"How to Connect M3 Tech to On-Chat"

Introduction

M3 Tech is an SMS gateway and mobile communication services provider that enables businesses to send and receive SMS messages through its platform. By connecting M3 Tech to On-Chat, support teams can manage all inbound customer SMS conversations in one shared inbox with agent routing, canned responses, and conversation automation for faster, more consistent support.

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Prerequisites

• An active M3 Tech account with API access enabled
• M3 Tech API credentials (API key or username/password)
• A virtual or dedicated number provisioned in M3 Tech for inbound SMS
• On-Chat account with admin access
• Ability to configure inbound message webhooks in M3 Tech

Step 1: Retrieve Your M3 Tech API Credentials

Log in to your M3 Tech portal and navigate to the API or developer settings. Copy your API key or username and password. Also note the API base URL for your M3 Tech instance. These credentials are required to configure the On-Chat SMS inbox.

Step 2: Provision an Inbound Number

In M3 Tech, confirm you have a dedicated virtual number or shortcode configured for two-way SMS. This is the number your customers will send SMS messages to. If you do not have one, contact M3 Tech support to provision a number.

Step 3: Create an SMS Inbox in On-Chat

In On-Chat, navigate to Settings → Inboxes → New Inbox and select SMS. Choose M3 Tech as the SMS provider. Enter your API credentials, base URL, and virtual number. Save the inbox to generate the On-Chat inbound webhook URL.

Step 4: Configure the Inbound Webhook in M3 Tech

In the M3 Tech portal, go to your number or account settings and find the inbound message delivery URL. Set it to your On-Chat webhook URL. M3 Tech will POST incoming SMS messages from customers to On-Chat, creating new conversations automatically.

Step 5: Add Agents and Configure Routing

In On-Chat, go to Settings → Inboxes → select your M3 Tech inbox → Collaborators. Add the support agents who will respond to SMS conversations. Enable auto-assignment to distribute conversations among available agents.

Step 6: Test the Integration End to End

Send a test SMS to your M3 Tech virtual number. Confirm the message appears in your On-Chat inbox as a new conversation. Reply from an agent and verify the customer receives the outbound message through M3 Tech.

Best Practices

• Use On-Chat automation to send automatic acknowledgment messages when customers first contact via M3 Tech SMS
• Monitor M3 Tech delivery reports to track outbound message success rates
• Apply On-Chat conversation labels to categorize M3 Tech SMS support issues for analysis
• Review agent response time metrics in On-Chat to identify training opportunities for the SMS support team