Infobip vs Delight.ai (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

Delight.ai integrates with Zendesk, Salesforce and Freshworks for live agent handoff, with Salesforce also supported as a knowledge source and third-party knowledge base integration so the agent can surface the right information in real time. Agents take action as well as answer, and Trust OS logs every tool call. On the channel side the agent reaches customers through in-app chat, web, email, SMS, WhatsApp and social, all built on Sendbird's communications platform, and an AI Agent Integrations page carries the connector set.

SourceDelight.ai integrations page, AI agent platform page and Salesforce and Freshworks product releasesread 2026-09-05

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

Agent Steward takes full ownership of complex, long-running customer issues end to end instead of answering and closing, and its agents understand intent, hold context, take action and adapt, resolving complex issues and escalating only when needed.

Behavior comes from a customer-authored actionbook holding rules such as refund thresholds and escalation logic, which Openbook renders as a visual flow through complex branching.

Above the individual case, Zero-Touch Improvement runs a closed loop in which observability catches an issue, control tests the fix and oversight holds it to policy, in a graduated system that moves from human-guided to autonomous.

SourceDelight.ai Agent Steward, Trust OS and Omnipresent pagesread 2026-09-05

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

Channels are in-app chat, website, email, SMS, WhatsApp, social messaging and voice, all carried on Sendbird's communications platform, with context following customers between channels instead of restarting. Omnipresent agents are always on, always aware and always personal, and they start conversations themselves, anticipating needs before an issue forms and re-engaging when a customer goes quiet or switches channel. Voice 2.0 adds multilingual real-time outbound calling.

SourceDelight.ai Omnipresent, Voice AI Agent and AI agent platform pagesread 2026-09-05

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

Delight.ai integrates third-party knowledge bases so the agent can find and surface the correct information in real time, with Salesforce supported as a knowledge source and Freshworks and Zendesk connected alongside. Building an agent works like onboarding a team member, transferring knowledge to it through the supervisor dashboard, and the actionbook holds the authored rules the agent answers within. Trust OS detects factual errors and off-policy responses automatically, and the review-and-grade surface scores knowledge accuracy.

SourceDelight.ai AI agent platform and builder pages, and the Salesforce knowledge-source releaseread 2026-09-05

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

The Agent Memory Platform, sold as its own product, is the intelligence layer that gives agents a living memory and a business brain, connecting what the agent remembers about each customer with what the business is trying to achieve.

Agents absorb signals from every conversation and action to form an evolving understanding of the customer that goes beyond static CRM data, and context is kept as a customer moves between chat, SMS, email and voice so nobody repeats themselves.

The agent remembers every interaction, and continuity carries across separate conversations as well as within one, unlike conventional chatbots that lose history the moment a session ends.

SourceDelight.ai Agent Memory Platform and AI agent platform pagesread 2026-09-05

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

Trust OS has kill switch and escalation controls that pause, redirect or kill any AI flow instantly, with one-click escalation to a human agent and role-based access control so the right people own the right agents. Policy is customer-authored through the Actionbook Editor, which lets operations teams edit refund thresholds, escalation logic and tone in real time with no code and no engineering ticket.

Hallucination and unsafe content detection runs automatically, flagging factual errors, off-policy responses and safety violations before customers see them, and a review-and-grade surface lets people score responses and flag outliers against the customer's own standards. Handoff to a person runs through the Zendesk, Salesforce and Freshworks integrations. Oversight comes through authored policy, automatic detection and interruption, not a sign off on each action before it is sent.

SourceDelight.ai Trust OS and AI agent platform pagesread 2026-09-05

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

SOC 2 Type 2, HIPAA, GDPR and CCPA are named on the security page, and ISO 27001 and HIPAA/HITECH on the platform page, with a live trust center at trust.sendbird.com.

Controls the customer sets include granular role-based access controls, full audit logs, flexible data retention settings aligned to its own policy, end-to-end encryption and TLS in transit, PII protection and data masking, and RBAC also scopes which people own which agents.

Internally, Sendbird uses FIDO2 multi-factor authentication with device trust, automated detection and response, automated compliance and a DevSecOps development approach, and it publishes a vulnerability disclosure address.

SourceDelight.ai security page, AI agent platform page and Trust OS pageread 2026-09-05

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

Trust OS logs everything for tracing, and Openbook logs every conversation, every decision and every tool call for review, with no black boxes. Openbook also renders the agent's actionbook as a visual flow, so an operator can follow the logic behind a decision. Low CSAT Analysis sorts every conversation scored one or two into one of five failure types before anyone opens it, and Thinking Messages show a status for each tool call during the run, so the reasoning is visible as it happens as well as afterward. A dedicated Analytics product tracks conversations, common topics and ROI.

SourceDelight.ai Trust OS and Analytics pagesread 2026-09-05

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

Customers keep full control over where their data resides, how it is stored and who can access it, to meet regulatory and internal data governance requirements, with regional hosting to support data residency needs. The platform lists region-specific storage among its privacy-first data governance properties, alongside PII protection and data masking. Retention is customer-set, with flexible data retention settings aligned to the customer's own policy, and data ownership and processing are described as transparent. No on-premise or self-hosted deployment is offered.

SourceDelight.ai security and AI agent platform pagesread 2026-09-05

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

Capabilities each have their own page and are adopted as units, among them Agent Steward for autonomous ownership of long-running issues, Agent Memory Platform, For You Conversations, Omnipresent, Voice AI Agent, Trust OS, Analytics, Desk and AI Agent Integrations. Industry pages cover retail, travel, healthcare, financial services, logistics and more.

There is no template gallery, agent library or marketplace for customers to browse and put into service, and agents are built by onboarding them like a new team member, transferring knowledge and providing workflows through a supervisor dashboard, with behavior authored in an actionbook.

SourceDelight.ai AI agent builder, capabilities index and industry pagesread 2026-09-05

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

Delight.ai does not say which models run the agent or who chooses them, and there is no model selection, routing configuration or bring-your-own-key path. The product is sold as a managed outcome, with resolution rates, a governance layer that detects hallucinations, and zero-touch improvement that tunes the agent on its own.

SourceDelight.ai AI agent platform, Trust OS and security pagesread 2026-09-05

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

Sendbird publishes AI agent documentation at sendbird.com/docs/ai-agent, linked from delight.ai's developer menu alongside a public community forum and a server status page, plus a GitHub organization at github.com/sendbird.

The underlying communications platform ships cross-platform SDKs for iOS, Android, JavaScript, React Native and Unity with chat, voice and video APIs, which embed agents natively in a customer's own app instead of as a widget.

AI Agent Integrations connect the agent outward to Zendesk, Salesforce and Freshworks, and Trust OS exposes the actionbook as an editable artifact that operations teams author directly. There is no MCP server or agent manifest.

SourceSendbird AI agent documentation, delight.ai developer menu and the Sendbird communications API platform; sendbird.com/docs/ai-agent/guide/v1/overviewread 2026-09-05

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

Every change is tested before it touches a customer, with staging, real-conversation test suites, gradual rollout and A/B data, so a deploy comes with evidence. Staging environments mirror production with real integrations and policies. Test Upgrade builds test cases from real conversation IDs, organizes them with labels, shares sets across environments and returns consistent pass/fail results.

Gradual rollout ships to ten percent first, and A/B testing runs two versions head to head for hard data on resolution rate and CSAT before committing. Simulated environments test and evaluate an agent before deployment, and the Trust OS review-and-grade surface gives every response a quality score.

SourceDelight.ai Trust OS and AI agent platform pagesread 2026-09-05

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

The agent acts through integrations with Zendesk, Salesforce and Freshworks, through tool calls that Trust OS logs individually, and through the communications APIs and SDKs that embed it in the customer's own app. It talks to people over in-app chat, web, email, SMS, WhatsApp, social and voice, and Delight.ai has no browser control, hosted session, virtual desktop or interface automation.

SourceDelight.ai AI agent platform and Trust OS pagesread 2026-09-05