Conversations

Conversations is Infobip's cloud contact center solution (CCaaS). It allows you to engage in conversations with your customers over some of the most popular industry-standard channels.
Our solution is available either as a web interface or over HTTP API, with the following functionalities:

Two-way messaging
Conversation threading
Conversation management: queue and routing management, agent assignment, resolution management, and history overview.

You can find a detailed Features overview below the introductory video.

The solution includes automated conversations over Chatbots and Flow builder with IVR, broadcast messaging, and customer segmentation. For more details on the automated communication journeys, refer to Flow management.
To learn how to connect a customer to the agent using an automated flow, see Infobip's Flow-to-agent and Bot-to-agent. Detailed insight into customer management and segmentation is available over People and People API.

Conversation is a thread or container for messages exchanged between the customer and the agent.

Message is either an inbound or outbound message exchanged between an agent and a customer within one conversation.

Features

Omnichannel conversations

Manage contextual conversations across your customers' preferred channels shown below the Features section.

Unified workspace

One workspace to manage all conversational messaging.

User roles

Set up Supervisor and Agent roles and permissions.

Inbound & Outbound conversations

Receive inbound messages from customers, assign to agents, and reply with ease. Start a new conversation with a customer on any channel.

History & Merging conversations

Easily continue the conversation without asking customers to repeat themselves. Get insight into full conversation history and customer records. Also, select and merge different conversations on the same topic with the same customer.

Customer & Agent management

Preview and manage customer data directly from the conversation interface. Organize your contact center teams by assigning the most knowledgeable agents to specific queues to manage conversations in a timely manner.

Automations

Use Answers to create bots and automate instant answers to FAQ while agents focus on resolving more complex inquiries. Easily transfer customers from a bot to a real agent.

Queues & Routing

Set up conditions to follow business rules to sort messages into an adequate queue for the most effective resolution of customer inquiries.

Performance analytics

Monitor performance and adjust your contact center setup based on the workload and specific topics. Track how your agents utilize their working time through occupancy and engagement rates. Check agent performance and plan for trainings on the spot for most urgent skill gaps. Safeguard customer satisfaction through automated sentiment analysis.

Available Channels

You can also use Calls (Voice and Video) and Social Media (Facebook, Instagram, and Twitter) in Conversations.

Technical Specifications

For a greater understanding of Conversations' technical specifications and how to use the feature to suit your needs, see the overview below.