"How to Connect Mblox to On-Chat"

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