Skip to end of banner
Go to start of banner

How to Connect Your Infobip Account to OmniChat for Jira Service Management

Skip to end of metadata
Go to start of metadata

You are viewing an old version of this content. View the current version.

Compare with Current View Version History

« Previous Version 6 Next »

Prerequisites

  • Jira Service Management Cloud instance

  • Infobip account with activated WhatsApp, SMS, and Viber numbers

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.

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

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.

4. Click on the Save account details button.

5. Click on the Sync activated numbers button.

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 a click on the Sync activated numbers button.

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.

Shared number

If you use a shared number you can send the broadcast messages only to your verified SMS number.

Buy a number

If you have bought a new number or configured a new communication channel, use the Sync activated numbers to update your account.

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.

  • When a new customer creates a request via Infobip omnichannel, it is visible under the default project.

  • When a new customer creates a request via Infobip omnichannel, it has the default issue type.

Only request types without mandatory fields are visible in the default request type dropdown.

  • No labels