# "How to Connect ThinQ to On-Chat"

> "On-Chat integrates with ThinQ 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-thinq-to-on-chat/
Last updated: 2026-11-14

## Introduction
ThinQ is a US-based cloud communications provider offering SMS, voice, and SIP trunking services for businesses. By integrating ThinQ with On-Chat, support teams can receive and respond to inbound customer SMS messages in a shared inbox, with agent routing, automation, and conversation management — enabling efficient, two-way SMS support at scale.

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## Prerequisites
- An active ThinQ account with SMS API access
- ThinQ API username and password or API token
- A ThinQ phone number enabled for inbound and outbound SMS
- On-Chat account with admin access
- Ability to configure SMS message delivery webhooks in ThinQ

## Step 1: Retrieve Your ThinQ API Credentials
Log in to the ThinQ portal at thinq.com. Navigate to **Account** → **API Credentials** and copy your **API username** and **API password** (or token). Note your ThinQ account ID. These credentials allow On-Chat to authenticate and send outbound SMS replies through ThinQ.

## Step 2: Identify Your ThinQ SMS Phone Number
In the ThinQ portal, go to **DID Management** → **My DIDs** and identify the phone number you want to use for SMS customer support. Confirm the number has SMS messaging enabled. Note the full E.164 formatted number (e.g., +12025551234).

## Step 3: Create an SMS Inbox in On-Chat
In On-Chat, go to **Settings** → **Inboxes** → **New Inbox** and select **SMS**. Choose **ThinQ** as the SMS provider. Enter your ThinQ API username, password, account ID, and phone number. Save the inbox — On-Chat will generate the webhook URL for receiving inbound messages.

## Step 4: Configure the SMS Webhook in ThinQ
In the ThinQ portal, navigate to your phone number's configuration settings and set the **SMS Callback URL** to the On-Chat webhook URL you generated. Set the method to HTTP POST. ThinQ will now forward all incoming SMS messages from customers to On-Chat, automatically creating new conversations.

## Step 5: Assign Agents and Configure Routing
In On-Chat, go to **Settings** → **Inboxes** → select your ThinQ inbox → **Collaborators**. Add agents who will manage SMS conversations. Enable auto-assignment so On-Chat routes incoming conversations to available agents based on workload or round-robin distribution.

## Step 6: Test the Integration
Send a test SMS to your ThinQ phone number. Verify the message appears in On-Chat as a new conversation. Reply from an agent and confirm the customer receives the outbound message via ThinQ. Review ThinQ's CDR (call detail records) and On-Chat's conversation logs to verify end-to-end delivery.

## Best Practices
- Use On-Chat automation to send immediate auto-replies confirming that your team has received the customer's SMS via ThinQ
- Leverage ThinQ's CDR reporting to monitor SMS delivery success and troubleshoot failed messages
- Apply On-Chat conversation labels to categorize support issues by product, region, or priority level
- Configure On-Chat business hours to send away messages automatically outside of support 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.