The InfoBip SMS channel

Graia CCaaS integrates with InfoBip, a third-party SMS provider, to offer comprehensive messaging capabilities. To utilize this service, users must have an InfoBip account, a purchased phone number, and access to both an API URL and an API Key for channel creation in Graia CCaaS.

Our team is available to assist with the setup of your InfoBip account.

Here's how the InfoBip SMS channel is configured in Graia CCaaS:

1. Ensure InfoBip Account Setup: Before integrating with Graia CCaaS, make sure you have an active InfoBip account, a purchased phone number (if required for two-way messaging), and access to your InfoBip API URL and API Key.

2. Add the callback URL to InfoBip so Graia CCaaS is made aware of SMS events:

   • On the InfoBip portal, open the details of the Number that you subscribed to for use in the Graia CCaaS SMS channel.

   • Click the SMS tab.

   • Click the edit icon (pencil) for the Default configuration.

   • Set the Forwarding action dropdown to Forward to HTTP and paste the following Graia CCaaS URL into the URL field and leave all other properties on their default settings:

     https://api-prod.geomant.cloud/infobip-sms-connector/

     (Mind the closing forward slash icon, it is required.)

   • Click Configure to apply the change.

3. Navigate to Graia CCaaS Portal: Log into the Graia CCaaS Portal and navigate to Chat > InfoBip SMS.

4. Choose to Create a New Channel

5. Enter InfoBip Details:

   • Sender (Phone Number): Enter the phone number you've purchased through InfoBip or the one you're using for sending SMS.

   • InfoBip API URL: Provide the API URL given to you by InfoBip.

   • InfoBip API Key: Enter the API key from your InfoBip account. This, along with the API URL, is used to establish a connection between Graia CCaaS and your InfoBip account.

6. Configure Channel Details: Channel name, workflow, business unitBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups. and categorization rule.

7. Configure business hoursBusiness Hours – A channel's time zone, opening hours, holidays and exceptions, set on the channel's Business hours tab.: Configure your opening and closing hours as well as your holidays.

8. Configure your completion codesCompletion Codes – Short labels an Agent picks when closing a Work Item to record the outcome of the Conversation, used in Reporting. They are set per Channel, and an Agent Workspace can replace them with its own codes and sub-codes.: Configure the completion codes the agents can use to label sms conversations.