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. |
[UMETNUTI KONFIG SLIKE - GettingStarted & Configuration pic kad promijenimo UI stvari]
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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 Your Infobip Account
To connect your Infobip account with Jira Service Management you should generate and update two important parameters:
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follow the next steps:
Go to Manage your Apps section and click Configuration
Into the API base URL textbox insert the link: https://api.infobip.com
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To generate the API Key from the Infobip portal 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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You can change the API base URL, but do it ONLY if this is requested from your Infobip account manager. |
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Add a number. |
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.
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. Creating a request via WhatsApp, SMS, or Viber is impossible without defining a Default project and a Default request type for each activated channel.
Create a project where you want to collect raising tickets. When a new customer creates a request via Infobip omnichannel, it is visible under the default project you’ve configured for that number.
Go to Manage your Apps and click on Configuration to configure numbers.
Click on Sync activated numbers to get all numbers and communication channels activated for your Infobip account.
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Select a channel and number you want to configure.
Select a Default project.
Select a Default issue type. When a new customer creates a request via Infobip omnichannel, it has the default issue type you’ve assigned to that number.
If you’ve selected Shared number you HAVE to define the Keyword.
Save the changes.
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Shared number If you use a shared number you can send the broadcast messages only to your verified SMS number. |
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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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When a new customer creates a request via Infobip omnichannel, it is visible under the default project.
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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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