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Before debugging, have this ready:
  • 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.
Most issues are one of two things: the webhook subscription was never created in the Infobip portal, or the conversation isn’t assigned to the AI agent. Check those first.

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Common scenarios

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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.

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Handoffs land unrouted in Infobip

: no Infobip routing picks up unassigned conversations. Fix: point your Infobip routing at the opencx_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.

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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.

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Limits & timing

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.