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Hello, thank you for reaching out!   It sounds like you've set up your webhook(s) and triggers correctly and are receiving delivery reports. With that in mind, I recommend reaching out to Sinch support for additional assistance. This resource will be able to use information specific to your account/solution to provide more individualized help. To expedite the process, ensure that you have the Service Plan ID of the phone number/account used to send the original SMS messages readily available.   I'll also reach out to the corresponding product team for more information. Once we hear back from the team, we'll either update this post or send you a direct message with any relevant information. In the meantime, please let us know if you have any other questions.   Thanks again!   ... View more

Hello, thank you for reaching out!   If the webhook you set up for your Conversation API app isn't behaving as expected, you may need to review the triggers you configured for it. For the two cases you described in your original post, ensure that your webhook is configured for (at least) the following triggers:   MESSAGE_DELIVERY , which will deliver delivery receipts for messages sent by your Conversation API app. MESSAGE_INBOUND , which will deliver inbound messages sent by end users on the underlying Conversation API channels (including the SMS channel). You can assign up to five webhooks to a single Conversation API app, and each of those webhooks may be configured for multiple triggers.   Note: These instructions are for the SMS channel of the Conversation API. If you are using the standalone SMS API, you'll configure your callbacks using a different method.   Additional Troubleshooting   If you are still having issues after reviewing your webhook triggers, ensure that the SMS channel of your Conversation API app is configured correctly. Specifically, you can review the DEFAULT CALLBACK URL associated with the Service API assigned to the SMS channel of your Conversation API app. To review this URL:   Log in to the Sinch Customer Dashboard. Select Conversation API from the left Communication APIs menu and select the Apps option. Click the name of your app. Locate the SMS entry in the Set up channels section. Note the corresponding Service Plan ID. Select SMS from the left Communication APIs menu and select the Service APIs option. Locate the row that corresponds to the Service Plan ID you noted in step 4. Ensure that the DEFAULT CALLBACK URL is configured for use with the Conversation API (that is, ensure it is a Sinch adapter URL). If the criteria described in step 7 is not met, consider either creating a new Service API for use with your Conversation API app or updating the DEFAULT CALLBACK URL of the existing Service API. Consult with your Account Manager to ensure that any configuration updates do not result in a loss of productivity with your solution. Warning: If you wish to update the DEFAULT CALLBACK URL of the existing plan, you must first remove the current URL. This may may interrupt the flow of incoming traffic into your solution. Consult with your Account Manager prior to updating any existing DEFAULT CALLBACK URL fields. If you decide to complete one of the options described in step 8, complete that process. You must then reconfigure the SMS channel of your Conversation API app: Select Conversation API from the left Communication APIs menu and select the Apps option. Click the name of your app. Click the SMS entry in the Set up channels section. Click RESET INTEGRATION and confirm your choice. Click the SMS entry in the Set up channels section again and configure the channel, ensuring that you select the Service Plan ID that is to be used with this Conversation API app. Please let us know if you continue to have any issues, or if you have any other questions. Also, if there is additional information you'd like to provide regarding this issue, feel free to do so by adding a post to this thread or sending me a direct message.   Thank you again for reaching out!   ... View more

Hello, thank you for this update!   The product team got back to me with some information. They recommend reaching out to Sinch support for additional assistance. This resource will be able to use information specific to your account/solution to provide more individualized help. To expedite the process, ensure that you have the Service Plan ID of the corresponding phone number/account readily available.   I will also pass on the information you've provided regarding the usage of the client_reference feature to the product team. If this leads to any new conclusions, I'll be sure to update this post.   Thank you again for your update!   ... View more

Hello, thank you for reaching out.   It sounds like you are using our SMS API. I'll reach out to the corresponding product team for more information. I'll make sure to mention that you haven't changed your current webhook configuration for receiving incoming SMS messages.   Once we hear back from the team, we'll either update this post or send you a direct message with any relevant information. In the meantime, please let us know if you have any other questions.   Thanks again!   ... View more

Hello, thank you for reaching out!   It sounds like you want to determine if your recipients can receive RCS messages. Support for RCS is provided by the RCS channel of the Conversation API. Using the Conversation API, you can conduct a capability query on any contact that is associated with your project and/or app. This capability query will conduct a check against the supplied contact asynchronously and retrieve information on its corresponding channel identities. These results are sent via the CAPABILITY webhook trigger. I'll reach out to the product team to confirm that the capability query works as expected for the RCS channel of the Conversation API.   Note the following:   The contact against which you are conducting the capability query must already be associated with your project. Contacts are automatically created and associated with projects/apps in certain scenarios, including when you first send a message to that contact using a Conversation API call. If you want to conduct the capability query prior to sending any message to the desired recipient, you can manually create the contact in your system using a the Create a Contact Conversation API call. Ensure that you supply their RCS channel identity information in the channel_identities array of the API call. In order for your system to receive the results of the capability check, the corresponding Conversation API app must be subscribed to the CAPABILITY webhook trigger. For information on how to configure webhooks for your Conversation API app, see our article on How to add a webhook to a Conversation API app .   I'll respond to this post with any other relevant information I get from the product team. In the meantime, please let us know if you have any other questions.   Thanks again!   ... View more

Hello again!   The product team has responded. Currently, Excel files are not supported on the WeChat channel of the Conversation API. However, you should be able to open the Excel file from your WeChat console.   Please let us know if you have any other questions. Thank you!   ... View more

Hello, thank you for reaching out!   I've raised your question with the product team. We'll respond to this post once we have more information. In the meantime, please let us know if you have any other questions.   Thank you!   ... View more

Hello again!   The product team got back to me with some information. First, they recommend reaching out to Sinch support for additional assistance. This resource will be able to use information specific to your account/solution to provide more individualized help.   They also recommend ensuring that you are attempting to connect a professional/business Instagram account. This prerequisite is called out in our article on connecting an Instagram account to a Conversation API app.  Based on your original post, it sounds like you've already walked through this process, but you can review the article to see if there are any additional details that may apply to your situation.   If the team uncovers any additional information that is relevant to your issue, I'll be sure to let you know. Thank you again for reaching out, and please let us know if you have any other questions.   Thanks!   ... View more

Hello, thank you for reaching out!   It sounds like you've already found and completed the steps described in our article on troubleshooting your Instagram integration. I will reach out to the corresponding product team and ask for guidance on this issue.   Regarding the existing Facebook Messenger integration:   Is the existing integration configured to connect with the same Facebook Page that is to be used with the Instagram integration? Is your client attempting to configure the Instagram integration on the same Conversation API app as the Facebook Messenger integration, or on a different Conversation API app? We'll follow up (either by responding to this post or via direct message) once we get more information from the product team. In the meantime, please let us know if you have any other questions.   Thank you!   ... View more

Hello, thank you for reaching out!   The Web Chat SDK for Sinch Chat does have several configuration parameters that can be used to customize your solution. I will reach out to the product team to confirm, but the initialScreenConfig parameter may provide customization options that are relevant to your issue.   Once the product team responds, I'll record any additional relevant information in a response to this post or in a direct message, depending on the content. Please let us know if you have any other questions.   Thank you again! ... View more

No problem, happy to help!   Regarding your follow-up question: the MESSAGE_DELIVERY trigger delivers receipts for most messages sent using the Conversation API. This includes messages that belong to paid WhatsApp conversation types, messages that belong to service or free entry point WhatsApp conversation types, and other messages that are sent on any of the supported Conversation API channels.   Additionally, the  message_metadata field will indicate when a message belongs to a service or free entry point conversation. An example of a receipt that corresponds to a message sent during a service conversation can be seen in our documentation on receiving WhatsApp pricing information in delivery receipts.   You may also want to review Meta's rules regarding free entry point conversations, as some of the corresponding time limits appear to be different than other conversation types. Specifically, it looks like free entry point conversations last 72 hours, rather than 24 hours.   Please let me know if you have any other questions. Thank you! ... View more