ServiceNow
Overview
With this integration your ServiceNow agents can send one-way messages via the Infobip SMS, WhatsApp, and RCS channels.
Prerequisites
- Infobip account. If you don’t have an account, sign up. To proceed with this integration, make sure you have the Infobip admin privileges.
- SMS and/or WhatsApp sender or RCS sender
- API Key
- ServiceNow Notify Plugin
- ServiceNow account
Once you have your Infobip account and have verified your phone number, you are automatically assigned testing SMS, WhatsApp senders. Go to Apps to view your test senders.
When you have finished testing and you want to have dedicated senders, request one directly from the Infobip web interface. Forward a request:
- How to request a verified WhatsApp sender
- How to buy an SMS number
- RCS – Getting Started
Installation Guide
- Install the Infobip application from ServiceNow Store.
- Open ServiceNow Service Management and navigate to Notify > Infobip Configuration.
- On the Infobip Configuration page, paste your API Key.
NOTE
This is only available for users with a role: x_infob_infobip_admin or notify_admin.
-
Click Connect. This calls Infobip API to fetch all WhatsApp, SMS, and RCS numbers purchased by the client.
User Guide
Once the Infobip API is connected, you can view the numbers that are tied to the Infobip account.
View Sender Numbers
For SMS, go to Notify > Numbers to view available numbers.
To update these numbers, go to Notify > Administration >Notify Properties.
For WhatsApp, go to WhatsApp Senders to view available sender numbers.
Create Number Group
- Navigate to Notify > Numbers Groups.
- Create a new group. For example, Infobip SMS Group. Assign it to Infobip number in the numbers table.
- For sending SMS, assign the workflow on the Outgoing SMS workflow for the Infobip SMS Group.
Associate a Number to a Number Group
- Navigate to Notify > Numbers.
- Select numbers you want and assign them to your group.
Send Messages
Here's how to test your configuration and send messages
- Navigate to Cases. Click on All to view all the cases, select a case and click Send SMS, for WhatsApp, click Send WhatsApp Message, and for RCS, click on Send RCS.
- Enter the phone number you want to send the SMS to. Compose your message. For WhatsApp, select the WhatsApp sender, WhatsApp template, fill in the template parameters, and compose your message. For RCS, select the RCS sender, select the Message Content – Text or Image and compose your message or enter the URL to the image.
There is the option to Enable Failover to SMS, click on the drop-down arrow, and select the checkbox to enable the feature.
- Check the SMS message status, navigate under Notify > Messages. To check the WhatsApp message status, navigate to Notify > Infobip Messages.