# "How to Connect I2SMS to On-Chat"

> "On-Chat integrates with I2SMS so your team can receive and respond to customer SMS messages in a centralized inbox with automated conversation routing and team collaboration."

URL: https://on-chat.live/guides/how-to-connect-i2sms-to-on-chat/
Last updated: 2026-11-14

## Introduction
I2SMS is a UK-based SMS gateway provider that offers reliable bulk and two-way SMS messaging for businesses. With I2SMS integrated into On-Chat, your support team can manage inbound SMS conversations from customers in a shared inbox, using automation, canned responses, and routing to deliver fast, consistent SMS support.

**SEO Keywords:** I2SMS integration, I2SMS On-Chat, UK SMS helpdesk, I2SMS API customer support, two-way SMS inbox UK, SMS gateway business helpdesk

## Prerequisites
- An active I2SMS account with API access
- I2SMS API username and password or API key
- On-Chat account with admin access
- An I2SMS dedicated virtual number for two-way SMS
- Ability to configure inbound message webhooks in I2SMS

## Step 1: Retrieve Your I2SMS API Credentials
Log in to your I2SMS account and navigate to the API settings. Copy your **API Username** and **API Password** (or API key). These are required by On-Chat to authenticate and send outbound SMS replies through I2SMS.

## Step 2: Set Up Your Inbound SMS Number
In I2SMS, ensure you have a virtual number provisioned for inbound (two-way) SMS messaging. This is the number your customers will text. If you do not have one, contact I2SMS to provision a dedicated UK virtual number.

## Step 3: Create an SMS Inbox in On-Chat
In On-Chat, go to **Settings** → **Inboxes** → **New Inbox** and select **SMS**. Choose **I2SMS** as the SMS provider. Enter your API credentials and virtual number. Save to generate the On-Chat webhook URL for inbound message delivery.

## Step 4: Configure the Inbound Webhook in I2SMS
In your I2SMS account, find the inbound message delivery URL or callback settings. Set the inbound message URL to your On-Chat webhook endpoint. I2SMS will POST all incoming SMS messages from customers 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 I2SMS inbox → **Collaborators**. Add agents who will handle customer SMS conversations. Set up auto-assignment to distribute conversations among available agents.

## Step 6: Test the Integration
Send a test SMS to your I2SMS virtual number. Confirm the message appears in your On-Chat inbox. Reply from an agent and verify the customer receives the reply. Check both I2SMS delivery reports and On-Chat conversation logs.

## Best Practices
- Keep SMS responses concise and professional for UK customer communications
- Set up out-of-office auto-replies to manage expectations during non-business hours
- Monitor I2SMS delivery reports to ensure messages reach customers across UK networks
- Use On-Chat conversation tags to categorize I2SMS SMS support tickets by issue type

## Keep reading

- [How to Build a WhatsApp Chatbot Without Code](https://on-chat.live/guides/how-to-build-a-whatsapp-chatbot/): A step-by-step tutorial for building a dynamic WhatsApp chatbot in a visual flow builder, from your first message to live data and agent handoff.
- [Chatbot Flow Design: 12 Best Practices](https://on-chat.live/guides/chatbot-flow-design-best-practices/): Practical rules for designing chatbot conversation flows that customers finish: branching, fallbacks, personalisation, handoff and testing.
- [Make Your Chatbot Dynamic with Webhooks](https://on-chat.live/guides/dynamic-chatbot-webhooks/): Connect your chatbot flows to live data. Learn how webhooks, expressions and splits turn a scripted bot into one that answers with real information.