"getting-started"
"How to Connect BurstSMS to On-Chat"
"Connect BurstSMS to On-Chat and manage SMS conversations from Australian and New Zealand customers in a shared team inbox."
Introduction
BurstSMS is Australia's leading SMS platform, trusted by thousands of Australian and New Zealand businesses for bulk SMS, two-way SMS, and marketing campaigns. Integrating BurstSMS with On-Chat enables your support team to manage SMS conversations from ANZ customers in a centralized inbox with automation and collaboration tools.
SEO Keywords: BurstSMS integration, BurstSMS On-Chat, Australia SMS helpdesk, New Zealand SMS support, BurstSMS API, ANZ SMS customer service
Prerequisites
- An active BurstSMS account
- BurstSMS API key and API secret
- On-Chat account with admin access
- A BurstSMS virtual number or dedicated number for two-way SMS
- Access to BurstSMS account settings for webhook configuration
Step 1: Retrieve BurstSMS API Credentials
Log in to your BurstSMS account at burstsms.com.au. Navigate to Settings → API Details to find your API key and API secret. These credentials will authenticate all API calls from On-Chat to BurstSMS.
Step 2: Purchase a Dedicated Virtual Number
In BurstSMS, go to Numbers → Buy Numbers and purchase an Australian or New Zealand virtual number that supports inbound SMS. This number will be your SMS inbox address that customers send messages to.
Step 3: Create an SMS Inbox in On-Chat
In On-Chat, navigate to Settings → Inboxes → New Inbox and select SMS. Choose BurstSMS as the provider. Enter your API key, API secret, and virtual number. Save to generate your On-Chat webhook URL.
Step 4: Configure Inbound Message Webhook
In your BurstSMS account, go to Settings → Inbound SMS and set the callback URL to your On-Chat webhook endpoint. BurstSMS will POST all incoming SMS messages to this URL, routing them to your On-Chat inbox.
Step 5: Assign Agents to Your BurstSMS Inbox
In On-Chat, go to Settings → Inboxes → select your BurstSMS inbox → Collaborators. Add the agents who will manage SMS conversations. Configure business hours and auto-assignment rules for the ANZ time zones.
Step 6: Send and Receive Test SMS
Send a test SMS to your BurstSMS number from an Australian or New Zealand mobile. Verify the message appears in your On-Chat inbox. Reply from On-Chat and confirm it arrives on the mobile device.
Best Practices
- Schedule bulk SMS messages in BurstSMS within ACMA-compliant times (8am-9pm local time)
- Use On-Chat automation to send immediate auto-replies to incoming BurstSMS messages
- Label conversations by state (NSW, VIC, QLD) for regional routing
- Monitor SMS opt-out rates and honor unsubscribe requests promptly