# "How to Connect Mblox to On-Chat"

> "On-Chat integrates with Mblox so your team can receive and respond to inbound customer SMS messages in one centralized inbox with routing, automation, and conversation management."

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

## Introduction
Mblox (now part of Sinch) is a global SMS and mobile messaging platform that provides enterprise-grade SMS delivery for two-way customer communications. By integrating Mblox with On-Chat, your support team can centralize all inbound customer SMS conversations in a shared inbox, with agent routing, automation, and collaborative tools to handle high volumes of SMS support efficiently.

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## Prerequisites
- An active Mblox (Sinch) account with API access
- Mblox API key (service plan ID and API token)
- A virtual number provisioned in Mblox for inbound SMS
- On-Chat account with admin access
- Access to configure inbound message callbacks in the Mblox/Sinch dashboard

## Step 1: Retrieve Your Mblox API Credentials
Log in to your Mblox or Sinch dashboard. Navigate to **API credentials** and copy your **Service Plan ID** and **API Token**. Also note your **virtual phone number** provisioned for SMS. These credentials are required to authenticate On-Chat's outbound message requests.

## Step 2: Provision an Inbound SMS Number
In the Mblox dashboard, confirm you have a virtual number configured for two-way SMS. If not, provision a new number and ensure inbound SMS is enabled on that number.

## Step 3: Create an SMS Inbox in On-Chat
In On-Chat, go to **Settings** → **Inboxes** → **New Inbox** and select **SMS**. Choose **Mblox** as the SMS provider. Enter your Service Plan ID, API token, and virtual phone number. Save to generate the On-Chat inbound webhook URL.

## Step 4: Configure the Inbound Callback in Mblox
In the Mblox dashboard, navigate to your number or service plan settings and find the inbound message callback URL. Set it to the On-Chat webhook endpoint you generated. Mblox will POST all incoming customer SMS to On-Chat as new conversations.

## Step 5: Add Agents and Configure Routing
In On-Chat, go to **Settings** → **Inboxes** → select your Mblox inbox → **Collaborators**. Add the support agents who will handle SMS conversations. Enable auto-assignment to distribute new conversations based on availability.

## Step 6: Test the Integration
Send a test SMS to your Mblox virtual number. Verify the message appears in your On-Chat inbox. Reply from an agent and confirm the customer receives the reply via Mblox. Check delivery receipts in the Mblox dashboard.

## Best Practices
- Use On-Chat automation to send immediate acknowledgment messages when customers first contact via SMS
- Monitor Mblox delivery receipts to track outbound message success rates globally
- Apply On-Chat conversation labels to categorize SMS support issues by type
- Review On-Chat conversation volume metrics to plan SMS support staffing

## 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.