"How to Connect Infobip to On-Chat"

Introduction

Infobip is a global cloud communications platform supporting SMS, WhatsApp, voice, email, and other channels at scale. By connecting Infobip to On-Chat, businesses can centralize customer conversations from multiple channels in a single shared inbox, enabling support teams to respond faster, automate common queries, and route conversations to the right agents.

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Prerequisites

• An active Infobip account with API access
• Infobip API key and base URL
• An Infobip sender number or approved WhatsApp Business Profile
• On-Chat account with admin access
• Access to configure inbound message webhooks in Infobip

Step 1: Obtain Your Infobip API Credentials

Log in to your Infobip portal at app.infobip.com. Navigate to API Settings and copy your API Key and Base URL (e.g., yoursubdomain.api.infobip.com). These credentials allow On-Chat to send outbound messages via the Infobip API.

Step 2: Provision a Sender Number or Channel

In Infobip, ensure you have an active sender number for SMS or an approved WhatsApp Business Account (WABA). For WhatsApp, your business must be approved by Meta and registered through Infobip. Take note of the sender ID or phone number.

Step 3: Create an Inbox in On-Chat

In On-Chat, go to Settings → Inboxes → New Inbox and select the appropriate channel (SMS or WhatsApp). Choose Infobip as the provider. Enter your API key, base URL, and sender number. Save to generate the On-Chat webhook URL.

Step 4: Configure Inbound Webhook in Infobip

In the Infobip portal, navigate to Channels & Numbers → your sender number → Webhook settings. Set the inbound message delivery URL to your On-Chat webhook endpoint. Infobip will forward all incoming customer messages to On-Chat automatically.

Step 5: Add Agents and Assign Routing Rules

In On-Chat, go to Settings → Inboxes → select your Infobip inbox → Collaborators. Add the support agents responsible for this channel. Configure auto-assignment rules and conversation routing based on agent availability or team.

Step 6: Set Up Automation and Canned Responses

Use On-Chat's automation features to create welcome messages, out-of-hours replies, and FAQ canned responses for the Infobip inbox. This reduces agent workload and improves response times for high-volume SMS or WhatsApp conversations.

Step 7: Test and Monitor the Integration

Send a test message to your Infobip sender number. Verify it appears in On-Chat as a new conversation. Reply from an agent and confirm delivery through Infobip. Monitor Infobip delivery reports alongside On-Chat conversation metrics for end-to-end visibility.

Best Practices

• Use Infobip's global SMS reach for high-volume customer notifications and inbound support
• Leverage On-Chat labels and tags to segment conversations by channel, region, or issue type
• Set SLA targets in On-Chat to track and enforce response time goals for Infobip channels
• Review Infobip analytics and On-Chat reports together to optimize support team performance