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.
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]
Connect your Infobip account
To connect your Infobip account with Jira Service Management you should generate and update two important parameters:
API base URL is predefined and should be https://api.infobip.com
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.
Api base URL
You can change the API base URL, but do it ONLY if this is requested from your Infobip account manager.
Add a number
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 click on sync activated numbers button.
[UMETNUTI SLIKE]
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 SMS or WhatsApp 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.
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.
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
Delete customers
Users can request opt-out anytime. If the Jira Service Management admin deletes the customer, it is not possible to continue the conversation, but a conversation history is still visible within a request.