"getting-started"
"How to Connect Zenvia SMS to On-Chat"
"Connect Zenvia SMS to On-Chat and manage two-way customer SMS conversations in a shared inbox with automation, routing, and conversation management for Brazil a"
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