Infobip Conversations
Infobip Conversations is an enterprise cloud contact center that combines human agents with AI for customer conversations.
What Infobip Conversations is
Infobip Conversations is an enterprise cloud contact center that combines human agents with AI for customer conversations. Its shared inbox brings messaging, email, social and voice together with conversation history and customer context. Native channels include WhatsApp, RCS, SMS and Viber through Infobip’s carrier network, plus live chat, email and voice. Agents can handle voice and video calls and move WhatsApp or Viber chats to voice while retaining context. Agent Copilot surfaces similar resolved cases, summarizes solutions and suggests responses. Workflows tag conversations, send common replies, update statuses and route cases; AI chatbots and agents handle routine inquiries and escalate with context. Routing can use attributes, availability and workload, with overflow to backup queues after a defined wait. Dashboards cover performance, wait times, resolution rates and CSAT, with transcripts and logs. The AgentOS plan is $530 a month, includes 30 seats, monthly AI credits and 15+ channels, and charges outbound processing and delivery fees.
Good
- Shared inbox includes conversation history and customer context
- Native WhatsApp, RCS, SMS and Viber channels
- AI Copilot suggests responses and summarizes solutions
- Configurable routing and backup queue overflow
- Real-time and historical performance dashboards
Watch out
- No free plan
- Starts at $530 a month
- Outbound processing and delivery fees apply
- Enterprise-focused feature set
Who it suits
It suits enterprise contact centers in retail, financial services, telecoms and healthcare. It is also suited to teams needing mobile, web and omnichannel agent access.
Verdict
Infobip Conversations combines omnichannel handling, automation, routing and analytics for enterprise support operations. The paid AgentOS plan includes 30 seats and broad channel access, while outbound fees add to the monthly platform cost.
Plans and prices
From Infobip Conversations's own pricing page, checked 9 Oct 2001.
| Plan | Price | What it gives you |
|---|---|---|
| AgentOS | $530 a month | 30 user seats · Monthly AI credits · 15+ channels · Free unlimited inbound messages · Broadcast with no processing fee · Outbound processing and channel delivery fees apply · Starting at $530/month; fixed monthly platform fee |
The facts
Each one read from Infobip Conversations's own pages, with the date it was checked.
What it does
- AI tools
- Agent Copilot can surface similar resolved cases, summarize solutions, and suggest tailored responses to agents.checked 9 Oct 2001
- Analytics
- The contact center offers real-time and historical dashboards for agent performance, queue wait times, resolution rates, and CSAT, plus conversation transcripts and logs.checked 9 Oct 2001
- Automation
- Workflows can tag conversations, send common responses, update statuses, and route cases, while AI chatbots and agents can handle routine inquiries and escalate with context.checked 9 Oct 2001
- Calls
- Agents can handle voice and video calls and switch from WhatsApp or Viber messaging to voice while preserving conversation context.checked 9 Oct 2001
- Integrations
- The Infobip Exchange lists Salesforce, HubSpot, Jira, Shopify, and ServiceNow among its platforms and identifies Conversations as a cloud contact center capability.checked 9 Oct 2001
- Intended customers
- The product is presented as an enterprise contact center and the page describes use cases for retail, financial services, telecoms, and healthcare.checked 9 Oct 2001
- Mobile use
- Agents can use a mobile app to access conversation history, customer context, and tools from their phones.checked 9 Oct 2001
- Native channels
- The page lists WhatsApp, RCS, SMS, and Viber as native messaging channels delivered through Infobip’s carrier network, alongside voice, live chat, and email.checked 9 Oct 2001
- Omnichannel inbox
- The contact center brings messaging, email, social, and voice conversations into one interface with conversation history and customer context.checked 9 Oct 2001
- Purpose
- Infobip’s cloud contact center is an enterprise cloud service that pairs human agents with AI to resolve routine inquiries and assist with customer conversations.checked 9 Oct 2001
- Routing
- Configurable routing uses attributes, agent availability, and workload, and conversations can overflow to backup queues after a defined wait.checked 9 Oct 2001
- Security and privacy
- The product page says customer data stays on Infobip-owned infrastructure and states support for GDPR and CCPA privacy requirements, HIPAA, and local data residency requirements.checked 9 Oct 2001
The company
- Company founded
- Infobip’s company page identifies 2006 as the year it was officially established.checked 9 Oct 2001
- Founded
- 2006checked 28 Sep 2001
- Headquarters
- London, United Kingdomchecked 28 Sep 2001
Alternatives to Infobip Conversations
- 1
Chatwoot
Free planOpen sourceAndroidiOSWebAPI8.6From $19 a month - 2
Daktela WFM
Free planAndroidiOSWebAPI8.2From €12 a month - 3
Genesys Cloud CX
AndroidiOSWebAPI7.9From $75 a month - 4
MyOperator
AndroidiOSWebAPI7.7 - 5
Rasayel
AndroidiOSWebAPI7.7From $0.17 a month - 6
Whelp
Free planAndroidiOSWebSelf-hosted7.5From $29 a month