Product Updates Q1 2026 

Welcome to our Q1 2026 Product Update. We’re excited to share the latest innovations and capabilities designed to help you build autonomous customer experiences, scale intelligent automation, and turn data into action — now with AI woven more seamlessly into every step of the journey. 

Antonija Karin
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The Quarter We Gave AI a Place to Live

Q1 brings intelligence to the core of customer communication. We’re introducing AgentOS to unify your entire stack, AI agents that understand context and take action autonomously, enabling WhatsApp Business App and Cloud API to finally work together, eliminating RCS billing uncertainty with real-time transparency, and connecting AI agents to global communication channels through MCP servers.  

Here’s what’s new — and what it means for the way you build and run customer experiences. 

Quarterly Highlights

In the video below, Juraj walks you through our biggest updates Q1 updates: 

  • AgentOS: We’ve unified our entire SaaS stack into one platform built for autonomous communication. AgentOS lets you start every conversation with context, orchestrate AI agents that execute across channels, understand customers with unified data, and achieve automation that resolves, not just responds.
  • AI Agents: AI Agents understand your customers, take action across your systems, and work alongside your teams. Powered by knowledge, connected to your infrastructure, backed by enterprise security. Build them your way — with drag-and-drop, pre-built templates, or simply by describing what you need and letting AI create the workflows.
  • Data Insights: AgentOS Insights brings together data across whole customer journey — so you can understand what customers want, where they drop off, and what’s driving results. Customer context doesn’t stay locked in one interaction; it carries forward, making every touchpoint more informed than the last. Diagnose issues, measure impact, and get clear direction on what to improve next 

And that’s not all — more updates across our channels follow below, from expanded MCP infrastructure to WhatsApp and RCS enhancements and advanced analytics.

AgentOS: Sender-based Analytics

Analytics just got a lot more useful for teams managing multiple senders, campaigns, or business units.  

Now you can analyze performance by sender — filter, group, and compare results across teams, campaigns, or business units. Instantly see which senders are driving impact and uncover patterns that help improve overall performance. Make smarter, data-driven decisions with a clearer picture of your messaging strategy. 

Key benefits: 

  • Deep sender insights: Drill into analytics by sender for a complete view of performance  
  • Compare and benchmark: Measure teams, campaigns, or units side by side to spot top performers   
  • Monitor activity: Track sender performance in conversations, flows, and chatbot interactions  
  • Dynamic dashboards: Build custom dashboards that update automatically with new data  
  • Data-driven decisions: Use insights to optimize team effort and improve results   

MCP Servers: Provide AI Agents Communication Superpowers

Infobip’s MCP Servers enable AI agents to access production-grade communication capabilities through the Model Context Protocol. Agents can engage customers across channels like SMS, RCS, WhatsApp, and Viber, while also sending push notifications, delivering voice messages, and verifying identities — all without custom integrations. 

New MCP Servers:

We’ve expanded MCP with new servers that give AI agents more ways to communicate and verify users — all through a single, unified interface. 

  • Voice – AI agents can now send voice messages using text-to-speech, adding a more human, accessible layer to communication
  • Mobile Messaging – AI agents can trigger push notifications to mobile apps via Infobip’s SDKs, reaching users instantly through services like APNs and FCM
  • CAMARA – AI agents can tap into telco network capabilities like SIM swap detection and number verification

Infobip MCP on Microsoft Foundry 

Infobip MCP Servers are now available on Microsoft Foundry, making it easier for teams already in the Microsoft ecosystem to discover, deploy, and integrate communication capabilities into their AI solutions. 

Key benefits across all MCP servers: 

  • AI-native communication: Connect agents to real channels without custom integration work 
  • Production-grade infrastructure: Built on Infobip’s global, carrier-grade backbone  
  • Enterprise security: Maintain compliance with telco-grade security and identity verification   
  • Modern developer experience: Available through Microsoft Foundry and modern AI frameworks   

WhatsApp: Automation, Carousels, and Payments

WhatsApp Co-Existence: Keep the App, Add the API

With the latest co-existence support, businesses can now run both the WhatsApp Business App and Cloud API simultaneously on the same phone number. Personal conversations through the Business App stay free, catalog and labels stay intact, voice calls work as always, while the Cloud API handles automation, broadcasts, and integrations in parallel. 

All messages sync in real time across both surfaces. Soon, businesses will be able to pull up to six months of chat history and contacts directly into the API platform, making migration smoother than ever.

Key Benefits:

  • Keep what works: Continue using the Business App for personal, 1-on-1 conversations that stay free 
  • Add automation without migration: Run Cloud API in parallel for broadcasts, integrations, and workflows 
  • Zero message loss: Real-time sync across both surfaces means nothing slips through   
  • Smooth transition path: Pull chat history and contacts into the API platform when you’re ready 

Media Carousels: One Message, Multiple Stories

Sometimes a single image isn’t enough to tell the story. Media Carousel Messages turn single-image messages into swipeable, multi-card experiences. Each card has its own image or video, copy, and CTA buttons.

Unlike Product Carousels locked to catalogs, Media Carousels work for any content: seasonal campaigns, service menus, product launches, how-to guides. Marketing and CX teams get full creative control over what gets shown, in what order, and where it leads.

Key Benefits:

  • Richer storytelling: Multiple cards in one message let you showcase more without overwhelming 
  • Full creative freedom: Not limited to catalog items—use any content that drives your goals
  • Independent card control: Each card gets its own media, copy, and call-to-action buttons   
  • Higher engagement: Swipeable, interactive content outperforms static messages 

Multipayment API: All of Brazil’s Favorite Payment Methods

The Multipayment API in Brazil now supports Payment Links alongside Pix and Boleto — covering the three most popular payment methods in the country in one unified API. Two methods can be active in combination at any time, giving customers flexibility at checkout and giving businesses a cleaner, more complete payments story for the Brazilian market. 

Key Benefits:

  • Complete payment coverage: Support all three major Brazilian payment methods (Pix, Boleto, Payment Links) 
  • Customer flexibility: Let customers choose their preferred payment method at checkout 
  • No conversation breaks: Complete checkout without leaving WhatsApp 
  • Reduced cart abandonment: Seamless, in-app payments keep customers in the flow 

RCS: Transparency, Speed, and Human Touch

Full RCS Sender Management in Portal & API

Launching an RCS sender is now entirely self-service. A guided, step-by-step form walks you through everything required to launch, with real-time status tracking and automatic validation cutting onboarding time in half. 

No more back-and-forth, missing details, or waiting on approvals. Submit your request, track progress instantly, and launch faster with a streamlined, frictionless setup experience. 

Key benefits: 

  • 50% faster onboarding: Self-service portal eliminates manual back-and-forth 
  • Real-time status tracking: See exactly where your launch request stands at every step 
  • Automatic validation: Catch errors before submission, reducing rejections and delays 
  • Available everywhere: Launch senders via Portal UI or API, whichever fits your workflow 

Conversational Billing Transparency: Know Exactly What You’re Paying

Businesses can now clearly see how every RCS conversation is billed — when it starts, which messages belong to it, and exactly how each one is charged. With full visibility into conversation lifecycles and billing logic, teams can easily reconcile costs, test scenarios with confidence, and optimize conversational journeys without guesswork. 

What was once a black box is now fully transparent: new delivery report fields and message events reveal how and why each message is billed, while a real-time “Conversation Started” webhook signals the exact moment billing shifts to conversational mode. 

Key benefits: 

  • No billing surprises: See exactly when conversations start and how messages are charged 
  • Easy cost reconciliation: Match messages to conversations to invoices without guesswork 
  • Test with confidence: Realistic testing scenarios show exactly what you’ll pay 
  • Competitive differentiation: This transparency isn’t available from other CPaaS providers 

Conversation Status Indicators: Business Messaging That Feels Like a Real Conversation

RCS conversations now show typing indicators and read receipts to customers. When a brand or AI agent reads a customer’s message and starts typing a response, the customer sees it instantly 

Brands can trigger “typing” and “read/seen” indicators directly from CRM or contact center systems, keeping RCS fully in sync with internal workflows.
The result: smoother conversations, fewer follow-ups, and interactions that feel genuinely immediate and responsive 

Key benefits: 

  • Real-time visibility: Customers see when their message is read and when you’re responding 
  • Reduced anxiety: No more “Did they get my message?” uncertainty 
  • Fewer repeat inquiries: Customers don’t need to send follow-ups or call support 
  • More human conversations: Business messaging that feels like chatting with a friend 

Analyze: Improved Visibility, Stronger Compliance

Microsoft Operator Connect & Flash Calls in Detailed Reports and Logs 

We’ve expanded reporting capabilities by adding Microsoft Operator Connect and Flash Calls events directly within Detailed Reports and Logs. Customers now have greater visibility into call traffic, improving monitoring, performance tracking, and troubleshooting. 

Key benefits: 

  • Complete call visibility: See Operator Connect and Flash Call events alongside standard voice traffic 
  • Better monitoring: Track all call types in one place for a complete view of activity 
  • Faster troubleshooting: Access detailed call data to investigate issues quickly 

Analyze Logs: Email Content Storage and Download

Clients can now store and download full email content (.eml format) directly from Analyze Logs, including headers, body, and attachments. This add-on service centralizes compliance and auditing, without relying on external archiving tools.

Key benefits: 

  • Compliance made easy: Maintain complete email records to meet regulatory requirements 
  • Centralized archiving: Store and retrieve email content directly within the platform 
  • Faster dispute resolution: Access the exact message content sent to recipients for verification  
  • No external tools needed: Eliminate reliance on third-party archiving solutions   

And that’s a wrap!

Q1 marks the start of a new chapter — one where AI is no longer an add-on, but a core part of how customer communication is built and delivered. These updates lay the foundation for more autonomous, intelligent experiences, bringing together your data, channels, and workflows into one cohesive system.

Helping you move faster with AI, reduce complexity, and turn insight into action — and yet, we are just starting.  

Visit the Product Updates Hub for a quick overview of the past quarterly updates and stay tuned for what’s coming next.

See you in July 2026!