Infobip vs Sinch (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

Action blocks connect a bot to outside systems in three ways. An API step sends requests to any HTTPS endpoint with any of the five standard HTTP methods, authenticates with basic auth or a bearer token, passes session variables in the query or body, and can route the conversation to the next block named in the response. Code actions run JavaScript that calls external services and writes the results back to the session.

Native app steps create, find and update Zendesk tickets and users, create Salesforce contacts, accounts and cases or run SOQL queries, and connect Freshdesk, Topdesk, Gmail and Intercom. In a banking bot, an API step can post a money transfer's amount, destination and account type to the customer's back end in the middle of a conversation.

Sourcedocs.chatlayer.ai/integrateandcode/custom-back-end-integrations/configure-your-api-integrationread 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

Bots run as flows on a visual canvas, where each block sends a message, collects input, checks a condition or runs an action, and go to connections move the conversation between blocks and flows.

Condition blocks branch on variables, an API response can name the next block, events start a flow when a variable changes or the user goes quiet, and delay and pause steps hold the conversation. Flows can be reused across a bot and published one at a time. The intent engine picks the flow and the designer sets every step inside it, so the sequence is fixed when the bot is built. Running two bots in one conversation takes the web widget or a custom proxy over the webhook channel.

Sourcedocs.chatlayer.ai/navigation/bot-builder/flowsread 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

Conversations arrive through the Sinch Conversation API on WhatsApp, RCS, SMS, MMS, Messenger, Instagram, Viber, Telegram and LINE, through the Web V2 widget, through a webhook channel for any custom front end, and through phone lines for voicebots.

Inside a conversation, events start a flow when a variable changes, when the user stays silent for anywhere from 1 to 1,440 minutes, or when a WhatsApp Flow is completed.

Outside systems can also push into a live conversation through the REST API, sending messages, setting session data or triggering a specific block for a given user, so a back end event can move a conversation forward.

Sourcedocs.chatlayer.ai/channels/all-channelsread 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

Knowledge base AI keeps a store of the customer's content and generates short answers from it. Content goes in as PDF files, CSV question and answer files, single web pages or entire domains, and tags limit which content a given flow searches.

Each answer comes back with the retrieved passages, the source file or URL and the specific page it came from, so a bot can offer a link to the source. When nothing matches, a no findings path sends the user to another block instead of inventing an answer, and a non generative mode replies only with the exact answers in a CSV file. The feature is free up to 50 questions a month, with higher volumes through sales.

Sourcedocs.chatlayer.ai/navigation/knowledge-base-airead 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

Each user's session holds what the bot has learned about them, including variables it collected, API results and the last intent, and one session can span several conversations. Sessions expire after 30 days without activity by default, a period Enterprise customers can change per bot and separately for the draft and live versions.

Through the REST API a team can read a session, write to it, delete it for one conversation or delete all data for one user. Bots use saved variables to recognize returning users and reuse earlier answers, such as a traveler's usual route. Persistence depends on the channel, and the web widget keeps variables for one visit unless users are identified. Variables marked sensitive stay out of conversation history.

Sourcedocs.chatlayer.ai/bot-answers/sessionread 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

A Send to offload provider step hands a conversation to a person in Sinch Contact Pro, Genesys Cloud, Salesforce Service Cloud, Zendesk Chat, Help Scout or any platform behind an offloading webhook, with the transcript and collected variables passed along. The bot keeps answering until an agent accepts, then pauses until the agent sends the user back.

Designers choose where handover happens, typically on request, after repeated not understood turns or after two unsatisfactory knowledge base answers. Generative features can be switched off per bot, and a split between draft and live versions keeps unpublished changes away from customers. No step lets a person approve an action or a reply before the bot sends it.

Sourcedocs.chatlayer.ai/integrateandcode/human-offloading-live-chatread 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

Sign in runs through Sinch ID, and SAML 2.0 single sign on with Azure Active Directory, Okta, OneLogin or Ping Identity comes with the Enterprise pack. Admins see every bot and manage the team, members see open bots plus the restricted bots they are granted, and each restricted bot gives a member one of five permissions, Edit, Read only, NLP only, Bot Builder or Copywriter.

Legacy password accounts lock after 10 failed sign ins. Chatlayer is ISO 27001 certified, and across its products Sinch holds ISO 27001:2022 and a SOC 2 Type II report, with PCI and HIPAA compliance covering specific products. Security reports and 343 answered questionnaire items sit in the Sinch Trust Center behind an access request.

Sourcedocs.chatlayer.ai/support/access-controlread 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

Conversation history keeps a turn by turn transcript of every conversation with the intents triggered along the way, voice recordings where recording is on, and tags and filters by user, channel, campaign and date.

Execution logs record each app integration run with its input and output payloads, status, account and the block that triggered it, plus failed API and code actions with the request, status code and response, tracking events and voice speech to text failures. An activity log on the Enterprise pack shows who accessed or changed a bot, what they did and when, and every published live version is kept for rollback. A conversation flow view, labeled beta, traces a conversation's path through blocks for debugging.

Sourcedocs.chatlayer.ai/navigation/history/execution-logsread 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

Bots run in one of three regions on Google Cloud, each with its own app URL and sign in endpoint, in St. Ghislain, Belgium for the EU, Ashburn, Virginia for the US and Mumbai, India for Asia. Moving bots between regions goes through support, and fixed ingress and egress IP ranges per region let customers allowlist Chatlayer in their own networks.

Sinch's subprocessor register adds Brazil and India as Chatlayer hosting locations, and the Tables API has a South America endpoint, so some data can sit outside the three bot regions. Generative replies through the OpenAI integration send conversation data to OpenAI services in the United States.

Sourcedocs.chatlayer.ai/support/saas-regions-and-ip-rangesread 2026-10-11

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

New bots can start from templates built by Chatlayer's conversation design team, each a working bot for one job.

The set covers a banking assistant that makes payments, checks balances and card limits and reports lost cards, ecommerce returns, an electric bike shop that books test rides and checkups, shared scooter support, a bilingual gym assistant that books and cancels classes, job applications, lead generation, NPS surveys, restaurant and retail bots, a nearest location finder and a knowledge base AI bot.

Most work as soon as they load, while those using an integration need an account connected first. Smaller templates add a single function, such as feedback collection, to a bot that already exists.

Sourcedocs.chatlayer.ai/start-quickly/bot-templatesread 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

An OpenAI action lets a builder pick GPT-3, ChatGPT or GPT-4 for a generated reply, using Chatlayer's own key for the first 100 messages per bot and the customer's OpenAI key after that.

The other generative features, knowledge base AI, the AI intent booster and expression generation, run on unnamed models Chatlayer picks, with OpenAI and Microsoft Azure as Chatlayer's machine learning subprocessors. Intent recognition runs on Chatlayer's own language engine, trained on each customer's expressions.

OpenAI is the only model provider in the integration catalog, and the model list in the OpenAI action still reflects the GPT-3 era.

Sourcedocs.chatlayer.ai/integrateandcode/app-integrations/openai-gpt-3-chatgpt-and-gpt-4read 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

A public REST API with an OpenAPI 3.0 specification covers messaging, conversations, bots and NLP.

It sends messages through the webhook channel with asynchronous callbacks, lists conversations and messages, reads and deletes session data, deletes a user's data, executes actions in a live conversation, lists bots and channels, creates webhook channels and returns the NLP result for any expression. Calls authenticate with bearer tokens generated under Settings.

A separate Tables API, with basic authentication and regional base URLs, loads and queries the built in tables that bots read and write, and whole bots export and import as files.

Sourceapi.chatlayer.ai/v1/docsread 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

An NLP dashboard rates each language's intent model from 0 to 100 percent, shows how that rating moved since the last training, and flags intents with too few expressions, misclassified expressions and overlaps between intents.

After launch, the Train tab collects real customer messages with the suggested intent and a confidence score, and the team corrects them and adds them to the model ahead of the next release. An emulator with a debugger shows session data turn by turn, voicebots and a WhatsApp sandbox can be tried before going live, and a bad release rolls back to an earlier live version. Saved test cases that replay flows, actions or knowledge base answers are not part of the product.

Sourcedocs.chatlayer.ai/navigation/natural-language-processing-nlp/dashboardread 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

Bots work through API calls, JavaScript code actions and native app integrations, and voicebots handle phone calls with speech recognition and synthesis. Knowledge base AI crawls a page or a whole domain when content is added, which builds the answer store before any conversation takes place. Chatlayer has no hosted browser, remote desktop or screen control, and Sinch's tools for agents built elsewhere work the same way, since the MCP server, Functions and Voice Relay all act through Sinch's own APIs.

Sourcedocs.chatlayer.ai/buildabot/flow-logic/dialog-state/action-bot-dialogread 2026-10-11