"getting-started"
"How to Connect Telesom to On-Chat"
"Connect Telesom SMS to On-Chat and manage two-way customer SMS conversations in a shared inbox with automation and agent routing for Somalia and the Horn of Afr"
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