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

How to use

Use this app from Cases and Incidents. The following steps cover Cases, but you can follow the same flow for Incidents but these steps cover Cases:

1. Navigate to Cases, click All. Select a case, and click Send (channel name). 
   
2. Select a sender when required depending on the channel you are using, and enter the destination phone number. Depending on the channel:
   
   a. Select a message template
   b. Fill in the required parameters
   c. Compose your message
   d. Select the message content (text or image)
   e. Add any URLs to media
   
3. (For RCS only) Enable the Failover to SMS option and enter the required message details. 
4. Check the message status by navigating to Notify > Messages or Infobip Messages.

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 will 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 will 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 will 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 will be 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 will  be created.

Configure webhook

For this step, you will need to set up OAuth for authentication, which will create 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 fixed set of Infobip numbers that will be accepted by 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 will set 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 will be 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.
6. Click Accept to accept the conversation. After accepting you will see the chat panel with the conversation history.
7. Open the conversation, add a message, and click Send. The message will display on the device that sent the incoming message.
8. Send another message from the device and it will display in the chat box.

Two-way messaging

The current limitations for receiving messages from all channels is that it supports text only. This will expand in the future with further updates on this application.

One-way messaging is available for:

• SMS
• WhatsApp

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 will see the workspace view where there will see incoming messages in the inbox panel.

From here, agents can accept or reject the message. Accepting the message will automatically open 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 will 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.

5. Enter the name Infobip Spoke API Key Credential and add your API Key that you copied in the required field.Use 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 New to create a new record.
3. Enter the name Infobip 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.
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 we will use Infobip SMS action.
3. Navigate to Rest Step > Connection Details, and then select Use Connection Alias from the Connection drop-down list.
4. Select x_infobip_infobip_sp.Infobip_Spoke_Alias from the Connection Alias drop-down list.
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.
6. Click Save, and then click Test to test the action before publishing.
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.
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.
   
   SMS
   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.