> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Infobip overview

> Run Infobip Conversations as the surface your agents work in while OpenCX answers across WhatsApp, SMS, email, and live chat.

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.

<Tip>
  Setup starts at [**Settings →
  Integrations**](https://platform.open.cx/settings/integrations) in your OpenCX
  dashboard.
</Tip>

## What you get

<AccordionGroup>
  <Accordion title="One AI across every Infobip channel" icon="layer-group">
    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.
  </Accordion>

  <Accordion title="Assignment decides what the AI touches" icon="route">
    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.
  </Accordion>

  <Accordion title="Handoff preserves the thread" icon="user-group">
    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.
  </Accordion>

  <Accordion title="Status stays in sync both ways" icon="rotate">
    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.
  </Accordion>

  <Accordion title="Infobip context lands on the session" icon="sliders">
    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.
  </Accordion>
</AccordionGroup>

## How a message flows

```mermaid theme={"dark"}
flowchart LR
  A[Customer message on any Infobip channel] --> B[Infobip subscription webhook]
  B --> C[OpenCX matches conversation + contact]
  C --> D[AI replies as your AI Agent]
```

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.

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Connect Infobip" icon="plug" href="/integrations/infobip/connect">
    Create an API key, pick your AI agent, register the webhook subscription.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/infobip/troubleshooting">
    AI not replying, webhook silent, conversations not closing.
  </Card>

  <Card title="Human handoff" icon="user-group" href="/handoff/introduction">
    Global handoff rules and office hours.
  </Card>

  <Card title="Autopilot topics" icon="robot" href="/handoff/topics">
    Control which topics the AI answers versus escalates.
  </Card>
</CardGroup>