Infobip Messaging Trends data from 628 billion mobile interactions in 2025 shows a decisive shift toward omnichannel and AI-driven communication, according to the company’s Messaging Trends Report 2026 released on April 1, 2026. The report also draws on a 20-year historical review of 3.8 trillion messages.
Single-Channel Communication Drops to 2.3%
Ten years ago, 73% of platform traffic was single-channel. By 2025, that figure dropped to just 2.3%, as 98% of interactions now span multiple channels. This shift marks a fundamental change in how global brands structure their customer engagement strategies.
Infobip Messaging Trends: RCS and WhatsApp Lead Growth
RCS traffic grew three times globally in 2025. North America recorded a 70x increase, Latin America saw a 7x rise, and the Asia-Pacific region grew by more than five times. Meanwhile, SMS remains a critical channel, accounting for 62% of total traffic due to its reliability.
WhatsApp facilitated 91% of all conversational AI interactions on the platform, marking a 25% increase year over year. The data positions WhatsApp as the dominant channel for conversational applications in business messaging.
Agentic AI Moves Beyond Basic Chatbots
The report highlights the emergence of agentic AI in business messaging. Unlike basic chatbots, AI agents are now capable of autonomous, goal-driven interactions. Furthermore, these agents can orchestrate complex customer journeys across multiple channels simultaneously.
“Our 20-year anniversary data set gives us a unique vantage point to see not just where we are, but where we are going. The story is clear, the era of the simple notification is over. We are shifting towards a diverse ecosystem where brands orchestrate conversations across WhatsApp, RCS, Email and Voice. The future is omnichannel, conversational, and increasingly powered by Agentic AI. In this new world, Infobip provides the infrastructure enabling businesses to meet their customers on the right channel, at the right time, with the right message.”
Ante Pamuković, Chief Revenue Officer, Infobip
Company Background and Recent Recognition
Infobip, established in 2006 and led by co-founders CEO Silvio Kutić and Izabel Jelenić, operates a cloud communications platform capable of reaching over seven billion mobile devices across six continents. The platform connects to over 10,000 connections, including 800+ direct operator connections.
The company received several industry recognitions in recent years. Notably, Infobip was named a Leader in the Gartner Magic Quadrant for Communications Platform as a Service for the third consecutive year in July 2025, positioned furthest in Completeness of Vision. In addition, Frost and Sullivan recognized the company as a growth and innovation leader in its CPaaS Frost Radar report in October 2025.
Outlook for Business Communication
The Messaging Trends Report 2026 signals a continued move away from transactional, single-channel notifications toward autonomous, AI-powered customer experiences. Consequently, businesses that rely on a single channel risk falling behind as consumer expectations for real-time, multi-channel engagement increase. The full report is available through Infobip’s official channels.
