We design and implement connected customer communication across WhatsApp, SMS, MMS, RCS, email, voice and Viber, supported by Infobip’s global communication platform.
Official Infobip Partnership
Gala Digital is an official Infobip Consulting Services Partner. Infobip is a global leader in omnichannel communication, giving our clients enterprise-grade technology for messaging, automation, customer support and engagement at scale.
The partnership allows Gala Digital to support the work from technical integration through journey design, campaign execution, optimisation and reporting. Clients do not have to separate the platform from the experience they need to deliver.
Infobip AgentOS brings AI agents, customer data, communication channels, automation, human support and performance insight into one operating environment. Gala Digital uses these capabilities to design practical agentic experiences that can answer questions, complete defined tasks, use approved knowledge and hand the conversation to a person with its context intact.
Give an AI agent a defined role, approved knowledge and the tools it needs to complete multi-step customer tasks.
Use customer profiles and journey data so the next interaction responds to what has already happened.
Move complex, sensitive or exceptional needs to a service team without making the customer start again.
Monitor agent performance, conversation quality and outcomes so the system can be managed and improved responsibly.
Customers may discover an offer through a campaign, ask a question on WhatsApp, receive an email and need a person to finish the conversation. The experience breaks when every channel starts again.
We design the journey around what the customer needs to accomplish, then use the right channels, automation and human support to carry the context forward.
Send The Right Message At The Right Moment
Using Infobip Moments, we design automated journeys for onboarding, reminders, service updates, lead nurturing and follow-up across messaging, email and web chat.
Automate Useful Work Without Trapping The Customer
Using Infobip AgentOS and Answers, we design AI agents and structured conversations that answer common questions, complete guided or multi-step tasks and move complex needs to the right person.
Give Service Teams The Context To Continue The Conversation
Using Infobip Conversations, we connect digital channels to agent support so customers do not have to repeat the same information at every handover.
Use Engagement Data To Improve The Journey
Delivery, response and conversation data help teams see where customers engage, where they stop and what the next improvement should address.
Welcome customers, confirm access and guide the first important actions.
Explain status changes, appointments, deliveries, payments and the next step.
Answer common needs automatically and create a sensible route to a person.
Carry interest from an advert or message into enquiry, qualification, booking or purchase.
Use relevant reminders, offers and guidance to bring customers back without sending disconnected broadcasts.
Support confirmations, tickets, receipts and other messages people need to trust and keep.
Communication channels, AgentOS, Conversations, Answers, Moments, payments, customer data and platform infrastructure.
Use-case definition, journey orchestration, conversation design, content, visual communication, technical implementation support, optimisation and reporting.
Start with the system, then add the design and management the operation requires.
Configure channels, integrations, customer data, permissions, automation and governance.
Design journeys, conversation flows, content, campaign response and agent handovers.
Run campaigns, monitor performance, improve automations and maintain the live communication environment.
Imperial Lane On WhatsApp
The Imperial Lane experience connects chatbot guidance, live trip search, booking, payment and support around one customer journey. The case study clearly identifies the systems and implementation owned by the Imperial Lane team and Gala Digital’s role in the wider customer experience.
Tell us where customers are waiting, repeating themselves or losing track of what happens next.
Choose the area closest to the work in front of you.
