# "How to Connect Novo to On-Chat"

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

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

## Introduction
Novo is an SMS messaging channel integration supported by On-Chat that enables businesses to send and receive SMS messages with customers. By connecting Novo to On-Chat, your support team gains access to a shared inbox where all inbound SMS conversations from Novo-managed numbers are centralized, with automation, canned responses, and agent routing to ensure fast and consistent customer support.

**SEO Keywords:** Novo On-Chat integration, Novo SMS helpdesk, Novo SMS customer support, Novo SMS inbox On-Chat, two-way SMS support Novo, On-Chat SMS channel Novo

## Prerequisites
- An active Novo SMS account with API access
- Novo API credentials (API key or authentication token)
- A virtual number provisioned in Novo for two-way SMS
- On-Chat account with admin access
- Ability to configure inbound message webhooks in the Novo platform

## Step 1: Retrieve Your Novo API Credentials
Log in to your Novo account dashboard and navigate to the API or integration settings. Copy your **API key** or authentication token and note the API base URL. These credentials allow On-Chat to send outbound SMS replies through the Novo platform.

## Step 2: Provision a Two-Way SMS Number
In Novo, confirm that you have a virtual phone number configured for receiving inbound SMS. This is the number your customers will send messages to. If you do not have one, contact Novo support to provision a dedicated number.

## Step 3: Create an SMS Inbox in On-Chat
In On-Chat, go to **Settings** → **Inboxes** → **New Inbox** and select **SMS**. Choose **Novo** 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 Novo
In the Novo platform, navigate to your number or account settings and find the inbound message delivery URL. Set it to the On-Chat webhook endpoint you generated. Novo will POST all incoming customer SMS messages to On-Chat, creating new conversations automatically.

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

## Step 6: Test the Integration
Send a test SMS to your Novo 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 Novo.

## Best Practices
- Use On-Chat automation to send immediate acknowledgments when customers first send an SMS via Novo
- Apply On-Chat conversation labels to categorize support issues by topic or product
- Review Novo delivery reports alongside On-Chat conversation metrics for end-to-end visibility
- Set up Out of Office automations in On-Chat to manage customer expectations outside business hours

## 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.