Infobip vs Vonage (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

A Webhook node calls any outside API mid conversation with any of the five standard HTTP methods, carries authorization in custom headers, sends JSON and XML bodies as well as HTML, plain text or form content built from conversation parameters, and maps fields from the response into parameters the flow uses next.

Success and failure paths branch on status codes or code classes, requests can run asynchronously, and timeouts run from 10 to 25 seconds. Salesforce action nodes get records through SOQL and create or update records on any object the team names, after a connection set up from the API dashboard. An email connector and custom code nodes round out the set, so an agent can update a booking, open a case or check an order while the customer waits.

Sourcestudio.docs.ai.vonage.com/voice/nodes/integrations/webhook.mdread 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

Agents run as flows of nodes on a drag and drop canvas, where collect input, condition, webhook, Salesforce, Q&A, routing and set parameter nodes chain into multistep business logic, and inbound and outbound events start different parts of the same agent. The agentic NLU engine adds a hub and branch pattern.

An agentic classification node uses a language model to match the caller to an intent, an agentic capture node gathers that intent's details, and the agent picks its next move, such as asking a question or calling an API, sending the caller back to the hub when the intent changes. That engine is gated, English only and for voice agents, so most flows run on intent based routing designed in advance.

Sourcedeveloper.vonage.com/en/ai-studio/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

Four agent types cover telephony, WhatsApp, SMS and HTTP for web and app chat, and each agent listens for inbound or outbound events, with more events added later. Outbound voice, WhatsApp and SMS sessions start at one per second by default, with three or five a second on approval, and voice agents can call SIP endpoints. HTTP agents start through an init call and advance with a step call carrying the user's text and parameters, so any web or mobile front end can drive the same agent. Phone numbers bought on the Vonage dashboard link to an agent at publish time.

Sourcestudio.docs.ai.vonage.com/ai-studio/create-a-new-agent.mdread 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 AI answers from the customer's own content through retrieval over Google Gemini models. Sources come in as PDF, text or HTML files, single web pages or public cloud storage links, are grouped into indexes shared by every agent under the same API key, and are queried through a Q&A node in the flow.

Replacing a source in an index updates live agents without republishing them, and an index tester shows which source produced an answer. Each master account includes a 100MB knowledge base, files run up to 10MB for PDF and 5MB for HTML or text, and tables and text inside images are not indexed.

Sourcestudio.docs.ai.vonage.com/ai-studio/knowledge-ai.mdread 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

User parameters carry what an agent collects from one conversation to the next. Values are saved automatically against the caller's phone number, reused across sessions and across voice, WhatsApp and SMS, and shared by every agent under the same API key, so a collect input node can skip a question already answered. Only the last value for each parameter is kept, and HTTP agents are not covered. Vonage gives no retention period for these values and no way to erase one caller's stored history. Agentic nodes carry their own memory settings inside a single call.

Sourcestudio.docs.ai.vonage.com/ai-studio/users.mdread 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

Live agent routing hands WhatsApp, SMS and web chat conversations to people, with WebSocket connections for HTTP agents, and voice agents route calls onward. Agentic nodes ship with built in safety guardrails and detect frustration from repeated failures, escalating on their own, and a global intent such as talk to an agent can be set up. Edits stay in an editor version until someone publishes, and earlier versions can be restored. Nothing lets a person approve an action or a reply before the agent sends it.

Sourcestudio.docs.ai.vonage.com/ai-studio/agentic-nlu-ai-engine.mdread 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

AI Studio holds ISO 27001 and HIPAA compliance, with SOC 2 Type II pending alongside PCI DSS compliance and a CSA listing, while Vonage's core SMS and voice APIs already hold ISO 27001 and a SOC 2 Type II report. Account owners invite team members to the API dashboard and assign each one permissions by checkbox, changing them later from a manage column, and sources and agents are scoped to API keys and sub accounts. Vonage's listings for AI Studio vary between its certification table and its product section, and they say nothing of single sign on for the dashboard.

Sourcedeveloper.vonage.com/en/getting-started/concepts/regulatory-certificationsread 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

The call log shows every session with its transcript, the parameters collected underneath it and a flow path marking each node as success, warning or error, plus an overall status such as completed, no answer or failed. A tags report counts sessions by tag, and the Vonage Contact Center dashboard tracks resolved, escalated and abandoned sessions.

An audit log records each change to an agent, its type such as an edit, a publication or a deletion, the time and the user who made it. Transcripts are kept for 90 days and telephony recordings for 30, and an Insights API exposes transcripts and recordings to other systems.

Sourcestudio.docs.ai.vonage.com/ai-studio/reports.mdread 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

Each agent is created in either the US or Europe, and the choice carries through to its API host, with separate US and EU studio endpoints, so a team can keep European conversations on European infrastructure agent by agent. Knowledge AI indexes sit under the same API key as the agents that query them. AI Studio runs as a hosted service only, with no private cloud or on premises edition.

Sourcestudio.docs.ai.vonage.com/ai-studio/create-a-new-agent.mdread 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 agents can start from ready made templates, each a working agent for one job. They cover taking a message after hours, updating a customer's details, a post call survey, FAQs, package tracking, caller identification and verification, general customer service, hotel bookings and appointment management. A team picks one when creating the agent and adjusts the flow afterward, adding its own webhook calls, Salesforce steps or Knowledge AI answers where the template stops.

Sourcestudio.docs.ai.vonage.com/ai-studio/templates.mdread 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

Knowledge AI runs on Google Gemini models picked by Vonage, and the agentic NLU engine uses language models it does not name. The older Generative AI node let a team connect its own OpenAI key and organization for GPT 3.5 replies, and Vonage is phasing that node out in favor of Knowledge AI. Intent recognition runs on Vonage's own traditional or hybrid NLU engines.

Sourcestudio.docs.ai.vonage.com/voice/nodes/integrations/generative-ai/migrating-from-the-genai-node-to-knowledge-ai.mdread 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

HTTP agents expose a finished agent as an API. An init call with the account API key and agent ID opens a session and returns a session token, and step calls send the user's input and parameters and return the agent's messages and session status, on regional US and EU hosts. An Insights API returns conversation data under its own authentication, and Vonage's Voice, Messages, SMS and Verify APIs, SDKs and dashboard sit around the studio.

Sourcestudio.docs.ai.vonage.com/http/working-with-http-agents.mdread 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 tester runs a live conversation by chat or by an outbound call to the builder's phone, with parameter values set in advance to steer the flow, a no input option, a jump from any message to its node on the canvas and a flag on each webhook call showing whether it succeeded, with the raw conversation JSON for failures. Knowledge AI indexes can be tested on their own, showing which source answered. These are hands on checks. Saved test cases, pass or fail results and runs across many conversations at once are not part of the product.

Sourcestudio.docs.ai.vonage.com/ai-studio/chatbot-tester.mdread 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 reach other systems through webhook, Salesforce, email and custom code nodes, and Knowledge AI reads a single web page when it is added as a source. No hosted browser, remote desktop or screen control is part of AI Studio.

Sourcedeveloper.vonage.com/en/ai-studio/overviewread 2026-10-11