STRAX Reach · Omnichannel hubs
Infobip SMS, WhatsApp and Viber through one Reach channel
Infobip carries SMS, WhatsApp and Viber for many banks and payment processors. This adapter maps one Reach channel onto all three, so your team works from one queue whatever app the client prefers.
- Three channels, one adapter
- Replies on the client's channel
- Your Infobip API key
The hub channel travels with the address
Each client identity on this channel names the Infobip channel and the number together, for example whatsapp followed by the number. Reach sends through the matching Infobip endpoint, and a number without a prefix uses the default you choose per environment.
Inbound messages that Infobip forwards to Reach carry their channel type. Reach files them with the same address format, which means an answer to a Viber message goes back over Viber and an answer to an SMS goes back as SMS.
Because everything runs through your own Infobip account, delivery routes, sender registrations and reporting stay where your operations team already manages them. Reach adds the client history and the agent console on top.
Where it helps
Clients split across apps
Some clients answer on WhatsApp, others only read SMS; one adapter serves both without separate integrations.
Viber in regional markets
Payment companies serving clients who favour Viber reach them through the same Infobip contract.
Merchant settlement notices
Tell merchants their settlement has been paid on whichever channel they registered with you.
What you need
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An Infobip account
With the SMS, WhatsApp and Viber senders you plan to use, and your personal API base address.
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An API key
With the send scopes for those channels, stored in the STRAX credential vault.
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A public HTTPS address
Infobip forwards inbound messages to it with a secret token in the address.
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Reach Core
Keeps contacts, conversations and admission rules for every hub channel.
Good to know
WhatsApp free text is accepted only within 24 hours of the client's last message. Viber inbound forwards should be checked against a live message before go-live.
Questions
How do we tell Reach which channel to use?
Register the client identity as sms, whatsapp or viber followed by a colon and the number. A bare number uses the default channel setting.
Can one client have several Infobip identities?
Yes, register one identity per channel and mark the one the client prefers as primary.
Does Infobip sign the forwarded messages?
Infobip can sign with HMAC, and the header format is configured per account. Reach currently checks a secret token in the address and the README notes how to verify HMAC later.
Where do delivery reports go?
They stay in the Infobip portal for now. Reach records whether Infobip accepted or rejected each send.
Read more
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The whole Reach family →
Reach Core and every channel package, with what each one needs.
Add Infobip to Reach
Tell us which channels your clients use and we will plan the rollout with your team.
Premium Requires STRAX Reach - Core, which is licensed.
About this listing
| Version | 1.0.0 |
| Author | STRAX |
| Category | Communication |
| Published | 2026-09-24 |
What's inside
| Credential | 2 |
| Global variable | 5 |
| Workflow | 2 |
What happens on install
After the import, and only with your consent, the installer runs:
- Reach - Register Channel : Registers the Infobip channel with Reach Core, disabled until its credentials are entered
Free listing
Install it from Feature Marketplace inside STRAX
It builds on STRAX Reach - Core, a premium package. Ask us for a quote to license it first.
Open Feature Marketplace
In your STRAX installation, open Feature Marketplace from the navigation.
Find "STRAX Reach - Infobip"
Search or browse to this listing and review the contents disclosure; every package shows what it contains before anything runs.
Install
Choose Install, or "Customise with AI" to adapt the package to your environment first. No licence is needed for free listings.
Infobip, WhatsApp and Viber are trademarks of their owners, named here only to identify the service this package connects to.
See it on your own systems.
A demo takes an hour, on your data landscape rather than ours.