Infobip Integration

The connect_infobip module integrates Infobip voice calls (Calls API), a browser WebRTC phone, SMS and WhatsApp messaging with the shared Connect call/message ledger.

Unlike Twilio/Telnyx there is no TwiML-style markup: Infobip voice is purely event-driven, so Odoo receives call events over webhooks and drives the call with REST actions. This makes the webhook configuration below essential — inbound calls do not work without it.

Prerequisites

• An Infobip account with Voice & Video (Calls API) enabled, at least one voice-capable number, and — for messaging — SMS enabled and a registered WhatsApp sender (WABA number).
• Your personalized base URL (e.g. https://xxxxx.api.infobip.com) and an API key. In the Infobip portal open Developer Tools → API Keys (or Manage API Keys on the home page); the base URL is shown on the same page and on the API Keys screen. A new key is viewable/copyable for 2 days after creation.
• Odoo must be reachable from the internet over HTTPS (webhooks).

Odoo configuration

Open Connect → Infobip → Configuration → Settings:

1. Enter the Base URL and the API Key (masked after saving).
2. Press SYNC INFOBIP ACCOUNT. The sync:
3. creates (or finds) an "Odoo Connect" Calls configuration and stores its ID — this is the voice application inbound calls are routed to;
4. imports your numbers into Connect → Infobip → Numbers and Outgoing Caller IDs;
5. pushes the per-number SMS "forward to HTTP" action to the Odoo inbound SMS webhook (best-effort — see Webhooks below);
6. imports WhatsApp senders and templates when WhatsApp is enabled on the account (failures here are non-fatal).

Webhook security

Infobip does not sign webhooks. Instead, every webhook URL shown in the settings form embeds a shared secret token (?token=...), which the controllers verify with a constant-time comparison; requests without a valid token get a uniform 401. The token can also be supplied as the password of Basic Auth credentials configured on the Infobip forwarding profile. Keep the URLs (they contain the token) out of screenshots and logs. Verify Infobip Requests (Development tab) disables the check for local testing only.

Webhooks to configure in the Infobip portal

The settings form lists the exact URLs. Configure on the Infobip side:

Point each voice-capable number's voice action at the "Odoo Connect" Calls configuration (the sync attempts this automatically; account plans differ, so verify in the portal).

Voice routing

• Numbers (Connect → Infobip → Numbers): set Destination to a User (rings their web phone and/or external phone by priority) or an External Number (forwarded; External CallerID controls whether the DID or the original caller is presented — the latter requires CLI passthrough entitlement on the account).
• Users (Connect → Users → Infobip Phone tab): enable the Web Phone (a WebRTC identity is generated automatically) and/or an External Phone in E.164, each with a priority and ring timeout. The external number uses Odoo's standard phone control. Ring timeouts run on the Infobip platform, not in Odoo.
• Extensions (Connect → Infobip → Extensions): short internal numbers pointing at users, used for web-phone dialing and click-to-call caller IDs. Call flows (IVR) are not part of v1. Saving is refused, with the reason on screen, if the number is already in use — even by an extension pointing at nothing — or if the user you picked is already reached on another extension; nothing is taken over silently.
• Unrouted or exhausted calls hear a spoken message (the user's voicemail prompt when enabled) and are hung up; recorded voicemail is not part of v1.

Web phone and click-to-call

The web phone appears in the systray for users with the Infobip web phone enabled (it is on by default when Infobip is the only telephony module). Outgoing web-phone calls dial through the Calls configuration, so extensions and caller IDs are resolved by Odoo and every call lands in the ledger. Click-to-call from phone fields uses the per-user Click-to-Call Provider = Infobip: the agent's phone rings first, then the destination is bridged.

Recordings and transcription

Calls to/from users with Record Calls enabled are recorded at the dialog level. Recording files are downloaded by a cron with the API key and stored as attachments; OpenAI transcription (core setting) picks them up automatically.

Messaging

• SMS: send from any record's SMS composer (sender = the user's Infobip outgoing caller ID) or reply from Connect → Infobip → Messages. Delivery reports update message status automatically.
• WhatsApp: register senders in the Infobip portal, then sync. Templates are created and submitted for Meta approval from Connect → Infobip → Messages → WhatsApp Templates (templates are per-sender at Infobip). Free-form replies require an inbound message within the last 24 hours; otherwise pick an approved template in the WhatsApp composer.
• Message Configuration (admin-only) maps inbound messages on a number to a destination model (e.g. auto-create partners).

Known limitations (v1)

• No IVR/call flows, no recorded voicemail, no RCS/Viber, no number purchasing from Odoo, no call transfer from the web phone.
• Call prices are not fetched (Infobip exposes no per-call price on the call resource).
• The browser receives inbound calls only while a tab with the web phone is open (no push wake-up in the JS SDK) — use the External Phone ring step as a fallback.