"How to Connect Novo to On-Chat"

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.

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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