WhatsApp (Infobip)

WhatsApp (Infobip) connects a WhatsApp sender that you host on Infobip to your AI agent. You enter your Infobip details on the Channels page yourself, and the platform talks to Infobip through the Infobip Messages API. Your AI agent then answers the WhatsApp messages your users send to that number, and you can send WhatsApp template messages from it.

note

This channel replaces the older Infobip setup described in Infobip, where the Integrations team configured the connection for you. AI agents connected the older way keep working as they are; they don't move to this channel automatically.

Overview

After you connect your Infobip sender:

• Incoming messages reach your AI agent. Infobip forwards each message to the platform, and your AI agent answers it like a message from any other channel.
• Replies go out through Infobip. Text, media, buttons, lists and locations your AI agent sends are delivered from your Infobip sender.
• Message status comes back on its own. Infobip reports when each message is delivered, read or failed. You don't set anything up for this.
• Your API key stays masked. After you save, the Channels page only shows the first and last four characters of the key.

What you need before you connect

1. An Infobip account with WhatsApp enabled.
2. A WhatsApp sender on that account. This is the business phone number your users message. It must be registered and active as a WhatsApp sender in Infobip.
3. Your Infobip base URL. Every Infobip account has its own API address, such as https://xxxxx.api.infobip.com. It's shown in the Infobip web interface after you sign in.
4. An Infobip API key that can send messages through the Messages API. Create one on the API keys page in the Infobip web interface. To receive images, documents and other files from users, the key must also be allowed to download them.
5. No other WhatsApp provider on the AI agent. An AI agent can use one WhatsApp provider at a time. If it already has one, disconnect it first.

Connect WhatsApp (Infobip)

1. On the switcher, click Channels.

2. Under Messaging, click WhatsApp (Infobip).

3. Fill in the details:

   Field	What to enter	Example
   Infobip base URL	Your account's base URL, starting with https://	https://xxxxx.api.infobip.com
   API key	The API key from the Infobip API keys page
   WhatsApp sender number	Your sender's number in international format, digits only: country code first, no +, spaces or dashes	447860099299

4. Click Save.

Before anything is saved, the platform asks Infobip to check the details. If Infobip accepts them, the channel connects and the page shows your connected account. If not, you see a message that tells you what to fix, and nothing is saved. See Connection errors.

Set up the webhook in Infobip

The platform only receives your users' messages once Infobip knows where to send them. Do this once, right after you connect.

1. On the connected account, find Webhook URL and click the copy icon next to it.
2. In the Infobip web interface, open the inbound message configuration for your WhatsApp sender.
3. Paste the URL as the endpoint for incoming messages.
4. Set the format to MO_MESSAGES_API_JSON. Other formats send messages in a shape the platform can't read, and they are dropped.
5. Save the configuration in Infobip.

To check the setup, send a WhatsApp message to your sender number from your phone. Your AI agent should reply within a few seconds.

You don't need to configure delivery or read reports in Infobip. The platform asks for them on every message it sends.

Manage the connection

View the connection

Open Channels > WhatsApp (Infobip). The connected account shows:

• Infobip base URL
• WhatsApp sender number
• API key, masked, for example 7c1f********f4a8
• Webhook URL, with a copy icon

Change the details

1. On the connected account, click Edit details.
2. Change the base URL, API key or sender number as needed. The API key field shows the saved key masked. Leave it as it is to keep the saved key, or replace it with a new one.
3. Click Save.

The new details are checked with Infobip in the same way as when you first connected. If you changed the sender number, set up the webhook for the new sender in Infobip too.

Disconnect

1. On the connected account, click Disconnect.
2. Click Disconnect again to confirm.

Your AI agent stops replying on this number, and the saved details are deleted. Remove the webhook from the sender's inbound configuration in Infobip as well, so Infobip stops sending messages to the platform.

Supported messages

Messages your users send

Message type	What your AI agent receives
Text	The text
Image, video, audio	The file, stored by the platform, with its caption
Document or other file	The file, stored by the platform, with its caption
Location	The latitude and longitude, plus the name and address when the user shares them
Button reply	The button's value, the same text that was set on the button
List reply	The value of the row the user picked

The user's WhatsApp profile name is saved on their profile when Infobip includes it.

Other message types, such as reactions and payment or flow replies, aren't processed yet.

Messages your AI agent sends

Message type	How it's sent
Text	As text
Image, video, document	As the file, with your text as the caption. Documents keep their file name
Location	As a location pin, with its name and address
Quick replies	As a message with up to 3 reply buttons. Button text is cut to 20 characters, and a text header and footer are kept
List	As a WhatsApp list. Row and section titles are cut to 24 characters
Cards	The first card is sent, as an image or text with up to 3 reply buttons
Location request	As a plain text message

Quick replies and cards that include an image, video or document are sent as the media message with the buttons below it, because the Infobip Messages API only accepts a text header.

Message status

Each message your AI agent sends shows one of these statuses:

Status	Meaning
Sent	The platform handed the message to Infobip
Pending	Infobip accepted the message and is delivering it
Delivered	The message reached the user's phone
Read	The user opened the message
Failed	Infobip couldn't deliver the message. The error from Infobip is saved with the status

Template messages and notifications

You can send WhatsApp template messages, for example notifications, from this sender. They are sent through Infobip by template name and language.

• Create and get approval for your templates in Infobip. Templates aren't synced from Infobip to the platform.
• Template body variables are filled in order, as {{1}}, {{2}} and so on.
• A text, image, video or document header is supported.
• Variables in template buttons, such as a dynamic URL suffix, aren't supported yet.

Limitations

• One WhatsApp provider per AI agent. You can't connect WhatsApp (Infobip) while another WhatsApp provider is connected to the same AI agent.
• No click-to-WhatsApp ad details. Messages that start from an ad arrive as normal messages, without the ad details.
• Location requests are sent as plain text.
• Templates aren't synced from Infobip, and template button variables aren't supported.
• Older Infobip connections set up by the Integrations team keep using the older setup until you disconnect them and connect this channel.

Troubleshooting

Connection errors

Message	What to do
Enter your Infobip base URL as shown in the Infobip portal, for example https://xxxxx.api.infobip.com.	Use your account's base URL. Only addresses that end in api.infobip.com are accepted.
The Infobip base URL is incorrect.	Copy the base URL again from the Infobip web interface.
The Infobip API key is invalid.	Copy the API key again from the API keys page in Infobip.
This Infobip API key does not have permission to send WhatsApp messages.	Give the key permission to use the Messages API in Infobip, or create a new key.
Infobip rejected a test message from this sender.	Check that the number is a WhatsApp sender on this Infobip account and that you entered it with digits only.
Infobip is rate limiting this account.	Wait a minute and try again.
Could not reach Infobip or Infobip could not verify these details right now	Check the base URL. If it's correct, try again in a moment. Nothing was saved.
This bot already has a WhatsApp provider connected	Disconnect the other WhatsApp provider first.

Users' messages don't reach your AI agent

• Check that the webhook URL in Infobip is exactly the one shown on the connected account.
• Check that the format in Infobip is MO_MESSAGES_API_JSON.
• If you disconnected and connected again, or changed the sender number, update the webhook in Infobip.

Images or files from users don't come through

Text arrives but media doesn't: the API key probably isn't allowed to download media. Update the key's permissions in Infobip, then enter the key again under Edit details.

Replies fail

Check the message status. When it's Failed, the error Infobip returned is saved with the status. A common cause is that the user's 24-hour customer service window has closed, so only a template message can be sent.