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Infobip SMS

Overview​

Infobip SMS integration transforms your AI Agent into a powerful SMS communication tool, enabling two-way conversations with customers through one of the world's leading cloud communication platforms. Infobip connects your business to mobile carriers globally, eliminating the need for direct telecom agreements while providing reliable, scalable SMS messaging.

This integration enables:

  • Two-way SMS conversations with automated AI Agent responses
  • Global reach through Infobip's carrier network coverage
  • Dedicated phone numbers for your business messaging
  • Enterprise-grade reliability with high delivery rates
  • Compliance support for regional SMS regulations
  • Seamless handover to human agents when needed
Recommended Reading Review the Infobip documentation to

understand platform capabilities and regional requirements.

Prerequisites​

Before setting up the Infobip SMS integration, ensure you have:

✅ Business requirements

  • Active business with legitimate SMS use case
  • Business registration and contact information
  • Funds available for SMS messaging costs

✅ Infobip account setup

  • Active Infobip account with verified business details
  • SMS-capable phone number purchased through Infobip
  • API key with required permissions

✅ Regional compliance

  • Understanding of local SMS regulations
  • Required registrations (e.g., 10DLC for US)
  • Sender ID registration if applicable

✅ Moveo account setup

US Requirements For United States messaging, 10DLC registration is mandatory. See the

10DLC registration guide.

How it works​

The Infobip SMS integration creates a seamless bridge between SMS messages and your AI Agent:

  1. Customer sends SMS to your dedicated Infobip number
  2. Infobip receives message and forwards to Moveo via webhook
  3. AI Agent processes the message using your configured knowledge
  4. Response is generated based on customer inquiry
  5. SMS is sent back through Infobip's delivery network
  6. Conversation continues with full context maintained
  7. Handover available to human agents when AI cannot assist

All messages are processed through Infobip's secure infrastructure with real-time delivery tracking and comprehensive analytics.

Setup guide​

Step 1: Create and configure Infobip account​

To use Infobip with Moveo, you need an active Infobip account and a number that supports two-way SMS. Follow these steps:

  1. Go to infobip.com and select Start free or Create account.
  2. Complete the sign-up process by entering your business details and verifying your email address.
    Infobip signup form
  3. After logging in, add funds to your Infobip account to enable messaging services.
  4. In the Numbers section, purchase a number with SMS capability.
    Infobip SMS numbers
  5. Select a number that supports your target region. Depending on the country, Infobip may require additional sender ID registration or number activation.
  6. Complete any required verification steps based on your region and use case.
For United States 10DLC numbers, number registration is mandatory. See the

10DLC registration guide for more information.

Choosing the right number type​

Infobip offers several types of numbers depending on your region and use case. For the United States, see 10DLC vs. short codes vs. toll-free numbers for a detailed comparison.

To use Moveo, your number must support two-way SMS. One-way messaging or voice-only numbers are not supported.

Step 2: Connect with Moveo​

Once your number is active, connect it to Moveo by following these steps.

Gather required information​

You need the following details from your Infobip account:

1. API key​

You need to check these permissions in your API key:

  • sms:manage

  • subscriptions:manage

  • numbers:manage

You can use the default API key visible on the Infobip homepage after logging in.

2. Base URL​

Base URL of your Infobip environment (for example, https://xyz.api.infobip.com).

3. Number ID​

Number ID of your purchased phone number. To find this, go to the Numbers tab in Infobip, click your number, and copy the ID field.

Complete Moveo setup​

Now to set up our Infobip SMS integration, we need to go to the Moveo platform and fill the fields with the information we gathered in the previous step.

  1. In the Moveo platform, go to Integrations → SMS.
  2. Click Add Integration and select Infobip.
  3. Enter the required fields using the details from your Infobip account.
  4. Click Save to complete the setup.

Your AI Agent can now send and receive SMS messages using the connected number.

Configuration options​

Number management​

  • Dedicated numbers: Assign specific numbers to different AI Agents or use cases
  • Sender ID: Configure custom sender identification where supported
  • Regional compliance: Ensure proper registration for target markets
  • Number pooling: Use multiple numbers for high-volume messaging

Message settings​

  • Character limits: Configure message length and splitting behavior
  • Delivery reports: Enable tracking for message delivery status
  • Retry logic: Set up automatic retry for failed messages
  • Rate limiting: Configure sending frequency per regulations

Security and authentication​

  • API key management: Secure key storage and rotation
  • Webhook validation: Verify incoming message authenticity
  • IP whitelisting: Restrict API access to specific addresses
  • SSL/TLS encryption: Ensure secure message transmission

Testing your integration​

Initial testing​

  1. Send test SMS to your Infobip number from a mobile phone
  2. Verify AI Agent response arrives correctly
  3. Test message delivery and timing
  4. Check character encoding for special characters and emojis
  5. Validate handover scenarios if configured

Test scenarios​

✓ Basic conversation flow ✓ Long message handling (concatenated SMS) ✓ Special character support ✓ International number testing ✓ Error handling and fallbacks ✓ Delivery report processing

Monitoring and analytics​

  • Message delivery rates through Infobip dashboard
  • Response time metrics for AI Agent processing
  • Cost tracking for SMS usage and optimization
  • Conversation completion rates and user satisfaction

Common use cases​

Customer support via SMS​

  • Handle support requests through familiar SMS interface
  • Provide instant answers to common questions
  • Collect customer information efficiently
  • Escalate to human agents when needed

Appointment and booking management​

  • Send appointment confirmations and reminders
  • Handle booking modifications and cancellations
  • Provide location and timing information
  • Collect feedback after appointments

Order and delivery notifications​

  • Send order confirmations and updates
  • Provide tracking information
  • Handle delivery scheduling
  • Process returns and refund requests

Marketing and engagement​

  • Send promotional messages (with consent)
  • Conduct surveys and collect feedback
  • Share product information and offers
  • Build customer relationships through conversation

Best practices​

Message optimization​

  • Keep messages concise and clear
  • Use plain text for maximum compatibility
  • Structure information logically
  • Provide clear next steps or options

Compliance and regulations​

  • Obtain proper consent for marketing messages
  • Provide easy opt-out mechanisms
  • Follow regional SMS regulations
  • Register numbers appropriately

User experience​

  • Set clear expectations about response times
  • Provide help commands and instructions
  • Handle errors gracefully with helpful messages
  • Maintain conversation context effectively

Cost optimization​

  • Monitor message length to avoid concatenation
  • Use message templates for common responses
  • Implement smart routing to reduce costs
  • Track and analyze usage patterns

Troubleshooting​

Messages not being delivered
  • Check Infobip account balance and funding
  • Verify API key permissions and validity
  • Confirm number is properly registered and active
  • Review delivery reports in Infobip dashboard
  • Test with different mobile carriers
AI Agent not responding
  • Verify integration is Active in Moveo
  • Check webhook connectivity and configuration
  • Confirm AI Agent is assigned to environment
  • Test with simple messages first
  • Review message format and encoding
Number registration issues
  • Review regional registration requirements
  • For US: Complete 10DLC registration process
  • Provide all required business documentation
  • Allow sufficient time for approval process
  • Contact Infobip support for status updates
High message costs
  • Review message length and concatenation
  • Optimize AI Agent responses for brevity
  • Check routing and carrier selection
  • Monitor usage patterns and peak times
  • Consider number type optimization
Character encoding problems
  • Test with different character sets
  • Verify Unicode support configuration
  • Check emoji and special character handling
  • Review message encoding settings
  • Test across different mobile devices

Limitations​

Platform restrictions​

  • Two-way SMS required: Voice-only numbers not supported
  • Character limits: SMS length restrictions apply
  • Regional availability: Some countries have limited support
  • Carrier dependencies: Delivery rates vary by mobile operator

Integration constraints​

  • Funding required: Must maintain positive account balance
  • Rate limiting: Subject to carrier and regulatory limits
  • Registration requirements: Business verification needed for some regions
  • Number provisioning: Availability varies by region

Frequently asked questions​

Can I use an existing Infobip number?

Yes, if the number supports two-way SMS and meets local compliance requirements.

What about US messaging requirements?

You must register your 10DLC number or use a short code or toll-free number. See the 10DLC registration guide.

Can I use the service without adding credit?

No. You must add credit to your Infobip account before sending SMS messages.

Is voice capability required for the number?

No. Only SMS capability is required for this integration.

Do I need to configure webhooks in Infobip?

No. Once integrated, Moveo handles inbound message processing automatically.

Resources​

Documentation​

Tools​

Support​

Next steps​

Once your Infobip SMS integration is active:

  1. Complete number registration for all target markets
  2. Optimize AI Agent responses for SMS format constraints
  3. Set up monitoring for delivery rates and costs
  4. Test thoroughly across different carriers and regions
  5. Scale gradually while monitoring performance and compliance
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