# "How to Connect Zenvia SMS to On-Chat"

> "On-Chat integrates with Zenvia SMS so your team can receive and reply to inbound SMS messages from Brazilian customers in a centralized inbox with agent routing, canned responses, and conversation tracking."

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

## Introduction
Zenvia is a leading Brazilian customer communications platform offering SMS, WhatsApp, voice, and email channels for businesses across Latin America. By integrating Zenvia SMS with On-Chat, support teams can receive and respond to inbound customer SMS in a shared inbox, with agent routing, automation, and full conversation history — enabling organized, responsive SMS support for Brazilian and LATAM customers.

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## Prerequisites
- An active Zenvia account with SMS API access
- Zenvia API token or credentials from the Zenvia platform
- A Zenvia phone number or shortcode enabled for two-way SMS
- On-Chat account with admin access
- Ability to configure inbound message webhooks in Zenvia

## Step 1: Retrieve Your Zenvia API Credentials
Log in to the Zenvia platform. Navigate to **Developer** → **API Tokens** and copy your **API token**. This token authenticates On-Chat's requests to Zenvia for sending outbound SMS. Also note your Zenvia account ID and the API endpoint URL.

## Step 2: Identify Your Zenvia SMS Number
In the Zenvia platform, go to **Numbers** or **Channels** → **SMS** and confirm the phone number or shortcode you want to use for inbound customer support. Ensure the number is enabled for two-way messaging so On-Chat can receive customer replies.

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

## Step 4: Configure the Inbound Webhook in Zenvia
In the Zenvia platform, navigate to your SMS channel or number settings and configure the **inbound message callback URL** to the On-Chat webhook URL you generated. Set the HTTP method to POST. Zenvia will now forward all incoming customer SMS to On-Chat as new conversations.

## Step 5: Add Agents and Configure Routing
In On-Chat, go to **Settings** → **Inboxes** → select your Zenvia inbox → **Collaborators**. Add agents to handle Zenvia SMS conversations. Enable auto-assignment to route new conversations to available agents based on round-robin or load-balanced distribution.

## Step 6: Test the Integration
Send a test SMS to your Zenvia number or shortcode. Confirm the message appears in On-Chat as a new conversation. Reply from an agent and verify the customer receives the outbound SMS via Zenvia. Check Zenvia's message reports and On-Chat's conversation logs to validate end-to-end delivery.

## Best Practices
- Use On-Chat automation to send immediate auto-replies in Portuguese when customers first contact via Zenvia SMS
- Monitor Zenvia's delivery reports to track outbound SMS success rates and identify failed messages
- Apply On-Chat conversation labels to categorize customer issues by product or service type
- Assign the Zenvia inbox to agents with Portuguese language skills and familiarity with Brazilian customer expectations

## 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.