Once you've configured the Jira Service Management with your Infobip account details, you can start receiving and sending messages. In this article, you will learn how to use omnichannels powered by Infobip in your Jira Service Management.

There are few important information to take into account, so please read it carefully.

Start a conversation

Only end-customer can initiate the conversation via omnichannels. The Jira Service Management agent can't start the conversation. When a user starts the conversation, a support request will be created based on a default project and a default request type. All new requests appear in the Jira Service Management queue for new tickets with the format "SMS request from 385991903327".

The first (opening) message received from the customer is visible in the description field of the ticket. Support agents can continue the conversation in the OmniChat section. Only one omnichannel conversation can be active per customer and all messages sent by customer will be added to this request under the OmniChat section.

Due to Atlassian limitations, it is not possible to disable the Comments section in the request navigation for omnichannel requests. Sending a message via Comments won't work for omnichannel customers. Also, end-customer won't receive any kind of status notifications when requests change the status. 

Auto-reply message

Auto-reply message is set by Jira Service Management administrators. Auto-reply message is only used for the first message in the conversation thread.

Pause a conversation 

Only one omnichannel conversation can be active per customer and all messages received from the end-customer are added to the active conversation.

Support agents can pause the conversation and make it inactive. Once the conversation is inactive, every new message will open a new request in the Jira Service Management. To inform the customer about the resolution or status change, support agents can activate the conversation again.

Pause conversation

Use the pause conversation feature if you expect a high resolution time for requests. With this feature, you can have more open requests with the same customer.

Omnichannel conversation with e-mail customers

It is also possible to continue a conversation with e-mail customers via Infobip omnichannels. If support agents already have a phone number or get it during an e-mail conversation, they can add it to the OmniChat panel.

End a conversation

Once the support agent resolves a request, it is not possible to send or receive any updates for this request.  If the user responds or sends a new message, a Jira Service Management adds a queue request. Support agents can continue the conversation with the customer with changing the request status to "IN PROGRESS". 


With over 5 billion people sending and receiving SMS every day, it is still one of the most popular communication channels. Make your business more accessible and engage with the customers on the channels they really use. SMS requires signal coverage for messages to be delivered, however, messages can be stored for up to 48 hours if the user is out of signal range and will be delivered once the users are within the specified range.

A standard SMS message can hold up to 160 characters, or 70 characters if unicode data coding is used. When more characters are used, messages are broken into parts and are reassembled when they reach the mobile phone. Due to its design, SMS cannot handle media file messages like pictures, videos, or attachments - only text characters can be used.

We strongly recommend using the E.164 number formatting. E.164 numbers are internationally standardized to a fifteen-digit maximum length.

Phone numbers must start with a country code, following by network code and the subscriber number. The "+" prefix is not needed. Phone numbers that are not E.164 formatted may work, depending on the handset or network. For example, a Croatian number should look like 385981234567, while a UK number should look like 447712345678.

Long SMS

All SMS messages are charged per message. Long SMS messages are basically broken in several SMS messages and reassembled when they reach mobile phone. They are charged based on the number of parts where each part is one SMS message.

The maximum size of a long message varies between mobile networks. We suggest constraining to sending no more than 5-7 long SMS parts. Your account manager will provide more details for a specific network.


To have an SMS conversation, Jira Service Management customers should have a phone number connected. A phone number saves in the database automatically if the end-user initiates the conversation. Support agents can add a phone number for existing e-mail customers anytime.

Users can request an opt-out anytime. If someone requests the opt-out you should contact your Jira Service Management administrator to delete it. It is simple to do it from the Customers page in the app configuration.


If someone request the opt-out, you should contact your Jira Service Management administrator.

WhatsApp Business

There are 2 billion users on WhatsApp, so offering it as a customer service channel is a must today. Customers will appreciate communication with a business on a familiar platform that is reliable and secure.

WhatsApp Business

Infobip is an official WhatsApp Business solution provider. To start using the WhatsApp Business solutions, you must provide all required information to confirm that you will use the solution in compliance with the WhatsApp technical and product documentation.

To activate WhatsApp as a channel, contact your dedicated Infobip account manager or Infobip WhatsApp experts.

WhatsApp Templates

If you want to use WhatsApp Business API to send useful notifications to your customers, you must prepare and register your message templates. 

If more than 24 hours have passed since your last communication with the customer, you must use WhatsApp templates to initiate the conversation. Templates must be aligned and approved with guidelines from the WhatsApp Trust & Safety team.

Exchange images 

Speed up conversation and improve the resolution time with media messages. Enable customers to share all information required to complete processes instantly over an end-to-end encrypted platform.