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The Infobip integration uses an to read and write conversations, plus a webhook subscription you register in the Infobip portal that pushes conversation events to OpenCX.
Setup takes about 10 minutes. You need admin access in both the Infobip portal and your OpenCX organization.

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Before you start

The AI replies as an Infobip agent you designate, and only answers conversations assigned to that agent. Create a dedicated agent (for example OpenCX AI) in the Infobip Conversations dashboard rather than reusing a person’s account.
You’ll create an API key under Developer Tools → API Keys and a subscription that delivers conversation events — both need Infobip admin access.
Required to save integration settings in Settings → Integrations.

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Setup

1

Find your Base URL

Log in to Infobip and open any API documentation page — your account-specific base URL is shown at the top. It looks like https://abc123.api.infobip.com.
2

Create an API key

In the Infobip portal, go to Developer Tools → API Keys and create a key with the conversations:manage scope (under the Customer Engagement section).
Copy the key immediately — Infobip only shows it at creation.
3

Enter your credentials in OpenCX

In your OpenCX dashboard, go to Settings → Integrations, select Infobip, and fill in:
FieldValue
Base URLYour account-specific URL, e.g. https://abc123.api.infobip.com.
API KeyThe key you just created.
Click Connect. OpenCX validates the credentials against the Infobip API before saving.
4

Pick the AI agent

After connecting, the AI Agent dropdown loads the agents from your Infobip workspace. Pick the dedicated agent the AI should reply as.The AI only answers conversations assigned to this agent. Two toggles refine the behavior:
ToggleDefaultWhat it does
Handle unassigned conversationsOffWhen on, the AI also picks up conversations with no assignee — it assigns them to the AI agent, then replies. Turn this on when the AI is your front door.
Close Infobip conversation when resolvedOnWhen the AI resolves a session, OpenCX also closes the Infobip conversation and posts a resolution note.
5

Register the webhook subscription in Infobip

Copy the Webhook URL shown at the top of the OpenCX Infobip settings. Then, in the Infobip portal, create a subscription with that URL as the receiver, covering conversation events (inbound and outbound messages, status, assignment, and note events).
The webhook URL contains a signed token tied to your organization — treat it like a password. And without the subscription, no events reach OpenCX and the AI stays silent: this manual step is the one most often missed.
6

Send a test message

Write in on any connected channel (for example your WhatsApp number). Assign the conversation to the AI agent — or just send, if Handle unassigned conversations is on. Within a few seconds:
  1. A new session appears in your OpenCX Inbox.
  2. The AI’s reply appears in the Infobip conversation as your AI agent, on the same channel.
If nothing appears, jump to Troubleshooting.

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Disconnecting

In OpenCX, open the Infobip integration and disconnect it. Then delete the subscription in the Infobip portal. Conversations already exchanged stay in your OpenCX inbox; no new Infobip events flow in, and the AI stops replying.

Overview

What the Infobip integration does and how messages flow.

Troubleshooting

Credentials failing, webhook silent, AI skipping conversations.

Human handoff

Global handoff rules and office hours.

WhatsApp channel

OpenCX’s native WhatsApp channel, if you don’t route through Infobip.