Sam_Williams
Community Manager
Community Manager
since ‎09-27-2021
‎11-17-2025

User Statistics

  • 122 Posts
  • 11 Solutions
  • 8 Kudos given
  • 37 Kudos received

Re: SNS Callback Url format

by Community Manager in Discussion Forum
‎12-05-2023 11:00 AM
‎12-05-2023 11:00 AM
Hello, thank you for reaching out!   As you noted, our documentation details that the SMS REST API offers callback support using AWS SNS. This feature is available upon request, and you can reach out to your account manager for support. They will be able to help you gain access to this functionality.   In the meantime, I've contacted our SMS team to get more information on this issue. Depending on the response, I'll either update this post directly or send you a direct message with further information.   Thanks again! ... View more

Can I connect my WhatsApp Business account to my Facebook page?

by Community Manager in WhatsApp
‎12-01-2023 02:49 PM
‎12-01-2023 02:49 PM
Yes, Meta allows you to connect your WhatsApp Business account to your business' Facebook Page. After doing so, updates made on that Facebook Page will appear on WhatsApp. Additionally, you will be able to add a WhatsApp button to your Facebook Page that will send end-users directly to your WhatsApp.   For instructions on how connect your WhatsApp Business account to your Facebook page, see their article: Connect your Facebook Page and WhatsApp account. The steps in that article are also summarized below:   Navigate to your business' Facebook Page. Navigate to the the Linked Accounts page under Settings. Click WhatsApp and complete the on-screen instructions to connect your WhatsApp Business account to your Facebook Page. Note: Third-party software is subject to change at any time. Any descriptions of third-party software are included only as an aide, and may not represent the current version of the software or tool. Your WhatsApp Business account is now connected to your Facebook Page. Learn more about the WhatsApp channel of the Sinch Conversation API  ... View more

Re: Why was my SMS message rejected?

by Community Manager in Discussion Forum
‎11-06-2023 10:18 AM
1 Kudo
‎11-06-2023 10:18 AM
1 Kudo
Hello again!   Our SMS team responded. They reiterated that this is a temporary error, and they recommend retrying the send operation several times (if you haven't already). If the issue persists, they recommend that you either reach out to your account manager or contact Sinch Support.   If you encounter any further issues, please feel free to create a new post or add a response to this post.   Thank you! ... View more

Re: Why was my SMS message rejected?

by Community Manager in Discussion Forum
‎10-31-2023 09:56 AM
‎10-31-2023 09:56 AM
Hello, thank you for reaching out!   Our error code documentation aligns with what your message search returned (i.e., that you are encountering a temporary internal error). The action recommended in our documentation is to reach out to your account manager for resolution. You account manager's information can normally be found on the Account Settings page of the Sinch Customer Dashboard (if you are using the legacy version of the Dashboard, the information can normally be found on the Account details page).   Additionally, I've asked our SMS team if there is any additional context we can provide on this issue, or if there are any other steps you can take to resolve it. We'll either respond to this post or send you a direct message once we have more information.   Thank you! ... View more

How is the utility conversation category being expanded on October 30, 2023?

by Community Manager in WhatsApp
‎10-27-2023 11:06 AM
‎10-27-2023 11:06 AM
Utility templates are used to send utility messages. These templates are limited to specific actions and notifications (for example, a message confirming a transaction, or a message reminding you when a payment is due).   Beginning October 30, 2023, the utility category was expanded to include interactions that may have previously required another type of message. From that date forward, you will be able to use utility template messages to: Manage user-requested opt-ins Provide feedback surveys for previous transactions Continue conversations started by users in other channels While the category is being expanded, utility messages must still be associated with a specific interaction. Additionally, utility templates must include information that identifies the interaction to which the message corresponds (for example, an order confirmation must contain an order number).   Note: If a template includes a mix of utility content and marketing content, it will be classified as a marketing template.   For more information on this template type, see the utility templates section of WhatsApp's Guidelines for utility, authentication and marketing templates. ... View more

Re: SMS problem - 337 error

by Community Manager in Discussion Forum
‎10-02-2023 07:45 AM
‎10-02-2023 07:45 AM
Note: This user was contacted via direct message and their issue was resolved. A summary of that resolution is included below for future reference.   There were a couple of contributing factors that led to the issues experienced by this user, but the most relevant issue was that the user's US-based client needed to set up a 10DLC campaign.   10DLC campaigns are required to send SMS messages in the US region. Readers can visit our knowledgebase for 10DLC, which contains articles that will be able to provide more general and contextual information on 10DLC. ... View more

Re: Cannot recieve MMS payload

by Community Manager in Discussion Forum
‎09-26-2023 11:08 AM
‎09-26-2023 11:08 AM
Hello, thank you for reaching out!   Based on your previous post, it looks like you are trying to use the MMS functionality of the SMS API. At this time, only mobile terminated MMS messages are supported on the SMS API (that is, only sending MMS messages is supported by the SMS API at this time). Support for mobile originated MMS messages is currently under development. Please also note that:   MMS support is currently only available in the US region You must contact support in order to enable this functionality If you are experiencing issues with receiving MMS messages using another API (for example, the MMS channel of the Conversation API or Sinch's standalone MMS APIs), or if you have any other questions to ask or context to provide, please feel free to add another reply to this post.   Thank you! ... View more

Re: MMS Functionality for our test account

by Community Manager in Discussion Forum
‎09-26-2023 10:56 AM
‎09-26-2023 10:56 AM
Hello, thank you for reaching out!   It looks like you are trying to use the SMS API to send MMS messages. In order to send MMS messages using the SMS API, the corresponding functionality must be enabled for your account. Please contact Sinch support, who will be able to enable this feature on your account. If you have already done so, or if you run into other issues after the feature is enabled, please feel free to add another reply to this post. Also, note that:   Only mobile terminated MMS messages are supported at this time MMS support is currently only available in the US region   Thank you! ... View more

Re: Cannot Activate Free Test Number (Button Greyed out).

by Community Manager in Discussion Forum
‎09-14-2023 03:58 PM
1 Kudo
‎09-14-2023 03:58 PM
1 Kudo
Note: This user was contacted via direct message and their issue was resolved. A summary of that resolution is included below for future reference.   In this case, the user was attempting to activate a free test number for a second project associated with their account.   Generally, the free test number is only available for a user's first project. If you require a free test number to be assigned to a project other than the initial project associated with your account upon account creation, please reach out to your account manager. ... View more

Re: Cannot Activate Free Test Number (Button Greyed out).

by Community Manager in Discussion Forum
‎09-12-2023 09:46 AM
1 Kudo
‎09-12-2023 09:46 AM
1 Kudo
Hello, thank you for reaching out!   It sounds like you've already followed the steps described in our article on activating a free number. Because the Free Test Number form is not behaving as expected, we have contacted the relevant product team with details about your issue.   Once those details have been reviewed, the team will gather information on how to proceed. This post will then be updated with a response summarizing that information. We will also update any related documentation, if required.   Thank you again for reaching out! ... View more

Re: Change default account e-mail or delete account.

by Community Manager in Discussion Forum
‎09-06-2023 02:24 PM
1 Kudo
‎09-06-2023 02:24 PM
1 Kudo
Hello, thank you for reaching out! On the Sinch Customer Dashboard, each email is associated with a user. Our article, Managing users and user roles on the Sinch Customer Dashboard, explains how to: Remove users from an account Invite new users to an account Edit user roles on an account A summary of how to remove a user (and email) from an account is provided below, though we do recommend reading the full article to determine what action best meets your needs: Log in to the Sinch Customer Dashboard as the user/email address you'd like to keep associated with the account. Note: If the only user/email associated with the account is the one to be removed, you will need to invite the replacement user to the account. Ensure that the replacement user is given a role that has access to the User management page (either Administrator or IT Admin). Visit the User management page of the Sinch Customer Dashboard. Find the user/email to be removed from the account. Click REMOVE. You will be asked to confirm that you want to remove the user, and you will need to enter the verification code that will be sent to your 2FA number to complete the removal process. This will remove the user from the account. If you'd like the user to be removed from Sinch's system entirely, reach out to your account manager for further assistance. Finally, please let us know if you have any questions, or if you'd like to provide more context regarding this request.   Thank you! ... View more

Re: Kundenabicht-Block nicht vorhanden

by Community Manager in Discussion Forum
‎09-01-2023 07:18 AM
1 Kudo
‎09-01-2023 07:18 AM
1 Kudo
Hallo, vielen Dank, dass Du dich an uns gewendet hast!   Um Zugang zu dieser Funktion im Chatbot zu erhalten, wende dich bitte an deine/n Customer Success Manager:in. Er/Sie wird sich um die weitere Schritte kümmern und diese Funktion aktivieren.   Nochmals vielen Dank! ... View more

Re: Sub account?

by Community Manager in Discussion Forum
‎08-31-2023 02:38 PM
1 Kudo
‎08-31-2023 02:38 PM
1 Kudo
Hello, again!   Thank you for your patience. Based on what we heard from the team, it does sound like the Subproject functionality may be able to meet your needs.   Subprojects are not yet available for every user, so please reach out to your account manager for support. They will be able to help you gain access to this functionality.   Thank you again for reaching out! ... View more

Re: Getting Aborted 412 intermittently when sending messages

by Community Manager in Developer Forum
‎08-28-2023 07:12 AM
‎08-28-2023 07:12 AM
Note: This user was contacted via direct message and their issue was resolved. A summary of that resolution is included below for future reference.   During testing, a high volume of messages were sent within a few seconds. These messages had the same body, were sent to the same recipient, and were from the same originator.   The first messages went through, but then loop prevention was activated, and the following messages were rejected. Once these messages were no longer being sent, loop prevention was deactivated. Then, a new test message reached the recipient upon retry.   To avoid loop prevention, try to limit the number of identical messages sent in a short period of time. ... View more

Re: Sub account?

by Community Manager in Discussion Forum
‎08-25-2023 02:30 PM
‎08-25-2023 02:30 PM
Hello, thank you for reaching out!   Based on your use-case, it looks like you may benefit from Subproject functionality, which does have an API. I've reached out to the Subproject team for more information.   We will follow up once that information is collected. This post will then be updated with a response summarizing any relevant details.   Thank you again for reaching out! ... View more

User Activity

Can I customize opt-in and opt-out keywords for use with consent management?

11-17-2025
Yes, you can add custom keywords to the existing opt-in and opt-out keyword list used by the consent management functionality. Both auto-replies and trigger keywords have defaults for the English, Spanish, and Portuguese languages. The defaults are d...

Are there any fees associated with the Conversation consent management functionality?

11-17-2025
When using consent management, there are no extra charges for any mobile originated (MO) messages processed. All auto-response messages are charged as normal mobile terminated (MT) messages. For information on Conversation API's consents endpoint, se...

How do I activate consent management functionality for my Conversation API app?

11-17-2025
Conversation API's consent management functionality allows you to automatically manage opt-in and opt-out mobile originated (MO) messages.To activate consent management: Log in to the Sinch Build Dashboard. Navigate to the Apps tab under Conversation...

Can I automatically manage opt-ins for Conversation API?

11-17-2025
Ensuring that you keep track of which customers opt-in and opt-out of different messaging campaigns is essential. Additionally, several of Conversation API's channels require you to obtain recipient opt-in prior to sending certain messages. The conse...

Can I automatically manage opt-outs for Conversation API?

11-17-2025
Ensuring that you keep track of which customers opt-in and opt-out of different messaging campaigns is essential. The consent management functionality of Conversation API allows you to manage the registration of opt-out messages sent by your end-user...
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