"How to Connect ClickSend SMS to On-Chat"

Introduction

ClickSend is a global communication platform that provides SMS, email, voice, and postal messaging for businesses. Its SMS gateway offers high deliverability across 220+ countries. With ClickSend integrated into On-Chat, your support team can manage inbound SMS conversations from customers worldwide in a centralized shared inbox.

SEO Keywords: ClickSend SMS integration, ClickSend On-Chat, SMS helpdesk ClickSend, two-way SMS support, ClickSend API customer service, global SMS customer support

Prerequisites

• An active ClickSend account with API access
• ClickSend API username and API key
• On-Chat account with admin access
• A ClickSend virtual number that supports inbound SMS
• Webhook URL support enabled in your ClickSend account

Step 1: Retrieve Your ClickSend API Credentials

Log in to your ClickSend account at dashboard.clicksend.com. Go to Account → API Credentials and copy your Username and API Key. These credentials allow On-Chat to authenticate with ClickSend and send outbound SMS messages on your behalf.

Step 2: Purchase a Virtual Number

In ClickSend, navigate to Numbers and purchase a virtual number that supports inbound (two-way) SMS messaging. This is the number your customers will text. Select a number appropriate for your target market — local numbers tend to have higher open rates.

Step 3: Create an SMS Inbox in On-Chat

In On-Chat, go to Settings → Inboxes → New Inbox and select SMS. Choose ClickSend as the SMS provider. Enter your API Username, API Key, and virtual number. Save to generate your On-Chat webhook URL for inbound messages.

Step 4: Configure the Inbound Webhook in ClickSend

In your ClickSend account, go to Numbers and select your virtual number. Set the Inbound SMS URL to your On-Chat webhook endpoint. ClickSend will POST every incoming SMS message to this URL, routing it into your On-Chat inbox as a new conversation.

Step 5: Assign Agents and Configure Routing

In On-Chat, navigate to Settings → Inboxes → select your ClickSend inbox → Collaborators. Add agents who will handle SMS support. Set up auto-assignment rules to route conversations to available agents based on round-robin or manual assignment.

Step 6: Create Canned Responses and Automation

Build canned responses for frequently asked questions your customers send via SMS. Set up On-Chat automation to auto-reply outside business hours, label conversations by keyword, or escalate urgent messages. This reduces response times and agent workload.

Step 7: Test and Go Live

Send a test SMS to your ClickSend virtual number. Verify it appears as a conversation in On-Chat. Reply from an agent and confirm the customer receives the message. Monitor ClickSend delivery reports and On-Chat analytics to optimize your SMS support workflow.

Best Practices

• Use short, clear SMS messages — aim for under 160 characters to avoid split messages
• Review ClickSend delivery receipts to monitor per-country SMS delivery rates
• Set up an out-of-office auto-reply for after-hours SMS messages
• Use On-Chat conversation exports to analyze ClickSend SMS support trends