> ## 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 troubleshooting

> Debug Infobip credentials, webhook subscriptions, assignment gating, media delivery, and conversation status sync.

Before debugging, have this ready:

* Your Infobip <Tooltip tip="The account-specific URL like https://abc123.api.infobip.com, shown on Infobip API docs pages when logged in.">Base URL</Tooltip> and the **AI Agent** selected in the integration settings.
* A specific OpenCX session ID (from [Inbox](https://platform.open.cx/inbox)) or Infobip conversation ID where the problem shows.

<Tip>
  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.
</Tip>

## 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](https://platform.open.cx/settings/integrations) |
| 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](https://platform.open.cx/settings/integrations) + the conversation's assignee history                        |
| None of the above                                     | Open a support request with the session ID, the Infobip conversation ID, and a timestamp                             | [support@open.cx](mailto:support@open.cx)                                                                                              |

### **AI went quiet after a human touched the conversation**

<Tooltip tip="OpenCX skips replies when the conversation is assigned to anyone other than the AI agent, and when the conversation is closed. This is the ownership guard, not a bug.">
  Likely cause
</Tooltip>

: 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**

<Tooltip tip="On handoff OpenCX tags the conversation opencx_handed_off and unassigns it. Routing the unassigned conversation to a team is your Infobip configuration's job.">
  Likely cause
</Tooltip>

: 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.

### **WhatsApp replies fail after a day of silence**

<Tooltip tip="WhatsApp enforces a 24-hour customer-service window. Outside it, free-form messages are rejected by the channel — an Infobip/WhatsApp rule, not an OpenCX one.">
  Likely cause
</Tooltip>

: 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

<CardGroup cols={2}>
  <Card title="Connect Infobip" icon="plug" href="/integrations/infobip/connect">
    Re-verify credentials, the AI agent, and the webhook subscription.
  </Card>

  <Card title="Overview" icon="comments" href="/integrations/infobip/overview">
    What the Infobip integration does and how messages flow.
  </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>