- Your Infobip and the AI Agent selected in the integration settings.
- A specific OpenCX session ID (from Inbox) or Infobip conversation ID where the problem shows.
Common scenarios
| Symptom | Likely cause | Where to check |
|---|---|---|
| AI never replies to anything | Webhook subscription missing in Infobip — registering it is a manual step | Infobip portal → subscriptions; compare receiver URL with the one in OpenCX settings |
| AI replies to some conversations but not others | Conversation isn’t assigned to the AI agent, and Handle unassigned conversations is off | Infobip Conversations dashboard — check the assignee |
| Connect fails with a credentials error | Wrong Base URL, or the API key lacks the conversations:manage scope | Infobip Developer Tools → API Keys — recreate the key with the right scope |
| Customer images/files missing from the session | Media re-hosting failed; OpenCX falls back to Infobip’s short-lived link, which expires | Open the session soon after — if the link is dead, check the session timeline for upload errors and contact support |
| AI resolved, but the Infobip conversation stayed open | Close Infobip conversation when resolved is toggled off, or another agent owned the conversation at resolve time | OpenCX Infobip settings + the conversation’s assignee history |
| None of the above | Open a support request with the session ID, the Infobip conversation ID, and a timestamp | [email protected] |
AI went quiet after a human touched the conversation
: the conversation was assigned to a human or closed in Infobip. Fix: this is expected — once a human owns the conversation, the AI stays out of it. Reassign the conversation to the AI agent in Infobip to resume AI handling.Handoffs land unrouted in Infobip
: no Infobip routing picks up unassigned conversations. Fix: point your Infobip routing at theopencx_handed_off tag, or have your team work the unassigned queue. The AI’s summary and sentiment are in the internal note on the conversation.
WhatsApp replies fail after a day of silence
: the 24-hour WhatsApp window closed. Fix: the customer’s next inbound message reopens the window. To reach out first, send a pre-approved WhatsApp template from Infobip.Limits & timing
| Value | |
|---|---|
| Duplicate webhook deliveries | Repeated deliveries of the same message are ignored for 24 hours |
| Inbound media | Copied into OpenCX storage; if the copy fails, the original Infobip link is kept, but it is short-lived and will eventually expire |
| AI replies | Text only — the AI does not send images or files back through Infobip |
| Closed conversations | Infobip rejects writes to closed conversations; the AI cannot reply until the conversation is reopened |
Related Documentation
Connect Infobip
Re-verify credentials, the AI agent, and the webhook subscription.
Overview
What the Infobip integration does and how messages flow.
Human handoff
Global handoff rules and office hours.
Autopilot topics
Control which topics the AI answers versus escalates.