"How to Connect ThinQ to On-Chat"

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