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.
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Connect Your Infobip Account
To connect your Infobip account with Jira Service Management 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
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.
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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.
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
Creating a request via WhatsApp, SMS, or Viber is impossible 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.