"getting-started"
"How to Connect I2SMS to On-Chat"
"Connect I2SMS to On-Chat and manage two-way SMS customer support conversations in a shared inbox with automation and agent routing."
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.
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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