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OpenCX works alongside your team inside Infobip Conversations. The AI replies on the same conversation your customer is writing to — whatever the channel — escalates cleanly when automation stops, and leaves an AI-written internal note on every handoff so your rep picks up with full context.
Setup starts at Settings → Integrations in your OpenCX dashboard.

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What you get

WhatsApp, SMS, email, live chat, RCS, Viber, Messenger, Instagram, Telegram, and more — whatever channel the conversation arrives on, OpenCX receives it, matches it to a session, and the AI replies back on the same channel as the Infobip agent you designate.
The AI only answers conversations assigned to the dedicated AI Agent you pick in settings. Optionally enable Handle unassigned conversations to also let the AI claim conversations no one owns yet — it assigns them to itself before replying, so ownership is always explicit.
When the AI escalates, OpenCX posts an internal note with the AI summary and detected sentiment, tags the conversation opencx_handed_off, and unassigns it so your Infobip routing can pick it up. The customer never sees the note; your rep reads it before typing.
When the AI resolves, OpenCX tags the conversation opencx_resolved and (by default) closes it in Infobip with a resolution note. When a rep closes or reopens the conversation in Infobip, the matching OpenCX session closes or reopens too.
Conversation attributes (priority, channel, queue, topic) arrive on the OpenCX session as ib_* custom data, and the customer’s Infobip People profile attributes land on the contact — so Autopilot actions and your reps see the same context Infobip has.

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How a message flows

Contacts are matched by the customer’s phone number or email from the inbound message. Media the customer sends (images, files, audio, video) is copied into OpenCX storage so it stays visible after Infobip’s links expire.

Connect Infobip

Create an API key, pick your AI agent, register the webhook subscription.

Troubleshooting

AI not replying, webhook silent, conversations not closing.

Human handoff

Global handoff rules and office hours.

Autopilot topics

Control which topics the AI answers versus escalates.