Infobip vs Plivo (2026)

In the Tools section a customer adds three kinds of tool to each agent, a Component, an MCP server or an Exchange application, which let the agent call APIs, execute backend logic, retrieve external data and trigger automated workflows. Components encapsulate reusable logic and can orchestrate multiple API calls or backend processes for complex integrations.

MCP servers are configured with a name, endpoint URL, HTTP headers for authentication tokens, and an Allowed functions field naming which actions the server may take when called, so each connection is authenticated and scoped. Exchange applications are selected from a published integrations catalog. Underneath sits the messaging estate the agent acts through, more than fifteen natively integrated channels each with its own API, plus the modular CPaaS X stack.

Sourceinfobip.com/docs/ai-agents/ai-agents/configure-ai-agentread 2026-09-05

Flows act in other systems through app action nodes with prebuilt actions for Zendesk, HubSpot and Google Workspace, HTTP request nodes for any API, and call forward nodes.

The wider catalog adds Salesforce, Zoho CRM, Shopify, Stripe, Intercom, Jira, Notion, Airtable, Freshdesk, Slack, Google Calendar, Calendly, ServiceNow, GitHub, Google Sheets, MongoDB, BigQuery and PostgreSQL, along with MCP servers, API based tools and Python code nodes. In a single conversation an agent can look up a booking, check availability, book a slot and text a confirmation.

Apps are authenticated once under Settings and then used across agents, and the team handles that authentication and any field mapping itself before the Vibe Agent can use an app in a draft.

Sourceplivo.com/docs/aiagent/getstarted/overviewread 2026-10-11

An AI agent can be set up as an orchestrator that coordinates other agents. The customer adds subagents from a list, and the orchestrator delegates tasks to specialized agents, combines their responses and controls conversation routing, with the agents table showing how many subagents each orchestrator has connected. Each agent's Description field is what other agents read to decide when to call it.

Beneath that, Automation Studio builds journey flows and chatbots that route on rules, triggers and Customer Profiles data, and the Agent connector element drops an AI agent into a chatbot so deterministic flows and autonomous agents combine in one path. Agents themselves execute multi-step tasks, calling tools in sequence to reach a goal.

Sourceinfobip.com/docs/ai-agents/ai-agents/configure-ai-agentread 2026-09-05

Each agent is a flow on a drag and drop canvas. Nodes such as an AI reply, an app action, an HTTP request or a call forward are joined by paths that branch on the customer's input or on system conditions, and variables carry extracted or generated values from step to step. A trigger node starts the flow from a channel or an API call.

The Vibe Agent drafts a flow from a plain English description, first writing a plan that covers the trigger, channel setup, node settings, edge cases and when to close the call, asking clarifying questions and flagging requests it cannot build. By Plivo's own estimate the draft gets a flow about 70 percent of the way, and every generated node is meant to be reviewed by hand. The Playground highlights the active node and the path taken through the flow.

Sourceplivo.com/docs/aiagent/getstarted/overviewread 2026-10-11

Agents work across WhatsApp, SMS, RCS, MMS, email, voice, live chat, video, in-app messaging, mobile push, Viber, Messenger, Instagram, Telegram, Apple Messages for Business, Kakao, Line and Zalo, each with its own API page, all flowing through the same system.

Work starts in three ways, inbound when a customer reaches out on any supported channel, event-driven when Automation Studio journey flows are triggered by customer behavior or profile changes, and scheduled when journeys start on dates.

Voice is built in, with a Transfer call to AI agent element placing an agent inside an IVR flow, and Broadcast handles outbound at volume.

Sourceinfobip.com/docs/automation-studioread 2026-09-05

Flows start when a call, a web chat message, an SMS or a WhatsApp message arrives, or when another system sends an authenticated HTTP request with optional input parameters, with basic auth on by default.

One agent can go live on voice through a purchased number, WhatsApp through a business account with template management, web chat and SMS over 10DLC, and conversations run inbound and outbound.

Each number takes one inbound flow while one flow can answer several numbers, outbound calls start from an Initiate call node or an API request, and the flow branches on whether a call was answered, busy, unanswered or rejected.

Sourceplivo.com/docs/aiagent/aistudio/triggerread 2026-10-11

Knowledge agents are specialized agents for retrieving information from documents, URLs and files, built for FAQ-style interactions, and they sit alongside a Knowledge Base shared component available across AgentOS. Quality center has a dedicated Knowledge agents section that validates responses against expected answers and tracks quality over time, against a persistent body of content the customer curates. General-purpose AI agents reach the same material through tools and components. The Customer Profiles data platform is a separate database of customer profiles and events.

Sourceinfobip.com/docs/ai-agents/knowledge-agents/overviewread 2026-09-05

A knowledge base combines uploaded files of up to 64MB, including spreadsheets, PDFs, Word documents, text, JSON and XML, whole websites of up to 10,000 URLs with limits on depth and paths, and apps such as Notion, Confluence, Freshdesk, Zendesk and Intercom. Website and app sources refresh automatically as often as weekly, one knowledge base can serve several agents, and the agent runs a semantic search at every response step, passing the most relevant chunks to the model and pulling nothing when nothing matches.

Sourceplivo.com/docs/aiagent/aistudio/agentconfiguration/knowledgebaseread 2026-10-11

Customer Profiles is AgentOS's customer data platform, holding person and company profiles, attributes, segments and behavioral events, with interaction history available to AI agents so they can personalize responses and make context-aware decisions across sessions.

Agents also carry session state within a conversation, and past sessions can be viewed through Session history.

Customer Profiles is a store the customer loads and queries, not state the agent forms and retains, and Infobip has no agent memory product, no scope, lifetime or deletion control for retained agent state, and no memory entry in the AgentOS product set.

Sourceinfobip.com/docs/customer-profilesread 2026-09-05

Variables hold names, emails, IDs and other values the agent extracts while a flow runs. They are set on the AI conversation node's Extract Variables tab and passed to later steps, and each reply draws on the path the conversation has taken so far. Plivo says context carries over when one customer moves from one channel to another, though where that context is kept, for how long, and whether it reaches a separate conversation days later is left open.

Sourceplivo.com/docs/aiagent/getstarted/overviewread 2026-10-11

Guardrails are a field in the agent's Advanced settings with their own configuration page, where the customer selects content filters that detect and block harmful content in agent conversations, controlling what the agent can and cannot discuss. Release control sits with the customer too, since a configured agent stays a draft until a named version is created and explicitly activated for production, with earlier versions available to roll back to.

Each MCP server carries an Allowed functions list naming what it may do when called. When automation reaches its limit the conversation transfers to Inbox with the complete history, so the customer does not have to start over with the human agent, who works with an Inbox copilot. Infobip does not describe an approval step before an individual agent action goes out.

Sourceinfobip.com/docs/ai-agents/ai-agents/configure-guardrailsread 2026-09-05

Conversations hand over to human specialists assigned by agent, team or custom rules and routed by skills or queues, with business hours, holidays, agent status, SLAs, retries and workload managed from one dashboard, and calls transfer to a person by number forwarding or authenticated SIP transfer. Transfer to a human is included in the agent price. No step lets a person approve an action or a reply before the agent sends it.

Sourceplivo.com/docs/aiagent/getstarted/overviewread 2026-10-11

Infobip is audited regularly against ISO/IEC 27001, 27017, 27018 and 22301 and the ISAE 3000 standard, assessed annually, with certificates available for download at infobip.com/certificates and a full or summary copy of current reports provided on written request. It also holds a HIPAA attestation under SSAE 18, and its sub-processor list, data transfer agreement, data retention notice and privacy notice are all public at named URLs.

Single sign on works through any SAML 2.0 identity provider with SP-initiated flow, with identity-provider groups mapped to custom roles and re-synchronized on every login, and role-based access control with predefined and custom roles governs per-feature permissions. Admins can set two-factor authentication to be remembered or required at each login, and password validity and maximum login attempt policies, IP safelisting and separate API access permissions complete the controls. Infobip's identity, authentication and fraud prevention products are things it sells to its customers, not controls over the customer's own tenant.

Sourceinfobip.com/docs/essentials/manage-my-account/account-settingsread 2026-09-05

Plivo holds a SOC 2 certification of unstated type, audited each year by an independent firm, is certified compliant with PCI DSS Level 1, has completed a CSA STAR Level 1 self assessment, takes part in the EU and US Data Privacy Framework, and signs a HIPAA business associate agreement on Enterprise.

Each user signs in with unique credentials, a passphrase and a phone verification code sent by SMS or voice call, data is encrypted with TLS 1.2 or higher in transit and 256 bit AES at rest, and backups are encrypted and stored redundantly. Single sign on comes with the Enterprise plan, and Plivo says nothing of roles or permissions inside the studio.

Sourceplivo.com/securityread 2026-10-11

Insights and Analytics, one of the five AgentOS products, monitors AI agent performance, tool usage and session tracking through dedicated dashboards, with every interaction across all five products feeding it and the output covering performance metrics, root causes and AI-driven recommendations. Tool usage and session tracking record what an individual agent did, not only an aggregate.

From inside an agent, Go to Session history opens previous sessions with their analytics, and View as code renders the running configuration. Changes are tracked separately, since agents autosave up to ten draft versions, named versions are created and activated deliberately, and version history records what was live when. Infobip does not describe an immutable audit log with actor and timestamp for configuration changes.

Sourceinfobip.com/docs/insights-and-analyticsread 2026-09-05

Six reporting dashboards cover conversations, customer metrics, agent and AI performance, availability and operations. In the Playground, analysis mode shows each node's execution with the prompt used, the tool response, response time and model metrics, and every session carries a run ID for tracing it in the logs. Outside the Playground, node by node detail on live conversations and a log of who changed an agent go unmentioned.

Sourceplivo.com/docs/aiagent/aistudio/playgroundread 2026-10-11

AI agents are available only in five data centers, Europe (EU1), Sweden (SE1), Germany (FR4), India (MUNM) and United States (NY2), so an account sits in a named region across three continents and the customer can tell which.

Infobip publishes its full legal tier openly, a sub-processor list, a data transfer agreement, a data retention notice and a privacy notice, each at its own public URL, plus an infrastructure overview and network connectivity options.

Infobip offers no self service or other way for the customer to choose or move their region, placement appears to be set at account provisioning, and there is no on premise, private cloud or single tenant deployment.

Sourceinfobip.com/docs/ai-agents/ai-agents/overviewread 2026-09-05

Plivo advertises data residency in the US, the EU and Asia Pacific, while its platform runs on Amazon Web Services compute and storage spread worldwide. Which region an account lands in, and whether the customer chooses it, is not spelled out. The studio runs as a hosted service only, with no private cloud or on premises edition.

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Agent instructions can be filled from predefined templates, Appointment booking agent, Order status assistant and Sales representative, and Automation Studio has its own predefined and custom templates to speed up journey and chatbot creation.

Agents move as units, since an existing agent can be duplicated, exported to a .export file and imported into another workspace. Components are reusable logic blocks selected from a list and shared across agents. AgentOS itself ships as five named products a customer switches on. The template set is small, and there is no browsable marketplace of ready made agents.

Sourceinfobip.com/docs/ai-agents/ai-agents/configure-ai-agentread 2026-09-05

The studio offers templates alongside plain English building, and Plivo's use cases cover lead capture, customer support, appointment booking, tech support, surveys and multichannel engagement. The Vibe Agent drafts a complete flow from a description, a fast start the team then shapes, as in Plivo's own example of sending a WhatsApp alert whenever a new Zendesk ticket arrives. Plivo sells no named agents a customer simply switches on.

Sourceplivo.com/ai-agentsread 2026-10-11

Under Advanced settings when configuring an AI agent, the Model field lets the customer select the LLM that best matches its requirements for reasoning capability, latency and cost, so each agent can run on a different model. It sits alongside Guardrails and structured output in the same settings panel, and the Instructions field acts as the system prompt for the underlying language model. Third party agents reaching Infobip through MCP are a matter of interoperability, not model choice.

Sourceinfobip.com/docs/ai-agents/ai-agents/configure-ai-agentread 2026-09-05

Each AI conversation node carries its own model setting, so the builder picks the LLM step by step, with GPT-4.1 as one option and Plivo advising teams to try several models to balance answer quality against latency. The studio's models come from the GPT and Llama families, with voices from Cartesia and ElevenLabs. In the Playground, analysis mode reports metrics for each model run. Developers on Plivo's code path pick their own speech to text, LLM and text to speech providers, such as Deepgram Nova 3 and Cartesia Sonic 2.

Sourcedocs.plivo.com/docs/aiagent/aistudio/nodereference/aiconversationread 2026-10-11

Infobip publishes an API reference, SDKs, release notes, an integrations catalog and a public roadmap, all reachable without a login, plus Postman collections, a GitHub organization and a developer Discord. Every channel is exposed as its own REST API, and the modular CPaaS X stack is sold specifically for platforms building on top.

On the agent side, MCP servers let an Infobip agent call outside systems with scoped allowed functions, and an agent's configuration can be viewed as code, exported to a portable file and imported elsewhere, with structured output constrained by a customer-defined JSON schema. Components let a developer encapsulate backend logic the agent then calls, and Exchange applications add partner integrations.

Sourceinfobip.com/docs/apiread 2026-09-05

Any flow can expose an API trigger that outside systems call over HTTP with basic auth and input parameters, starting the agent programmatically, so a CRM or scheduler can have an agent place an outbound call or send a message. Around the studio sit Plivo's voice and messaging APIs, SDKs and a CLI, and audio streaming and SIP trunking interfaces for agents built on other frameworks.

Sourceplivo.com/docs/aiagent/aistudio/triggerread 2026-10-11

AgentOS ships Quality center, a set of tools to monitor, evaluate and improve agent response quality, where the customer creates test groups, defines test cases, runs tests and reviews results to confirm agents behave as expected.

For Knowledge agents it validates responses against expected answers and tracks quality over time, producing a scored comparison. Separately, the build flow has a step before publishing, Test an AI agent, that validates agent responses and behavior, and agent versioning lets a team activate a specific version and roll back a bad one. The tests run against the customer's own agent.

Sourceinfobip.com/docs/ai-agents/quality-center/overviewread 2026-09-05

The Playground runs a flow before launch from a simulated inbound hello, with the trigger variables entered by hand. Transcript mode plays the conversation close to the live channel, and analysis mode shows each node's prompt, tool response and timing along with model metrics such as response time and accuracy. Test runs in the Playground are not billed. Simulation testing is included in the agent price, though Plivo does not say what it adds beyond the Playground or whether test cases can be saved and run again.

Sourceplivo.com/docs/aiagent/aistudio/playgroundread 2026-10-11

An Infobip agent reaches other systems through three tool types, all programmatic, Components running backend logic, MCP servers called at an endpoint URL with scoped allowed functions, and Exchange applications from the integrations catalog, and its output side is the messaging estate of more than fifteen channels, each with its own API. AgentOS offers no browser control, hosted session, virtual desktop or interface automation, and nothing in the agent configuration offers a browser, a screen or a pointer.

Sourceinfobip.com/docs/ai-agents/ai-agents/configure-ai-agentread 2026-09-05

Agents act through app actions, HTTP requests, Python code nodes and call forwarding, and the knowledge base crawls websites when content is synced. No hosted browser, remote desktop or screen control is part of the studio, so a system without an API is out of reach unless the team writes code to call it.

Sourceplivo.com/docs/aiagent/getstarted/overviewread 2026-10-11