Infobip Conversations

Top Features

• Unified workspace

  One workspace to manage all conversational messaging.

• User roles

  Set up Supervisor and Agent roles and permissions.

• Omnichannel conversations

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

• Tags

  Add tags to conversations to categorize them based on topic, product, service, or any other category.

• Queues & routing

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

• 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.

• 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.