Send and receive location
A location message is a pin: a named place with an address and coordinates that arrives in the conversation as a tappable map. Agents send one from the inbox composer, and when a customer shares their location back, it lands on the conversation and is captured against the contact.
Sending a location
In an open conversation, go to the attachment options in the composer and choose Location. You then set three things:
- A name or label — what the place is called. "Arino One — Dublin showroom" is more useful in a chat than a bare address.
- An address — the street address as a customer would read it.
- Coordinates — the actual pin position. Get this right; a pin fifty metres off puts someone on the wrong side of a building.
Send it, and the contact receives a map pin they can tap to open in their own maps app and navigate to. That's the whole point of sending a location rather than typing an address: it removes the copy-paste step where people get lost.
Receiving a location
Customers can share their location from their device on channels that support it. When they do, it arrives on the conversation like any other message, and it's captured against the contact record rather than only living in the thread. Agents see it on the profile, and automations and segments can use it — routing to the nearest branch, confirming a service address, checking a delivery is going somewhere plausible. See contacts and segments for where captured contact data lives and how to use it.
Asking for a location is often faster than asking for an address. "Share your location and I'll find the closest one" resolves in one tap; "what's your full address including postcode" turns into three messages and a typo.
Good uses
- Nearest store, showroom or pickup point. The customer shares where they are, the agent sends the pin for the closest location.
- Confirming a delivery or service address. A pin removes the ambiguity of similar street names and unnumbered buildings.
- Meeting spots. Site visits, viewings, event entrances, collection bays — anywhere "by the main entrance" isn't precise enough.
Practical notes
- Verify the pin before you send. Check the coordinates land on the right building, not the centre of the postcode area.
- Send a label, not just a pin. A pin with no name is hard to identify later in a thread.
- Plan a text fallback. On channels without a location type, send the address plus a maps link so the experience degrades sensibly. See the channels overview for what each channel supports.
- Treat shared locations as personal data. A customer's location is identifiable information — collect it when you need it, retain it under your normal retention policy, and don't ask for it out of curiosity.
- Save the pins you send often as quick replies where the format allows, so every agent sends the same correct branch location.
Billing
Sending and receiving location messages is included in the flat $50/month instance connection and management fee. The message itself is billed as a normal message on its channel, on your own Infobip account. See billing and plans for rates.
Steps at a glance
- Open the composerOpen the conversation in the inbox and go to the attachment options in the message composer.
- Choose LocationPick Location from the attachment types to start building a pin instead of a text message.
- Set the place and addressGive the pin a name or label, add the street address, and set the coordinates so the pin lands exactly where you mean it to.
- SendSend it. The location arrives in the chat as a tappable map pin the contact can open in their maps app for directions.
- Receiving a shared locationWhen a customer shares their own location, it lands on the conversation like any other message and is captured against the contact, so agents and automations can act on it.
Frequently asked
Which channels support location?
Location is a rich message type, so it works on channels that support structured attachments rather than plain text alone. Where a channel has no location type, plan a fallback — the address as text plus a maps link does the same job. Check the channel you're sending on before you build a flow around pins.
Can the customer send me their location?
Yes. On channels that support it, the contact can share their location from their own device and it arrives on the conversation. That's usually the more useful direction: it's how you confirm where a delivery is going or which branch someone is standing outside.
Is the shared location stored on the contact?
Yes — a location a customer shares is captured against the contact record, not just left in the message thread. That means agents see it on the profile and automations and segments can use it later. See contacts and segments for where that data lives.
Apply this to your own deployment
This guide describes decisions we make on live instances. Tell us your channels, systems and region and we will map it to an architecture outline, a provisioning plan and an indicative commercial model — usually within one business day.