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

Owned by Barbara Selak
Last updated: Jun 15, 2023
2 min read

 

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. 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.

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. 

  • 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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