Title: Product Updates Q2 2025 

URL: https://www.infobip.com/product-updates/product-updates-q2-2025

## A Platform Built For Your Growth:

In Q2, we’ve continued to strengthen our platform capabilities. Building on last quarter’s momentum, this release puts smarter automation front and center - with updates like enhanced u003cstrongu003eWhatsApp Flowsu003c/strongu003e and new u003cstrongu003eanalytics and reportingu003c/strongu003e tools for u003cstrongu003echatbotsu003c/strongu003e. With u003cstrongu003eWhatsApp Businessu003c/strongu003e and u003cstrongu003eViber voice callsu003c/strongu003e now available through both u003cstrongu003eConversationsu003c/strongu003e and u003cstrongu003eAPIu003c/strongu003e, along with a range of omnichannel improvements, we’re making it even easier for you to stay connected and deliver outstanding experiences as you grow.

## Quarterly Highlights:

Watch the video for a walkthrough of what’s new, or jump straight into the highlights and explore everything at your own pace.

The video above provides an in-depth look at our latest updates and features. Here's a quick summary of the key highlights covered:

u003cliu003eu003cstrongu003eRCS Capability Checker:u003c/strongu003e u003cbru003eQuickly see what portion of your audience can actually be reached via RCS, so you can plan smarter campaigns. u003c/liu003eu003cliu003eu003cstrongu003eWebView in RCS:u003c/strongu003e u003cbru003eLet users interact with web pages, forms, or payments without ever leaving the chat, thanks to our new in-conversation WebView. u003c/liu003eu003cliu003eu003cstrongu003eAI Agent for WhatsApp Flows:u003c/strongu003e u003cbru003eCreate, launch, and manage interactive WhatsApp Flows in minutes with our new AI-powered Flow Builder. Apply u003ca href=u0022https://www.infobip.com/c/ai-agents-whatsapp-flows?utm\_source=signatureu0026amp;utm\_medium=referralu0026amp;utm\_campaign=1970625\_r\_referral\_awareness\_cpaas-wa\_gl\_zz\_en\_iu0026amp;utm\_term=en\_mix-na\_cpaas-wa\_gl\_zzu0026amp;utm\_content=signature\_nau0022 target=u0022\_blanku0022 rel=u0022noreferrer noopeneru0022u003ehereu003c/au003e for early access. u003cbru003e u003cbru003eAdditionally, if you are building omnichannel interactions via our Messages API, WhatsApp Flows is now available on top of the usual capabilities – that means you can take advantage of new features like time pickers, multi-select lists, and Open URL/WebView actions. u003c/liu003eu003cliu003eu003cstrongu003eWhatsApp u0026amp; Viber Voice in Conversations:u003c/strongu003e u003cbru003eAgents can now handle WhatsApp Business Calls and Viber voice calls alongside chats in a single thread, making support faster and more seamless. u003c/liu003e

u002du002du002du002du002du002du002du002du002du002du002du002du002du002du002du002du002du002du002du002d-

Beyond what’s covered in the video, this blog highlights even more feature updates from Q2. 

Discover how u003cstrongu003eAI analyticsu003c/strongu003e and automated u003cstrongu003echatbot reportsu003c/strongu003e bring you clearer insights into every conversation. Check out the latest u003cstrongu003evoice capabilities u003c/strongu003e- from u003cstrongu003eenhanced transcriptionu003c/strongu003e to u003cstrongu003eWhatsApp Business Callingu003c/strongu003e. Plus, explore new ways to engage customers with u003cstrongu003eViber’su003c/strongu003e u003cstrongu003eCarousel, List, and OTP messagesu003c/strongu003e. 

We’ve also made it easier to personalize and automate campaigns with improved integrations for u003cstrongu003eSalesforceu003c/strongu003e, u003cstrongu003eOracle Eloquau003c/strongu003e, u003cstrongu003eOracle Fusion Serviceu003c/strongu003e, u003cstrongu003eMicrosoft Dynamics 365u003c/strongu003e, and u003cstrongu003eHubSpotu003c/strongu003e. 

Lastly, we break down what’s changed with the new u003cstrongu003eWhatsApp pricing model.u003c/strongu003e 

## AI Analytics: Smarter Insights, Faster Improvements 

AI Analytics reporting now enables you to quickly understand what’s happening across all your assistants.  

u003cliu003eEnhanced u003cstrongu003emulti-bot reportingu003c/strongu003e lets you compare trends and performance at a glance, giving you a clearer view of what’s working and where improvements are needed. u003c/liu003eu003cliu003eWith new u003cstrongu003etopic groupingu003c/strongu003e, granular insights are consolidated into actionable themes, making it much easier to identify unresolved queries, off-topic messages, and contextual mistakes. u003c/liu003e

These improvements lead to enhanced responsiveness and performance, with less manual tweaking over time. 

u003ca href=u0022https://www.infobip.com/financial-servicesu0022u003eBFSI u003c/au003e- Detect potential spam or fraud early and enable faster intervention.

u003ca href=u0022https://www.infobip.com/retail-and-ecommerceu0022u003eRetail u003c/au003e- Track and improve performance on order tracking, returns, and agent handovers.u003cbru003eu003cbru003eu003ca href=u0022https://www.infobip.com/transportation-logisticsu0022u003eTravelu003c/au003e - Boost service quality during peak periods by optimizing automated conversations.

## Answers Performance Report: Optimize Your Chatbot Conversations

Get instant, actionable insights into your chatbot flows with the new Answers Performance Report. With AI-powered analysis, you can quickly identify where users are dropping off and understand what’s impacting conversion.  u003cbru003e u003cbru003eThe report doesn’t just highlight issues - it also suggests targeted improvements, so you can refine your flows, boost engagement, and maximize the value of your chatbot. 

u003ca href=u0022https://www.infobip.com/financial-servicesu0022u003eBFSI u003c/au003e- Identify drop-off points in key flows like loan applications or account servicing, enabling smarter automation and a smoother, more secure customer journey.

u003ca href=u0022https://www.infobip.com/retail-and-ecommerceu0022u003eRetail u003c/au003e- Uncover where shoppers abandon their journeys and why - empowering brands to fine-tune chatbot flows, reduce cart abandonment, and boost conversions.

## Speech Capture Enhancements: More Accurate Transcriptions, Greater Control

Developers now have even more flexibility over speech recognition in the Calls API. With new controls for punctuation, number formatting, filler word management, and support for custom dictionaries, you can fine-tune transcriptions to fit your specific needs.  u003cbru003e u003cbru003eThese enhancements mean cleaner, more accurate results and a better experience for both you and your end users. 

## WhatsApp Business Calling API: Transform Customer Conversations

WhatsApp Business Calling API is now available to all users. This major update lets your teams seamlessly move from chat to voice calls - all within one app. 

With this new update, you can:   

u003cliu003eResolve complex issues faster by turning chats into live calls, without switching channels. u003c/liu003eu003cliu003eKeep every conversation together in one thread, so nothing gets lost and agents always have context. u003c/liu003eu003cliu003eRely on end-to-end encrypted calls to support privacy and compliance. u003c/liu003e

## Viber Messaging: Engage Customers in More Ways

We’ve introduced three new Viber message types to help you create richer, more interactive conversations: 

u003cliu003eu003cstrongu003eList Messages:u003c/strongu003e Simplify choices for your customers by presenting up to five predefined response options. u003c/liu003eu003cliu003eu003cstrongu003eCarousel Messages:u003c/strongu003e Showcase up to five cards in a single message, each featuring an image, text, and a call-to-action button.u003c/liu003eu003cliu003eu003cstrongu003eOTP Messages:u003c/strongu003e Deliver fast and secure one-time passwords right through Viber’s trusted business messaging. u003c/liu003e

u003ca href=u0022https://www.infobip.com/financial-servicesu0022u003eBFSI u003c/au003e- Use OTPs for secure transaction authentication and List for rapid customer feedback or service options.

u003ca href=u0022https://www.infobip.com/retail-and-ecommerceu0022u003eRetail u003c/au003e- Use Carousels to make product promotions more engaging and use List for fast customer surveys.

## Seamless Integrations and Advanced Personalization 

We’ve rolled out several updates to help you connect with your customers and personalize experiences across your favorite platforms: 

u003cliu003eMessage customers via SMS and WhatsApp directly without leaving your agent interface, within u003ca href=u0022https://partners.infobip.com/exchange/oracle-fusion-serviceu0022 target=u0022\_blanku0022 rel=u0022noreferrer noopeneru0022u003eu003cstrongu003eOracle Fusion Serviceu003c/strongu003eu003c/au003e workflows. u003c/liu003eu003cliu003eWith u003ca href=u0022https://partners.infobip.com/exchange/hubspot-messagingu0022 target=u0022\_blanku0022 rel=u0022noreferrer noopeneru0022u003eu003cstrongu003eHubSpotu003c/strongu003eu003c/au003e, sales and support teams can now connect via RCS and Viber, alongside SMS and WhatsApp - enabling richer, two-way conversations right inside your Hubspot Inbox. u003c/liu003eu003cliu003eu003ca href=u0022https://partners.infobip.com/exchange/microsoft-dynamics-365-customer-insights-journeys-whatsapp-viberu0022 target=u0022\_blanku0022 rel=u0022noreferrer noopeneru0022u003eu003cstrongu003eDynamics 365 Customer Insights – Journeysu003c/strongu003eu003c/au003e now supports RCS alongside SMS, WhatsApp and Viber, plus the ability to assign multiple sender numbers for more targeted campaigns. u003c/liu003eu003cliu003eBuild highly personalized campaigns across SMS, RCS, and Viber in u003ca href=u0022https://partners.infobip.com/exchange/salesforce-marketing-cloudu0022 target=u0022\_blanku0022 rel=u0022noreferrer noopeneru0022u003eu003cstrongu003eSalesforce Marketing Cloudu003c/strongu003eu003c/au003e, now with advanced AMPscript support and enhanced features for Kakao Chingu. u003c/liu003eu003cliu003eAs an u003ca href=u0022https://partners.infobip.com/exchange/oracle-eloquau0022 target=u0022\_blanku0022 rel=u0022noreferrer noopeneru0022u003eu003cstrongu003eOracle Eloquau003c/strongu003eu003c/au003e user, you can now take personalization to the next level by adding dynamic parameters and branded short links to any campaign. u003c/liu003e

## WhatsApp Pricing Update 

WhatsApp has switched to template-based pricing. Businesses are now charged per template message u003cstrongu003edeliveredu003c/strongu003e, while all Utility messages sent within the 24-hour customer service window are freeu003cstrongu003e of additional costsu003c/strongu003e. u003ca href=u0022https://www.infobip.com/pricingu0022 target=u0022_blanku0022 rel=u0022noreferrer noopeneru0022u003eLearn more.u003c/au003e