If you’re looking to send SMS messages and voice calls as well as emails, then Whispir for ServiceNow® is the perfect addition to your instance of ServiceNow®.
In this video, I’ll be showing you how to get the best out of the Whispir for ServiceNow® integrated app, from an administrator’s point of view. You’ll be familiar with ServiceNow®’s powerful workflow capabilities, and its ability to natively send email notifications. With Whispir for ServiceNow®, you can add cross-channel communications functionality to your workflows.If you haven't seen our User's How-To on Whispir for ServiceNow®, I recommend you check that post out first.
The first thing you’ll need to do is install the Whispir app. Open your web browser, and navigate to “store.servicenow.com”. Once you’re there, type “Whispir” into the search field, and hit Enter. The Whispir app will appear in your search results. Click on it, and you’ll be able to see a detailed summary of the app’s capabilities. Have a quick read if you like, and when you’re ready, click on the blue “Get” button in the top right. A pop-up will appear, asking for your ServiceNow HI credentials. Type those in, hit “Login”, and proceed to purchase the app. Once that’s done, you can login and install the application your ServiceNow instance.
On top of the usual modules for Messages, Flows, Conferences, History and Support, there is an extra one, titled “Admin” . There are a few properties that need to be changed before you will be able to start using Whispir for ServiceNow, and these properties are in the “Admin” module. Open the menu, and click on the “Properties” item. I’ll go through these in more detail a little later, but for now, you can see that the fields titled “x_whisp_app.apikey” and “x_whisp_app.auth.header” are blank. In order for the application to send messages, it needs an API key and an authorization header from whispir.io. Log in to whispir.io (or click “Register for an account” to create one), click on “Apps” within the main Dashboard pane, and copy the API key from the ServiceNow app’s details section. Paste this into the “.apikey” field in Whispir for ServiceNow’s “Properties” item. Then, flick back to whispir.io, select the “Code” tab, click on “(show auth header)” and copy the entire authorization header from here. Paste this into the “.auth.header” field, and that’s it – you’re ready to start sending messages.
Special administrator commands
At this point, I’d recommend watching our user-focused how-to video on Whispir for ServiceNow® to familiarize yourself with the basic workings of the app. If you’re already familiar with how to use the application, great – let’s get into the advanced settings. Essentially, the “Admin” module in Whispir for ServiceNow® allows you to view and edit the back-end functionality of the application for the users of your ServiceNow® instance. Some of these items can break the application if edited, so it is advised that any changes be made with care. The first item, “API Endpoints”, shows the specific URLs within the Whispir Application Programming Interface that are required for Whispir communications.
“Message Rules” defines the business rules that are used by the Whispir for ServiceNow® application, and “Script Includes” define actions to be taken when a Message Rule is triggered. For example, when a message is created and the user has clicked submit, the data they have entered goes into a table. The message rules activate when this table is updated, and they execute a Script Include to pull this new data and send it to the specified recipients.
“Client Scripts” control the display and content of information boxes, or “helpers”, by Whispir for ServiceNow®. For example, the Whispir Message Helper will display a blue box with guidelines on creating a message in the Messages module, if the application is unlocked and active. If no API key or authorization header has been entered, this script produces a red box saying that no messages can be sent. Care should be taken when editing these items.
Lastly, we return to the “Properties” item. You’ll remember that we placed our API key and authorization header here to unlock the application. As an administrator, you can also turn debug mode on or off, define the default country code extension, view the API authorization extension, enable or disable voice call functionality, change the introductory message to a voice call, and view the Whispir workspace identifier that applies to this instance of ServiceNow®. Descriptions are also available for all of these properties. Fundamentally, the API key and authorization in particular are critical for connecting to Whispir. These, along with the workspace ID, should only be changed if you have a valid alternative ID or authorization from Whispir.
With great power comes great responsibility
That bring us to the end of this administrator’s how-to on Whispir for ServiceNow®. The “Admin” module gives you access to the inner workings of Whispir for ServiceNow®, and allows for powerful customization of its capabilities.Be careful in there though - some of these settings affect the whole application, and should be edited very carefully.
Whispir for ServiceNow® has since been certified for ServiceNow® Helsinki, and includes new features and improvements. Check the ServiceNow Store for the latest release.