Infobip AgentOS
by Infobip
One operating system for agentic customer experiences across every channel
AgentOS is Infobip's AI-native platform that folds its journey orchestration, chatbot, customer data and live-agent products into a single system for building governed AI agents. It runs them across SMS, RCS, voice, email and nine chat apps on Infobip's CPaaS network, and connects them to third-party systems through MCP servers.
AgentOS is Infobip's attempt to turn a communications platform into the control layer for agentic customer experience. Announced on 26 February 2026 and generally available from 1 April 2026, it consolidates what were previously separate Infobip SaaS products into one AI-native platform spanning marketing, sales and support. The stack comprises journey orchestration for connected end-to-end customer journeys, an AI chatbot builder, an AI Agents Studio for autonomous agents that handle complete workflows, Human Studio for AI-to-human handoff with full context, a conversational CDP unifying customer profiles with conversation and behavioural data, unified insights and analytics covering sentiment, intent and conversion, and a conversational AI control layer handling intent detection, model routing and guardrails. Agents are built three ways — a no-code visual builder, low-code templates, or pro-code Python using LangGraph or AutoGen — and governed through input and output filtering, approved messaging templates, data privacy limits, action permissions, escalation triggers and audit trails. The distinguishing asset is distribution: agents deploy across SMS, RCS, MMS, voice, email, video, live chat, in-app and mobile messaging plus WhatsApp, Viber, Telegram, LINE, Facebook Messenger, Instagram, Zalo, Apple Messages for Business and KakaoTalk, over an Infobip network with more than 10,000 connections including 800-plus direct operator connections reaching over 7 billion mobile devices. Infobip's MCP servers let agents act in third-party systems — booking a flight, setting up two-factor authentication — and named integrations include Salesforce, HubSpot, Adobe, Shopify, Oracle, VTEX, WooCommerce and BigCommerce. Infobip, founded in 2006, was named a Leader in Gartner's 2026 Magic Quadrant for CPaaS for a fourth consecutive year.
A CX or digital engagement leader at a global consumer brand that already sends high volumes of SMS, WhatsApp or Viber traffic and wants agentic automation on the same rails, without stitching an agent platform to a separate messaging provider and a separate customer data platform.
Agents that can actually reach customers on the channel they use — including regional chat apps most agent platforms do not carry — with delivery, data and governance handled by one vendor.
At a Glance
- Category
- AI Agents & Orchestration
- Pricing
- Usage-based, Subscription, Contact for pricing
- Target Market
- CIOs, CMOs, VP Customer Experience, Digital Engagement Leads, Enterprise Developers
- Deployment
- Cloud-only, API-based, Multi-cloud
- Founded
- 2006
- Headquarters
- Vodnjan, Croatia
- Team Size
- 500+
Key Features
- ✓AI Agents Studio
Builds autonomous agents that handle complete workflows independently, with a no-code, low-code and pro-code path so business and engineering teams share one platform.
- ✓Journey orchestration
Manages connected end-to-end customer journeys across departments and touchpoints, which is what turns isolated agent interactions into a coherent lifecycle.
- ✓Conversational CDP
Unifies customer profiles with conversation insights and behavioural data so an agent's decisions are grounded in history rather than the current session alone.
- ✓Human Studio handoff
Escalates to human agents with full conversation context and recommendations, the step where most automated CX deployments lose the customer.
- ✓MCP servers for third-party actions
Standardises how agents connect to external systems and data so actions like booking or authentication do not need bespoke integration per system.
- ✓Governance and guardrail layer
Input and output filtering, approved templates, data privacy limits, action permissions, escalation triggers and audit trails, without which regulated brands cannot deploy agents at all.
- ✓Omnichannel delivery network
Reaches customers over SMS, RCS, voice, email and nine chat apps through 10,000-plus connections including 800-plus direct operator connections.
Capabilities
Use Cases
- •Autonomous order and delivery support
An agent resolves order status, returns and delivery exceptions on WhatsApp or SMS and writes the outcome back to the commerce platform.
- •Regional chat-app customer service
Serve customers on LINE, Zalo, KakaoTalk or Viber with the same agent definition used on Western channels, without a separate integration per market.
- •Agentic marketing journeys
Replace fixed campaign workflows with goal-driven agents that adapt the next interaction based on unified profile and conversation data.
- •Authentication and transactional flows
Use MCP-connected agents to handle two-factor setup, booking and account changes directly rather than routing the customer to a form.
- •Escalation with full context
Hand a stalled conversation to a human agent carrying the complete history and recommended next action, cutting repeat explanation by the customer.
Ideal For
Best For
- ✓Global consumer brands needing agents on regional chat apps such as Viber, LINE, Zalo and KakaoTalk that Western-centric agent platforms rarely support
- ✓Existing Infobip customers consolidating Moments, Answers, People and Conversations onto one platform instead of integrating them
- ✓Enterprises that want marketing, sales and support agents sharing one customer profile and one journey engine
- ✓Teams that need both a no-code builder for business users and a pro-code Python path with LangGraph or AutoGen for engineers
- ✓Buyers who want agents to take real actions in Salesforce, Shopify, HubSpot or Oracle via a standardised MCP layer rather than bespoke integrations
Not Ideal For
- ✗Smaller organisations — reviewers consistently flag the pricing as expensive for smaller teams and note that getting value typically requires development resource
- ✗Buyers who need transparent, comparable pricing: Infobip publishes no dollar figures on its pricing page and AgentOS pricing is absent from it entirely
- ✗Teams wanting a fast self-serve start, given the platform's non-intuitive product terminology is a recurring complaint and the surface area is now much larger post-consolidation
- ✗Organisations whose customers are reachable on a single channel, where a full omnichannel CPaaS-plus-agent stack is more platform than the problem needs
- ✗Regions where reviewers report delivery gaps to specific carrier networks, which no amount of agent intelligence compensates for
Integrations
Deployment
Market Analysis
Pros
- ✓Combines the agent layer with a carrier-grade delivery network, so an agent's reach is not limited by a separate messaging vendor's coverage
- ✓Genuinely broad channel support including regional chat apps most competitors do not carry, which matters for brands operating in Asia and Eastern Europe
- ✓Consolidation of previously separate products removes the integration work customers were doing themselves across Moments, Answers, People and Conversations
- ✓Governance is built in — filtering, approved templates, action permissions, escalation triggers and audit trails — rather than bolted on after a pilot
- ✓Strong independent analyst standing: a fourth consecutive year as a Gartner CPaaS Magic Quadrant Leader
- ✓Reviewers rate customer support and omnichannel reliability highly, at 4.6 out of 5 on Software Advice
Cons
- ✗No pricing is published anywhere — the pricing page carries no dollar amounts and AgentOS is not mentioned on it at all, so total cost requires a sales cycle
- ✗Reviewers describe the platform as expensive for smaller organisations, with cost barriers steep enough to require development team resource to justify
- ✗Non-intuitive terminology and naming conventions for platform functions is a recurring complaint, and the post-consolidation surface area makes that worse not better
- ✗Support response times are cited as an area needing improvement, and some reviewers report delivery gaps to specific carrier networks in certain regions
- ✗Independent analysis cautions that Gartner CPaaS leadership is not evidence AgentOS itself will deliver, and that the platform still has to prove it moves customers past isolated AI pilots
- ✗Governance risk is the stated concern for the category: agents handling sensitive information at this scale damage customer trust quickly when oversight fails
- ✗The 4.6 rating cited here rests on only 14 reviews, a thin sample for a vendor of this size
Pricing
Pay-as-you-go (per channel)
Contact for pricing
- ✓Per-message pricing for SMS, WhatsApp, Viber and email
- ✓Per-call pricing for inbound and outbound voice
- ✓Channel-specific calculators rather than published rates
- ✓Free signup available
Custom enterprise package
Contact for pricing
- ✓Negotiated bundle across channels and platform features
- ✓Monthly subscription for premium features
- ✓Direct sales engagement
- ✓AgentOS platform access
Infobip's public pricing page publishes no dollar amounts at all — it describes a pay-as-you-go structure metered per message for SMS, WhatsApp, Viber and email and per call for voice, then routes you to channel-specific calculators and a sales contact for a custom package. AgentOS pricing is absent from that page entirely, so the platform layer is gated behind sales on top of whatever the channel traffic costs. A free signup exists but no trial length or free allocation is disclosed. Reviewers describe the pricing as expensive for smaller organisations and note that realising value generally requires development resource, so the effective cost is channel traffic plus platform fees plus implementation. Budget for all three.
Security & Compliance
Sources
This page was written from 5 sources, 2 on domains other than infobip.com.
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