# "How to Connect Telesom to On-Chat"

> "On-Chat integrates with Telesom so your team can receive and reply to inbound SMS from Somali customers in a centralized inbox with routing, canned responses, and full conversation history."

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

## Introduction
Telesom is one of Somalia's leading telecommunications providers, offering mobile, SMS, and mobile money services across the region. By integrating Telesom with On-Chat, businesses and organizations serving Somali customers can receive inbound SMS messages in a shared support inbox, manage conversations with routing and automation, and reply via Telesom's network — all from a centralized platform.

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## Prerequisites
- An active Telesom account with SMS API access
- Telesom API credentials (API key, username/password, or token)
- A Telesom shortcode or virtual number enabled for inbound SMS
- On-Chat account with admin access
- Ability to configure inbound message webhooks in Telesom's system

## Step 1: Obtain Your Telesom API Credentials
Contact Telesom or log in to your Telesom business portal to access your API credentials. Obtain your **API key**, authentication token, or username and password, along with the Telesom API base URL. Also note your sender ID or shortcode that customers will use to reach you via SMS.

## Step 2: Provision an Inbound SMS Shortcode or Number
Verify that your Telesom account has a shortcode or number configured for receiving inbound SMS messages. If two-way SMS is not yet enabled on your account, contact Telesom business support to provision the necessary number and enable inbound message routing.

## Step 3: Create an SMS Inbox in On-Chat
In On-Chat, go to **Settings** → **Inboxes** → **New Inbox** and select **SMS**. Choose **Telesom** as the provider. Enter your API credentials, the Telesom API endpoint URL, and your shortcode or virtual number. Save the inbox — On-Chat will generate the inbound webhook URL.

## Step 4: Set Up the Inbound Webhook in Telesom
In your Telesom account or by contacting Telesom support, configure the inbound message delivery URL to the On-Chat webhook URL you generated. Set the HTTP method to POST. Telesom will now forward all incoming customer SMS to On-Chat, automatically creating new support conversations.

## Step 5: Add Agents and Configure Routing
In On-Chat, go to **Settings** → **Inboxes** → select your Telesom inbox → **Collaborators**. Add the agents who will handle Telesom SMS conversations. Enable auto-assignment so On-Chat routes new conversations to available agents automatically, reducing response wait times.

## Step 6: Test the Integration
Send a test SMS to your Telesom shortcode or number. Verify the message arrives in On-Chat as a new conversation. Reply from an On-Chat agent and confirm the customer receives the outbound SMS via Telesom. Review message logs and conversation history for accuracy.

## Best Practices
- Use On-Chat automation to send immediate auto-replies in Somali when customers first message via Telesom
- Assign the Telesom inbox to a team with Somali language and regional expertise for better customer experience
- Label conversations in On-Chat by issue type to generate insights and improve resolution time
- Monitor message delivery in Telesom and conversation SLAs in On-Chat to maintain service quality

## 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.