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    Engage your customer or employees with Infobip apps available on ServiceNow. There are two apps available that you can install on your ServiceNow account:

    • Infobip Notify - an app for one-way messaging with the SMS, WhatsApp, and RCS channels. 
    • Infobip Omnichannel Conversational Messaging - an app for two-way messaging with the SMS and WhatsApp channels.
    • Infobip SPOKE - this is a 1-way solution for automating your SMS messaging.

    Infobip Notify

    This app provides a one-way solution serving as a notification system connected to a Notify plugin. The available channels are SMS, WhatsApp, and RCS. Messages can be sent from an Incident or a Case object. This app provides logs in object when the message is sent and and a page with the listed delivery reports for all messages.

    The supported message types for each channel are:

    • SMS - text only
    • WhatsApp - text templates
    • RCS - text only and image only, SMS failover is available

    What you will need

    Before you begin, you need:

    • An Infobip account with the role: x_infob_infobip_admin.If you do not have an account, you can create one.
    • An API key from your Infobip account
    • A ServiceNow account with the ServiceNow Notify plugin installed

    Installation

    The setup procedure is as follows:

    1. Install the Infobip Notify app from the ServiceNow Store.
    2. Navigate to Notify, and then select Administration > Infobip Configuration. 
    3. Ensure that you have copied your Infobip API key.
    4. On the Infobip Config page, enter your Infobip API Key.
    5. Click Connect. This calls the Infobip API to fetch all purchased WhatsApp and SMS numbers.
    6. If the connection is successful, you'll see the message “Connected to Infobip”.

    Use the following configuration sections to complete the setup. 

    Get Phone Numbers

    After connecting with an application, navigate to either Notify > Numbers (for sending SMS) and Notify > Infobip Senders (for other channels) for all the numbers associated with the Infobip account.

    Create a Number Group

    Number groups are used identify the Infobip numbers. To create the group: 

    1. Navigate to Notify -> Numbers Groups.
    2. Create a new group called Infobip SMS Group and assign it to Infobip Number in the numbers table.
    3. For sending SMS, assign the only workflow on the Outgoing SMS workflow Infobip SMS Group.

    Associate a Number to Number Group

    Identify the Infobip numbers to be associated with the new number group (Infobip SMS Group).

    1. Navigate to Notify > Numbers.
    2. Select the numbers from Infobip and assign them the Notify Group (Infobip SMS Group).

    Notify Configuration

    Navigate to Notify > Notify Properties page, and then update the phone number for sending SMS.

    RCS Delivery Reports Configuration

    To configure RCS delivery reports, you need to set up authorization with OAuth, create a user for access, and pass the OAuth credentials to Infobip. These steps are described in the following sections. 

    Create an OAuth application endpoint for external client applications to access the ServiceNow instance:

    1. Navigate to System OAuth > Application Registry, and then click New.
    2. On the interceptor page, click Create an OAuth API endpoint for external clients and then complete the form.
    3. Specify a unique name that allows you to recognize the entry.
    4. Click Submit. The record is saved in the Application Registries [oauth_entity] table. This part creates an application endpoint for Infobip to be able to receive an access token, which is used to authenticate a request for updating message statuses.

    To create a new user: 

    1. Navigate to User Administration > Users.
    2. Click New and enter the following information:
      1. User ID
      2. Password
      3. Check “Web service access only”
    3. Click Update. The user is created.

    Infobip Request

    To finish the configuration, you need to conact Infobip and include all of the following information:

    • Your instance URL
    • Client ID and Client Secret
    • User ID and User Password
    • Token
    • List of senders that you would like to configure with ServiceNow

    Infobip prepares the mechanism for forwarding messages to your instance. Make sure that you share data via the Infobip S-Pass app.

    Send Notifications from Incidents and Cases 

    Use this app from Cases and Incidents. The following steps cover Incidents, but you can use the same steps for Cases.

    1. Navigate to Incident, and select All.
    2. Select a case from where you want to send a notification, and choose a channel by clicking one of the Send RCS, Send SMS, Send Voice, or Send WhatsApp Message buttons. 

    ServiceNow Send Notifications on IncidentsThe following sections describe the steps for each of the channels.

    Send RCS

    1. Select an RCS Sender.
    2. Select Message content - Text or Image. If you select Image content, provide the image URL.
    3. Enter the Recipient’s Phone number.
    4. Enable the Failover to SMS option and enter the required message details.
    5. Check the message status by navigating to Notify > Messages or Infobip Messages.

    ServiceNow Send Notifications RCS

    Send SMS

    1. Select an SMS Sender.
    2. Add Recipients.
    3. Add Message Content.
    4. Check the message status by navigating to Notify > Messages or Infobip Messages.

    ServiceNow Send Notifications SMS

    Send Voice Message

    1. Select Sender.
    2. Add Message Content.
    3. Enter Language and Reader Name. To check which languages are supported, click here. Please keep in mind that you have to pair Language with the Reader’s name.
    4. Select the Gender of the Reader.
    5. Enter the Recipient number.
    6. Check the message status by navigating to Notify > Infobip Messages.

    ServiceNow Send Notifications Voice

    Send WhatsApp Message

    1. Select WhatsApp Sender.
    2. Select Template from the drop-down list and if needed provide further information.
    3. Enter the Recipient number.
    4. Check the message status by navigating to Notify > Messages or Infobip Messages.

    ServiceNow Send Notifications WhatsApp

    Send a Voice Notification from Workflow and Check Message Delivery

    To send a voice message from the Workflow Editor, you need to install the orchestration plugin.

    1. Navigate to Workflow Editor.
    2. Create a new Workflow.
    3. Select the Send Voice Message activity from the Custom tab, and then drag and drop it into your workflow.ServiceNow workflow

    4. Populate the required fields for the Send Voice Message activity.
      ServiceNow Send Voice Message Workflow Fields

    5. Add a Timer activity property, and set it to one minute. The timer is used to pause the workflow for one minute so that the message status can update in the Infobip Messages table.
      ServiceNow Send Voice Message Workflow Timer

    6. Select the Get Message Status activity from the Custom tab, and then drag and drop it to your workflow.
    7. Select the Message_Id from Activity Outputs > Send Voice Message Activity under the Data tab. Drag and drop it to the Message_Id input field on the Get Message Activity, and then click Submit.
    8. Create an If condition to check whether the message has been delivered. See the following sample code.ServiceNow Send Voice Message Workflow Sample Code
    9. Build the rest of your workflow based on your requirements and use case.

    Infobip Omnichannel Conversational Messaging

    This integration provides a two-way solution to integrate with the Conversational adapter, providing SMS and WhatsApp as the messaging channels. The solution is directly available from the Agent Workspace.

    What you will need

    Before you begin, you need:

    • An Infobip account with this role: x_infob_infobip_co.admin If you do not have an account, you can create one.
    • An API key from your Infobip account. 
    • A ServiceNow account

    In addition, the following components are app dependencies for two-way messaging:

    • Glide Virtual Agent (com.glide.cs.chatbot)
    • Conversational Custom Chat Integration (com.glide.cs.custom.adapter)
    • Customer Service (com.sn_customerservice)
    • Advanced Work Assignment (com.glide.awa)
    • Conversational Messaging (com.glide.messaging.awa)

    Installation and Configuration

    These setup steps are the same for all channels but differ depending on the type of send method you use. You need to complete these steps (some optional) before you can start sending messages. Before proceeding to configuration, ensure you installed our integration from ServiceNow store.

    The supported message types for each channel are:

    • SMS - sending and receiving text only
    • WhatsApp - sending and receiving text, images, videos, audio and documents

    The setup procedure is as follows.

    1. Install the Infobip Omnichannel Conversational Messaging from the ServiceNow Store.
    2. Navigate to Infobip - Conversational Adapter > Infobip Configurations.
    3. Ensure that you have copied your Infobip API key.
    4. On the Infobip Config page, enter your Infobip API Key.
    5. Click Connect. This calls the Infobip API to fetch all purchased WhatsApp and SMS numbers.
    6. If the connection is successful, you'll see the message “Connected to Infobip”. 

    Use the following configuration sections to complete the setup.

    Configure the app

    To configure the app, you need:

    • ApiKey for Infobip Account. You need to have installed the app dependencies listed in this documentation.
    • Role required: x_infob_infobip_co.admin

    Navigate to Infobip - Conversational Adapter > Infobip Configurations and paste your API key. Click Connect, and if there's an issue with the connection, a notification appears at top of the screen.

    This is only available for users with a role: x_infob_infobip_co.admin

    Configure assignment rules

    These steps are required for two-way messaging:

    1. Navigate to Advanced Work Assignment -> Queues.
    2. Search for SMS support Queue (service channel should be to Infobip SMS). Open that record.
    3. Select Assignment Eligibility and click New.
    4. Choose the appropriate Agent assignment rule (you can use default once called Infobip Chat Assignment Rule).
    5. Assign the group. The agents from the group are able to handle incoming conversations from Infobip.
    6. Confirm your choice by pressing Submit.

    These steps are required for WhatsApp:

    1. Navigate to Advanced Work Assignment > Queues.
    2. Search for WhatsApp Default Queue (service channel should be to Infobip WhatsApp). Open that record. The steps 3-6 are the same as for the SMS procedure but you can adjust the options to your needs.
    3. Select Assignment Eligibility and click New.
    4. Choose the appropriate Agent assignment rule.
    5. Assign the group. 
    6. Confirm your choice by pressing Submit.

    Configure token verification

    These steps are required for two-way messaging. If you are only sending one-way messages, you only need to complete app installation.

    1. In ServiceNow, navigate to Infobip Conversational Adapter > Token Verification.
    2. Create a new record named Infobip Token.
    3. Change the token field from the default to something difficult for added security.
    4. Click Submit.

    Configure message authentication

    To configure authentication for SMS messages:

    1. Navigate to Infobip - Conversational Adapter -> Message Auth Infobip
    2. Create a new record using the following credentials:
      1. Name:Infobip
      2. Provider: Infobip
      3. Inbound message verification: Infobip Token
      4. Outbound message creation: Infobip Token
    3. Click Submit to submit your changes.
    4. Navigate to Infobip Conversational SMS -> Provider Application, and then select Infobip Messaging Provider Application.
    5. Fill out the Message auth field with the record you’ve just created (Infobip).
    6. Click Update to confirm your changes.

     

    To configure authentication for Whatsapp messages:

    If you have set up SMS already, you can use the new record that you set up in steps 1-3 for SMS. To complete the steps for WhatsApp: 

    1. Ensure that you have set up the new record described for SMS above. 
    2. Navigate to Infobip Conversational SMS -> Provider Application, and then select Infobip WhatsApp Provider Application.
    3. Fill out the Message auth field with the new record details (Infobip).
    4. Click Update to confirm your changes.

    Configure connection alias

    The following steps help you to configure the connection alias:

    1. Navigate to Connection & Credential Aliases and search for Infobip Connection Alias (x_infob_infobip_co.Infobip_Connection_Alias).
    2. Create a new Connection.
    3. Specify the Connection URL to https://api.infobip.com/ and name to Infobip Connection.
    4. Click Submit. The record is created.

    Configure webhook

    For this step, you need to set up OAuth for authentication, which creates an endpoint for Infobip to receive the access token and set credentials for users. Both steps must be complete so that the system can authenticate requests to update messages.

    Create an OAuth application endpoint for external client applications to access the ServiceNow instance.

    1. In ServiceNow, navigate to System OAuth > Application Registry and click New.
    2. On the interceptor page, click Create an OAuth API endpoint for external clients.
    3. Fill in the form and give the endpoint a name that you can easily recognize
    4. Click Submit.

    To create a new user:

    1. In ServiceNow, navigate to User Administration > Users.
    2. Click New and enter a User ID, Password, and enable the Web service access only option.

    Configuring Queues (optional)

    You can create as many queues as you want and spread messages to each of them. The logic behind dividing them is ensured by conditional script and requires an adjustment to your needs, however, you can easily specify a fixed set of Infobip numbers that are accepted by the queue.

    1. Navigate to Advanced Work Assignment > Queues and click New.
    2. Specify a name and select an appropriate Service Channel depending on your requirements (Infobip SMS or Infobip WhatsApp).
    3. Alter the Condition mode to Advanced.
    4. Paste the code (see 3.8.1) directly into the script view. Adjust variables values NUMBERS_FOR_THE_QUEUE and NAME_OF_THE_QUEUE to your needs.
    5. Change the Order field to a value below 100.
    6. Click Submit to confirm your updates.

    NOTE: If you want to use multiple WhatsApp or SMS senders and have separate queuing for every one of them, contact Infobip support to provide you with a script for this case.

    Share config details

    As a last step in pre-setup, you need to send an email to Infobip with the following information for your application to become active:

    • Instance URL
    • Client ID
    • Client Secret
    • User ID
    • User password
    • Token

    Once received, Infobip sets up the mechanism for forwarded messages to your instance.

    Test connection

    After you complete all of the configuration steps and you have received confirmation from Infobip that you can receive incoming messages, the next step is to send a test message to your Infobip sender.

    Make sure to test this for all channels you are using with ServiceNow.

    ServiceNow agents can start a conversation by directly responding to an incoming message.

    Test virtual agent

    Virtual agent is a feature of the Glide Virtual Agent plugin. It allows you to configure a chatbot as a first line of communication with a customer. After a customer sends a message, they should see a response from the chatbot on their device. You can localize a virtual agent conversation by using the sys_cs_conversation table. 

    Testing live agent

    When an incoming message is transferred to a live agent, all available agents from the group you set up should see the conversation inside Agent Workspace.

    The following steps are important in verifying that you can send and receive messages and that the application is working properly. Make sure you have a device on which you can test locally.

    1. Login as an agent from the group that has access to the Agent Workspace.
    2. Navigate to Agent Workspace home. You are redirected to the agent's view.
    3. Open the inbox panel and select Infobip Service Channel status. This makes it possible for you to receive incoming messages.
    4. Send a message to the Infobip number.
    5. When the message is transferred to a live agent, you see a small box on the left side of the screen.ServiceNow Omnichannel Conversational Messaging send message
    6. Click Accept to accept the conversation. After accepting, you see the chat panel with the conversation history.ServiceNow Omnichannel Conversational Messaging active conversation
    7. Open the conversation, add a message, and click Send. The message displays on the device that sent the incoming message.
    8. Send another message from the device and it displays in the chat box.

    Two-way messaging

    The current limitations for receiving messages from all channels is that it supports text only.

    One-way messaging is available for:

    To start a two-way conversation, agents can respond to incoming messages. Incoming messages are handed over to virtual or live agents.

    To respond to messages, make sure that you or your agents are in the Agent Workspace Home. Those with agent permissions see the workspace view where they see incoming messages in the inbox panel.

    From here, agents can accept or reject the message. Accepting the message automatically opens the conversation along with all of its history.

    Infobip SPOKE

    Engage your customers or employees with the Infobip app available on ServiceNow. With this integration you can send one-way messages via the Infobip SMS channel for automating your SMS messaging. This feature supports:

    • One-way Single SMS messages
    • One-way Bulk SMS messages
    • One-way WhatsApp message - Text templates

    What you will need

    Before you begin, you need:

    • An 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 sender, if you don’t have one you can purchase it here.
    • API Key from your Infobip account.
    • Active ServiceNow Integration Hub.
    • ServiceNow account with the ServiceNow Infobip SPOKE installed.

    Installation and Configuration

    The setup procedure is as follows:

    1. Install the Infobip SPOKE from the ServiceNow Store Link To Infobip Spoke.
    2. Navigate to Credentials (Connection & Credentials > Credentials).
    3. Ensure that you have copied your Infobip API key from your Infobip account.
    4. Select the API Key Credential type.ServiceNow Spoke API Key
    1. Enter the name Infobip Spoke API Key Credential and add your API Key that you copied in the required field.ServiceNow Spoke new recordUse the following configuration sections to complete the setup. 

    Configure Connection and Credentials Alias

    The following sections describe the procedure to create the connection and credentials alias.

    Create Connection Alias

    1. Navigate to Connection & Credentials Aliases.
    2. Click Newto create a new record.ServiceNow Spoke new credentials
    3. Enter the name Infobip Spoke Alias.ServiceNow Spoke Alias

    Create Connection

    1. Navigate to Connection & Credential Aliases and search for the Infobip Spoke alias x_infob_infobip_sp.Infobip_Spoke_Alias.
    2. Create a new Connection.
    3. Specify the Connection URL as https://api.infobip.com and type in the name Infobip Spoke Connection.ServiceNow Spoke HTTP Connection
    4. Select the Infobip Spoke API Key Credential you’ve previously set up, and then save the connection.

    Configure Spoke Action authentication

    To configure authentication for the Spoke action:

    1. Navigate to Studio > Infobip Spoke.
    2. Open the Spoke action that requires authentication. In this case, use Infobip SMS action.
    3. Navigate to Rest Step > Connection Details, and then select Use Connection Alias from the Connection drop-down list.ServiceNow Spoke REST Step
    4. Select x_infobip_infobip_sp.Infobip_Spoke_Alias from the Connection Alias drop-down list.ServiceNow Spoke REST Step API
    5. Drag and drop the Credential Value (API Key) data pill to Authorization header. For more information about data pills, see the Service Now Flow Designer documentation.ServiceNow Spoke Data Pill
    6. Click Save, and then click Test to test the action before publishing.ServiceNow Spoke Test Action
    7. Publish the action.

    Using the Infobip SPOKE integration

    Use this app from custom Flows. The following steps cover Incidents, but you can follow the same flow for any other types:

    1. Navigate to Flow Designer.
    2. Click on Create Application File.
    3. Create a Flow.ServiceNow Spoke Create Application File
    4. Name your Flow.
    5. Add the trigger and select Infobip Bulk SMS Action from Infobip SPOKE.
    6. Populate the Spoke action inputs with the required data.

      SMSinfobip Spoke actions - SMS
      WhatsAppinfobip Spoke actions - WhatsApp
    7. Save and Activate the flow.To test the flow, you can manually create a record in the Incident Table and then check whether you have received the SMS message successfully.
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