# "How to Connect Plivo to On-Chat"

> "On-Chat integrates with Plivo so your support team can receive and reply to inbound SMS messages in a centralized inbox with agent routing, canned responses, and full conversation history."

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

## Introduction
Plivo is a cloud communications platform offering SMS and voice APIs used by businesses worldwide to build messaging workflows at scale. By integrating Plivo with On-Chat, support teams can receive inbound customer SMS messages directly into a shared inbox, manage conversations with routing and automation, and reply via Plivo's global SMS network — all from one unified platform.

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## Prerequisites
- An active Plivo account with SMS capabilities
- Plivo Auth ID and Auth Token from the Plivo console
- A Plivo phone number enabled for inbound SMS
- On-Chat account with admin access
- Ability to configure the message URL (webhook) in Plivo

## Step 1: Retrieve Your Plivo API Credentials
Log in to the Plivo console at console.plivo.com. On the Overview page, copy your **Auth ID** and **Auth Token**. These credentials authenticate On-Chat's requests to send outbound SMS through Plivo.

## Step 2: Identify Your Plivo Phone Number
In the Plivo console, go to **Phone Numbers** → **Your Numbers** and select the number you want to use for SMS support. Note the full E.164 formatted number (e.g., +12025551234). This number will receive customer messages routed into On-Chat.

## Step 3: Create an SMS Inbox in On-Chat
In On-Chat, navigate to **Settings** → **Inboxes** → **New Inbox** and select **SMS**. Choose **Plivo** as the provider. Enter your Auth ID, Auth Token, and phone number. Save the inbox — On-Chat will generate a webhook URL for receiving inbound messages.

## Step 4: Configure the Inbound Webhook in Plivo
In the Plivo console, go to your phone number settings and set the **Message URL** to the On-Chat webhook URL you generated. Set the method to HTTP POST. Save the configuration. Plivo will now forward all incoming SMS messages to On-Chat.

## Step 5: Add Agents and Set Up Routing
In On-Chat, go to **Settings** → **Inboxes** → select your Plivo inbox → **Collaborators**. Add agents to handle SMS conversations. Enable round-robin or load-balanced auto-assignment so incoming messages are distributed to available agents automatically.

## Step 6: Test the Integration End-to-End
Send a test SMS to your Plivo number. Verify the message appears as a new conversation in On-Chat. Reply from an agent and confirm the customer receives the reply. Check Plivo's message logs to verify delivery status and On-Chat's conversation timeline for the full thread.

## Best Practices
- Use On-Chat automation rules to route Plivo SMS conversations to specific teams based on keywords or time of day
- Enable canned responses in On-Chat to help agents reply faster to common SMS inquiries
- Monitor Plivo delivery receipts to identify numbers with delivery failures
- Set up On-Chat business-hours automation to send away messages when agents are offline

## 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.