Before you start engaging with your customers using the WhatsApp and SMS, please make sure to finish the setup in your Jira Service Management cloud. Once the app is configured, you can start receiving and sending SMS and WhatsApp messages.
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Prerequisites
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Only one account per instance It is not possible to connect one Infobip account with different Jira Service Management instances. Please don't share your Infobip account. |
Before you start engaging with your customers using WhatsApp, SMS, and Viber, please make sure to finish the setup in your Jira Service Management cloud.
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Connect
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Your Infobip
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Account
To connect your Infobip account with Jira Service Management you should generate and update two important parameters:
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follow next steps:
Go to Manage your apps section and click Configuration
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Insert API base URL which is predefined and should be https://api.infobip.com
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You can change the API base URL, but do it ONLY if this is requested from your Infobip account manager. |
3. Insert the API Key from the Infobip portal. To generate the API Key you should log in to the Infobip portal and visit the manage API Key section.
To show all activated phone numbers for your Infobip account, click on the sync activated numbers button.
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Api base URL You can change the API base URL, but do it ONLY if this is requested from your Infobip account manager. |
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4. Click on the Save account details button.
5. Click on the Sync activated numbers button.
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It is not possible to add a channel and phone number manually. Every time your company buys a new number, you should sync it with the a click on sync on the Sync activated numbers button. |
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Broadcast your first message
To start an interactive conversation with the customers, you need a 2-way enabled number. Click on Sync activated numbers to get all numbers and communication channels activated for your Infobip account. After phone numbers are visible on the configuration page, you must add a default project and a default request.
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Default request parameters
It is not possible to create a request via SMS or WhatsApp without defining a default project and a default request type for each activated channel. Both are required.
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Only request types without mandatory fields are visible in the default request type dropdown. |
Auto-reply message
Auto-reply message is only used for the first message in the conversation thread. Auto-reply message is an optional value when saving the configuration. Every activated number can have his own auto-reply message.
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We recommend to stay under 160 characters. |
Edit customers full name
It is possible to change the customer's name for omnichannel customers. To edit a full name, follow the path: Open Jira settings → User management → Jira Service Management → Portal → Find a customer by phone number → Edit full name
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Delete customers
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