Infobip

Overview

This document provides a detailed guide to integrating Infobip with Callgoose SQIBS for real-time Incident Management, Incident Auto Remediation, Event-Driven Automation, and other automation purposes. The integration enables automatic creation, updating, and resolution of incidents in Callgoose SQIBS based on notifications triggered in Infobip. The guide includes steps for setting up notifications in Infobip, configuring webhook notifications, creating API filters in Callgoose SQIBS, and troubleshooting.

Prerequisites

• Infobip Account: Access to Infobip for creating notifications and managing webhooks.
• Callgoose SQIBS Account: With valid privileges to set up API filters and receive notifications.
• Webhook/API Endpoint: Available in Callgoose SQIBS to receive notifications from Infobip.

1. Obtain API Token and Endpoint Details

To integrate with Callgoose SQIBS, you first need to obtain an API token and find the API endpoint details.

• Generate an API Token:
• Follow the guide on How to Create API Token in Callgoose SQIBS.
• Find the API Endpoint:
• Refer to the Callgoose SQIBS API Endpoint Documentation to get the endpoint details where the JSON payloads from Infobip will be sent.

2. Debugging and Troubleshooting

You can enable debugging in the API tokens used with Infobip notifications for troubleshooting purposes.

• Enable Debugging:
• You can update the debug value when adding or updating an API token.
• When API tracking is enabled, logs are stored in the API log section for your review. The debugging option will automatically disable after 48 hours.
• When API tracking is turned off, no logs are saved in the API log.
• Using API Log for Troubleshooting:
• The API log provides detailed information on all API calls made to Callgoose SQIBS.
• You can check the JSON values in each API log entry for troubleshooting purposes.
• Use the information in the API log to create or refine API filters to ensure incidents are created correctly based on the API payloads received.
• Callgoose SQIBS creates incidents according to your API filter configuration, giving you full control over how notifications from different services trigger incidents and alerts for your support team or automation processes.

3. Configuring Infobip to Send JSON Payloads

To configure Infobip to generate the JSON payloads similar to the examples provided, follow the steps outlined below. These steps will guide you through setting up the necessary notifications and webhook configurations within Infobip to ensure that the JSON payloads match those expected by Callgoose SQIBS.

3.1 Setting Up Webhook Notifications in Infobip

To generate the required JSON payloads, you first need to set up notifications within Infobip.

• Log into Infobip
• Access the Infobip platform using your credentials.
• Set Up Notification Profiles
• From the homepage, click on Developer Tools.
• Go to Subscription Management and select Notification Profiles.
• Click on Create Notification Profile.
• In the Webhook URL field, enter the API endpoint provided by Callgoose SQIBS.
• Refer to the API endpoint documentation for the correct URL format.
• Click on Save.
• Create a Subscription
• Navigate back to Subscription Management and click on Subscriptions.
• Select Create Subscription.
• Choose the desired channel (e.g., WhatsApp).
• Select the events you want to subscribe to.
• Choose the previously created Notification Profile.
• Click Save.
• Set Up a Broadcast Campaign
• From the homepage, go to Campaigns and click on Broadcasts.
• If Broadcasts is not visible, create channel first. Refer Channels for more details.
• Click on Create Broadcast.
• Select the recipient and sender.
• Design your message template by selecting the appropriate content.
• Refer Broadcast for more details.
• Configure Tracking and Reporting
• In the Tracking and Reporting section, select Push Delivery Reports to Webhook.
• By default, the payload will be sent in the standard format.
• Optionally, you can also select the Additional Data Payload option to send extra details.
• Final Steps
• Click on Continue to Preview.
• Review the details and click Launch to send the broadcast.

3.2 Finalizing and Testing

• Validate the Integration:
• Trigger the notification condition manually if possible to verify that the correct JSON payload is sent to Callgoose SQIBS.

4. Configuring Callgoose SQIBS

4.1 Create API Filters in Callgoose SQIBS

To correctly map incidents from the Infobip notifications, you need to create API filters based on the JSON payloads received.

4.1.1 Example JSON Payloads from Infobip

Notification Triggered

json

{
  "results": [
    {
      "bulkId": "2698935596111",
      "price": {
        "pricePerMessage": 0.000000,
        "currency": "USD"
      },
      "status": {
        "id": 5,
        "groupId": 3,
        "groupName": "DELIVERED",
        "name": "DELIVERED_TO_HANDSET",
        "description": "Message delivered to handset"
      },
      "error": {
        "id": 0,
        "name": "NO_ERROR",
        "description": "No Error",
        "groupId": 0,
        "groupName": "OK",
        "permanent": false
      },
      "messageId": "139092608552833382",
      "doneAt": "2024-09-26T14:25:30.000+0530",
      "messageCount": 1,
      "sentAt": "2024-09-26T14:25:28.334+0530",
      "callbackData": "",
      "to": "918921******",
      "channel": "WHATSAPP"
    }
  ]
}

4.2 Configuring API Filters

4.2.1 Integration Templates

If you see an Infobip integration template in the "Select Integration Template" dropdown in the API filter settings, you can use it to automatically add the necessary Trigger and Resolve filters along with other values. The values added by the template can be modified to customize the integration according to your requirements.

4.2.2 Manually Add/Edit the Filter

• Trigger Filter (For Creating Incidents):
• Payload JSON Key: "results".[0]."status"."groupName"
• Key Value Contains: [DELIVERED, UNDELIVERED, REJECTED, PENDING, EXPIRED]
• Map Incident With: null
• Incident Title From: "results".[0]."status"."name"
• This will use the event status title as the incident title in Callgoose SQIBS.
• Incident Description From: Leave this empty unless you want to use a specific key-value from the JSON payload. If a key is entered, only the value for that key will be used as the Incident Description instead of the full JSON. By default, the Incident Description will include the full JSON values.
• Example: If you use the "results".[0]."status"."description" key in the Incident Description From field, the incident status description will be the value of the "description" key. In the example JSON payload provided earlier, this would result in a description like "Message delivered to handset".
• Resolve Filter:
• The resolve filter is turned off because the example incident shown here will not auto-resolve.

Refer to the API Filter Instructions and FAQ for more details.

4.3 Finalizing Setup

• Save the API Filters:
• Ensure that the filters are correctly configured and saved in Callgoose SQIBS.
• Double-check that all key mappings, incident titles, and descriptions are correctly aligned with the payload structure sent by Infobip.

5. Testing and Validation

5.1 Triggering Notifications

• Simulate a Notification Event:
• Trigger an event in Infobip that will generate a notification (e.g., a message delivery).
• Verify that an incident is created in Callgoose SQIBS with the correct title, description, and mapped values.

6. Security Considerations

• API Security: Ensure that the Callgoose SQIBS API endpoint is correctly configured and that the API token is securely stored and used.
• Infobip Permissions: Confirm that the webhook in Infobip has appropriate permissions to send notifications and data to Callgoose SQIBS.

7. Troubleshooting

• No Incident Created: If no incident is created in Callgoose SQIBS, verify that the webhook URL in Infobip is correct and that the JSON payload structure matches the API filters configured in Callgoose SQIBS.
• Incident Not Resolved: Ensure that the resolve filter in Callgoose SQIBS is correctly configured and that the JSON payload sent by Infobip matches the expected structure.

8. Conclusion

This guide provides a comprehensive overview of how to integrate Infobip with Callgoose SQIBS for effective incident management. By following the steps outlined, you can ensure that notifications from Infobip are automatically reflected as incidents in Callgoose SQIBS, with proper resolution tracking when the issues are resolved.

For further customization or advanced use cases, refer to the official documentation for both Infobip and Callgoose SQIBS:

• Infobip Documentation
• Callgoose SQIBS API Token Documentation
• Callgoose SQIBS API Endpoint Documentation
• API Filter Instructions and FAQ
• How to Send API

This documentation will guide you through the integration process, ensuring that your incidents are managed effectively within Callgoose SQIBS based on real-time notifications from Infobip.