Integrations

This is a guide for Supervisors on how to connect and configure Jira, Shopify, and custom integrations.

Ticketing - Jira

Jira is a software by Atlassian, and it’s used to track product development, issues, tickets, and agile project management. Conversations support Jira integration and allows you to exchange data with your Jira account.

Jira integration consists of three parts:

  • Configuration
  • Customization
  • Usage

Jira Configuration

To configure Jira on web interface, Supervisors must set up the connection between web interface and their Jira account, and then customize which fields they want to see while using Conversations.

Here’s how to configure JIRA in web interface.

Log in to the web interface, navigate to Apps > Jira.

Infobip integration with Jira ticketing - configuration

Setting up the connection depends on the type your existing Jira account. There are three options Infobip supports:

  • OAuth
  • API Key
  • Basic

Connect Jira to Infobip - setup method

In the following paragraphs, you can see how to connect using these methods.

OAuth

  1. Select OAuth, click CONTINUE and provide the URL for your Jira instance.

OAuth account setup - connect Jira to Infobip

  1. Atlassian will return required data you need to finish the connection on Atlassian side.

OAuth account setup - connect Jira to Infobip

  1. Open Jira, navigate to Settings > Products > Application links to create a new link.

  1. Provide all the necessary data. Use copy paste. Allow the application to have read and write access to your data on your Jira account. Click AUTHORIZE.

Link Jira to Infobip

API Key

This method only supports Cloud Jira instances and it requires API Key, Jira instance URL, and Username.

API Key account setup - link Jira to Infobip

Basic

This method only supports Jira Server instances and it requires Jira Instance URL, Username and Password.

Basic account setup - connect Jira to Infobip

Jira Customization

After you’ve configured Jira in the web interface, you can configure which data (fields) you want to be displayed to Agents.

Navigate to Apps > Jira and click on your Jira account.

Also, on this page, you can enable or disable the integration by switching the toggle.

Jira to Infobip integration - customization settings

UNSUPPORTED FIELD TYPES

We currently don't support: Issue color, Epic color, Issue links, Epic link, Sprint, Labels, Version, Attachment. Additionally, we don't support any user-type fields (e.g. Reporter). Because of this, you won’t be able to create issues that have one of these fields set as required. If you want to use these fields, make sure to mark them as optional in your Jira system.

Using Jira

After you’ve completed the previous two steps, configuration and customization, Agents will see be able to see the Jira context card in Conversations. They can then manage, create new or link existing issues and tickets to a certain conversation.

Jira integration in Conversations - example

eCommerce - Shopify

Shopify integration connects your Shopify account to the Conversations. You can extract data about your customers, as well as orders they have made.

Shopify integration with Infobip - Conversations

Shopify Configuration

Here’s how to connect Shopify with Infobip.

1. Log in to the web interface and navigate to Apps > Shopify > Add Account.

Shopify app

  1. Fill out the necessary fields and click CONNECT ACCOUNT.

Connect Shopify account to Infobip

  1.  You can find that data on your Shopify store by navigating to Private apps and creating a new private app.

Configure Shopify - private apps settings

  1. After you’ve created your private app, it will have all required data to complete the process.

Shopify configuration settings - create new private app name

Shopify Customization

Once you’ve connected the new instance, it should appear under Apps > Shopify along with your store information.

Now, let’s configure which information is displayed to Agents in Conversations. Choose whether to display customer and order information.

Shopify - customization options

Custom Integrations

Using custom integrations, you can connect Conversations to any other system. For example, we’ve integrated with a currency exchange app.

Custom integrations - example - currency exchange app

On the left, you can see the preview of your custom context card and on the right, you can edit and customize the card.

For everything to work properly, provide a valid webhook URL and authorization header. Use the Edit section to configure the layout of your custom context card.

Once you’re done, Agents should be able to see the custom context card in Conversations.

Custom integrations with Infobip - example in Conversations

Storing Data in Third-Party Systems

With our custom integrations tool, learn how to create and test forms for the data that is to be obtained in third-party system conversations.

Creating a Form

You can create a form for your agents to store data obtained during the conversation which occurred  within a third-party system.

You need to choose the POST method and specify the endpoint that will receive the data. To collect the data, use the Code tab to create a form for your agents. This form will be shown to agents in the right sidebar of agent’s desktop window. You can use HTML to write the form code or choose from snippets in the upper right corner of the code tab.

Conversations - Create custom form

In the request tab you can see the payload created based on the form. To create a nested structure, use the dotted notation.
To give you a better insight, e.g., the following form:

<input type=''text'' id=''firstName'' />
<input type=''text'' id=''lastName'' /> 

Will create this payload:

{
  “firstName”:””,
  “lastName”:””
}

If you use the dotted notation you can create something like this:

<input type=”text” id=”name.firstname” />
<input type=”text” id=”name.lastname” />

Resulting in the following payload:

{
  “name”:{
    “firstname”:””,
    “lastname”:””
  }
}

Conversations - Custom context card payload

Testing the Form

Once you have created a form, you can test it. Use form preview on the left to fill in the data. Check the Request tab to make sure the payload is formatted properly. Then using the submit button in the preview or clicking the TEST button below the editor you can invoke the endpoint configured in the Configuration section.

The result will be shown in the Response tab. There you can see the whole response from the endpoint showing the error code, error message or returning payload and other details.

Conversations - Context card test form

Once the custom context card is enabled, it will be available to agents in their agent desktop window.