What does this integration do?
The Infobip integration suits scenarios where the same notification is tried across several channels in sequence: the message goes out on WhatsApp first and falls back to SMS if it is not delivered. For stores at enterprise volume, this structure optimises channel cost and delivery rate.
The data it synchronises
Omnichannel sending
WhatsApp Business API
SMS and RCS sending
Channel failover rules
OTP / 2FA flows
Delivery and engagement reporting
How the data flows
01
Channel priority is set
A primary and a fallback channel are defined for each notification type: WhatsApp first, for example, then SMS if it does not arrive.
02
Templates are prepared
Templates are created per channel and the necessary approvals obtained.
03
Event mapping
Shopify events are mapped to the channel rules, with transactional and commercial traffic separated.
04
The failover rule runs
A message not delivered on the primary channel goes out on the fallback after a defined interval. That interval and the retry count are tuned against cost.
05
Engagement measurement
Delivery, read and click reports are compared by channel, and the setup is simplified against that data.
What we watch for in this integration
If the failover rule is too aggressive, the same customer receives the same message on two channels; the wait interval has to be set correctly
An omnichannel setup is not necessary for every store; we do not add complexity where one channel solves the need
Turkish consent obligations apply to commercial messages sent into Turkey regardless of channel
The cost difference between channels should be reviewed regularly
The setup process
01
Data and permission analysis
We decide which data flows in which direction, which system is the master, and what API permissions are required.
02
Mapping table
Product, variant, category, warehouse and account fields are mapped between the two systems, one by one.
03
Development and testing
The integration is built on a development store; order, return and error scenarios are tested with real data.
04
Going live
It is released through a controlled switchover, watched closely for the first few days, with the error queue monitored.
05
Monitoring and maintenance
Logging, error alerting and API version updates continue under the maintenance retainer.
What we need from you before we start
Infobip account and API credentials
The channels to use and their priority order
Templates and their approval status
Monthly sending volume and target markets