"getting-started"
"How to Connect Hub9 SMS to On-Chat"
"Connect Hub9 SMS to On-Chat and manage two-way SMS customer support conversations in a shared inbox with automation and team routing."
Introduction
Hub9 is an SMS gateway and communication service provider that enables businesses to send and receive SMS messages reliably. With Hub9 integrated into On-Chat, your support team can manage two-way SMS conversations from customers in a centralized shared inbox, with full automation, routing, and team collaboration features.
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Prerequisites
- An active Hub9 account with API access
- Hub9 API credentials (API key or username/password)
- On-Chat account with admin access
- A Hub9 virtual number for two-way SMS messaging
- Webhook/callback configuration access in Hub9
Step 1: Retrieve Your Hub9 API Credentials
Log in to your Hub9 account and navigate to the API or developer settings. Copy your API Key or note your Username and Password. These are required for On-Chat to authenticate with Hub9 and send outbound SMS messages.
Step 2: Provision a Two-Way SMS Number
In Hub9, ensure you have a virtual number configured for inbound SMS messaging. This is the number your customers will text. If you do not already have an inbound number, contact Hub9 support to provision one for two-way SMS communication.
Step 3: Create an SMS Inbox in On-Chat
In On-Chat, go to Settings → Inboxes → New Inbox and select SMS. Choose Hub9 as the SMS provider. Enter your Hub9 API credentials and virtual number. Save the inbox to generate your On-Chat webhook URL.
Step 4: Configure the Inbound Webhook in Hub9
In your Hub9 account settings, find the inbound message callback or notify URL configuration. Set it to your On-Chat webhook endpoint. Hub9 will forward all incoming customer SMS messages to this URL, routing them into your On-Chat inbox.
Step 5: Add Agents and Configure Routing
In On-Chat, navigate to Settings → Inboxes → select your Hub9 inbox → Collaborators. Add agents who will handle SMS conversations. Configure auto-assignment rules to distribute conversations efficiently among your team members.
Step 6: Test the Integration
Send a test SMS to your Hub9 number. Verify the message appears in your On-Chat inbox. Reply from an agent and confirm the customer receives the message. Review delivery reports in both Hub9 and On-Chat to verify the integration is working correctly.
Best Practices
- Create canned responses for the most common customer SMS questions
- Use On-Chat automation to send immediate auto-replies to incoming Hub9 messages
- Monitor Hub9 delivery reports regularly to ensure reliable message delivery
- Use On-Chat conversation tags to track SMS support tickets by category and priority