Sinch Mobile Messaging
Integrate WhatsApp and RCS mobile messaging channels using Sinch's cross-channel solution to send and receive messages and engage in two-way conversations.
Set up the integration
To set up your Sinch Mobile Messaging provider integration:
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Go to Data & Assets > Integrations > Add new integration.
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Search for "Sinch Mobile Messaging" and click Add integration.
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The integration settings page appears. Populate the fields shown using the account details your CSM or CS team provided.
- Project ID: The unique ID associated with your Sinch account.
- App ID: Represents the ID of the application that initiates the message.
- Access Key: Your unique Sinch Access Key ID. You can find it on the Sinch Access Keys page.
- Access Secret: Your unique Sinch Access Key Secret. It is only displayed once when you create a new key.
- Endpoint region: Choose your region based on your domain location and data protection requirements. Options are EU and US.
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Click Save integration button to complete your integration.
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Copy the callback URL in the Two-Way mobile messaging field. This URL must be set up in your Sinch account to receive incoming messages.
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Provide the callback URL to your CSM. They will help set this up on the Sinch side.
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Start using mobile messaging integration and configure any project settings.
Configure default providers
If you have multiple mobile messaging integrations, you can set a default provider for RCS and WhatsApp. This is required to enable two-way messaging.
Your user role must have admin rights to set default provider integrations.
RCS
Set the default provider by going to Project Settings > Channels > SMS / MMS / RCS > RCS provider integration. This default provider will be preselected in any new RCS nodes you create.
WhatsApp
Set the default WhatsApp provider by going to Project Settings > Channels > Mobile messaging > WhatsApp messaging integration. This default provider will be preselected in any new WhatsApp nodes you create.
Event tracking and reports
By default, event tracking for mobile messaging is mapped to the campaign event with the action_type specifying the channel (whatsapp or rcs).
You can optionally map events to a different event name in Project settings > Campaigns > Mapping > Campaign events.
Mobile message event properties
| Event property | Value | Description |
|---|---|---|
| message_type | "campaign" | n/a |
| action_type | "whatsapp" or "rcs" | n/a |
| campaign_id | for example: "123546" | Generated campaign_id for the mobile message |
| recipient | for example: "004211111111111" | Phone number of destination recipient |
| sender | for example: "123456" | Sender ID or number used to send the mobile message |
| sent_timestamp | for example: "1723484965.922874" | Timestamp of when the mobile message was sent |
| status | for example: "delivered" | Message delivery statuses reported in real-time |
| error | for example: "RECIPIENT_NOT_REACHABLE" | Error explanations in cases of messages with statuses of rejected or failed. |
Refer to Two-way messaging and keywords auto responses - Event tracking for more details on event tracking for two-way messaging.
Delivery and read reports
For each mobile message you send, the integration provides real-time Delivery reports and Read/seen reports. These reports help you track when messages are sent, delivered, and seen, offering clarity on message delivery and customer reactions for campaign evaluation.
- Delivery reports: In case of a failure, you will receive a delivery failure status event immediately and an error explanation indicating the reason behind it.
- Read/seen reports: In case the message was delivered successfully, this report will additionally inform you whether the recipient has seen the message. To receive read reports, you must enable receiving read receipts in your WhatsApp > Settings > Privacy section. When disabled, both personal and business accounts have read indicators disabled.
In cases of messages returning rejected or failed statuses, the integration provides error explanations in the error property of the campaign event. For more information on error explanations, see the list of Sinch Error Codes.
Message statuses
Mobile message statuses are as follows:
| Status value | Description |
|---|---|
| enqueued | Enqueued the message to the service provider |
| enqueued_failed | Could not enqueue the message to the service provider |
| delivered | The message was successfully delivered to the customer's device |
| sent | The message was submitted to the service provider for delivery |
| failed | The message was not delivered, typically due to a failure or temporary problem |
| rejected | The service provider rejected message delivery |
| incoming_message | Inbound message or reply from a campaign recipient (requires two-way messaging to be enabled) |
| read | The customer read or saw the message |
Terms and conditions
If Bloomreach provides Sinch services to the customer, the customer hereby agrees to accept and comply with the following terms and conditions relating to the use of services:
Updated about 1 month ago