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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 follow the next steps:

  1. Go to Manage your Apps section and click Configuration

  2. Into the API base URL textbox insert the link:  https://api.infobip.com

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Connect Your Infobip Account

To connect your Infobip account with Jira Service Management follow the next steps:

  1. Go to Manage your apps section and click Configuration

  2. Insert API base URL which is predefined and should be https://api.infobip.com

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 Info
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. 
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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. 
 Tip
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 WhatsApp, SMS, or Viber 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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 Note
Only request types without mandatory fields are visible in the default request type dropdown.
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