Template name support [#viber-template-name]

Viber Business Messages templates now display template names in addition to template IDs. When you register a template, the template name is visible on the Infobip web interface and through the API.

Previously, only template IDs were displayed after registration, making it difficult to identify templates at a glance. Template names provide a human-readable label for easier template management.

For more information, see Use Viber message templates. For API details, see the Get Viber templates API reference.

Voice and Video

Microsoft provider trunks [#voice-microsoft-provider-trunks]

Microsoft is now available as a provider trunk option for voice services. Connect your Infobip voice infrastructure to Microsoft Teams or other Microsoft communication services through a provider trunk configuration.

For more information, see Set up a SIP trunk and Set up Microsoft Operator Connect. For API details, see the Create SIP trunk API reference.

Amazon Connect provider trunks [#voice-amazon-connect-provider-trunks]

Amazon Connect is now available as a provider trunk option for voice services. Connect your Infobip voice infrastructure to Amazon Connect contact centers through a provider trunk configuration.

For more information, see Set up a SIP trunk. For API details, see the Create SIP trunk API reference.

Zalo

Zalo OA follower messaging in AgentOS [#zalo-oa-agentos]

To get access, contact your account manager or Infobip Support.

Zalo Official Account (OA) follower messaging is now available in AgentOS. Agents can handle Zalo OA conversations directly from the AgentOS interface, enabling two-way communication with Zalo followers.

Previously, Zalo OA messaging in AgentOS required a separate integration. Native support in AgentOS provides a unified agent experience across channels.

Key details:

• Native Zalo OA channel support in AgentOS
• Two-way messaging with Zalo OA followers
• Unified agent workspace alongside other channels

For more information, see Getting started with Zalo and Zalo over API.