> For the complete documentation index, see [llms.txt](https://help.smartico.ai/welcome/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.smartico.ai/welcome/technical-guides/communication-gateways/instant-messages-gateway-guide.md).

# Instant Messages Gateway guide

Smartico is communicating with IM providers to deliver offline communication to the end users. You can choose which IM providers to use and configure it in Smartico BO. The IM gateways can be configured from the Label tab -> Gateways section -> Instant Messages. If the provider is not on the list you can request it by contacting your Customer Success Manager.

This guide will cover SMS, RCS, Viber, WhatsApp, and Custom IM communication gateways. For a guide on how to setup a Telegram bot & gateway, please refer to this page:

{% embed url="<https://help.smartico.ai/welcome/products/crm-automation/activities-of-flows/activity-telegram-bot>" %}

#### How to create an IM gateway in Smartico BO: <a href="#how-to-create-an-im-gateway-in-smartico-bo" id="how-to-create-an-im-gateway-in-smartico-bo"></a>

1. Go to the Label tab -> Gateways -> Instant messages
2. Click on the ‘Create’ button
3. Select the desired IM provider
4. Click Next

<figure><img src="https://77049817-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfS5hl0PiysHtKAKMsQTe%2Fuploads%2Fgit-blob-75d0e6c8d2d5a2f4f6a01fa06569b8703485b8f8%2Fimage.png?alt=media" alt=""><figcaption><p>BO: Add/Select a provider for chosen IM</p></figcaption></figure>

#### **Creation Wizard**

**The Conditions screen** (1st page) - is used to consistently configure the following:

1. **Name** - name of the gateway
2. **Brand** - you can set the gateway to apply to a specific brand or to any brand. When campaigns use "Automatic selection", the system prioritizes brand-specific gateways over generic ones. If multiple gateways exist for the same brand, the gateway selection rules evaluate the additional filtering properties and default gateway settings.
3. **Additional filtering parameters** - you can set up to two properties to further route traffic through this gateway (e.g. country, market). For example, if a user’s registration country is X, the gateway will apply; otherwise, a different one may be used. To configure these filters, please contact your Customer Success Manager.
4. **Set as default gateway** - enables this gateway as the default fallback for the label when automatic gateway selection cannot match a brand-specific or property-filtered gateway. Only one default gateway per type can be active at a time.

<figure><img src="https://77049817-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfS5hl0PiysHtKAKMsQTe%2Fuploads%2Fgit-blob-b6f8b0dc86b97f769b328ae3096af0f63d81170a%2Fimage.png?alt=media" alt=""><figcaption><p>BO: Setup of the Conditions screen (1st page)</p></figcaption></figure>

### Gateway Selection Properties

The additional filtering property dropdowns appear on the Conditions screen only when your label has configured the messaging routing settings under **Label Settings → Messaging**. These map to user profile properties (such as Country or Language) with predefined options or true/false values, allowing automatic traffic routing without manual gateway selection.

**The Authentication & Configuration screen** (2nd page) - depends on the provider as different providers require different credentials and endpoints, but the principles apply across SMS, WhatsApp, Viber, RCS, and Custom IM. It contains the provider endpoint **URL** that Smartico calls, authentication **credentials** (such as API key, authorization token, username, or secret), a **callback URL** (for providers supporting delivery status webhooks) to receive delivery reports, and optional **additional parameters** (such as IP pool, signature, or custom headers).

<figure><img src="https://77049817-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfS5hl0PiysHtKAKMsQTe%2Fuploads%2Fgit-blob-4c92ac5e92f53201e36905aa56434f7ee5d359c7%2Fimage.png?alt=media" alt=""><figcaption><p>BO: Setup of the Authentication &#x26; Configuration screen (2nd page)</p></figcaption></figure>

For provider-specific parameter details across supported commercial SMS providers (such as Infobip, Twilio, Wavix, or Karix), see the [Supported SMS Gateways](https://help.smartico.ai/welcome/technical-guides/communication-gateways/supported-sms-gateways) guide.

**The "From" config screen** (3rd page) - applies to SMS, RCS, WhatsApp and Viber only. It allows operators to define the “From” field - i.e., the sender name shown to users. This is a string representing the person or organization sending the message.

Custom IM does not use this tab, as the concept of “From” is not applicable.

### Modifying Sender IDs and Campaign Migration

When editing "From" sender names on an existing gateway, Smartico checks if existing campaigns and automation journeys use those sender IDs. If sender options are modified or reduced, an additional **'From' changes** screen appears in the wizard to confirm and auto-migrate affected campaign steps to valid remaining sender IDs.

<figure><img src="https://77049817-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfS5hl0PiysHtKAKMsQTe%2Fuploads%2Fgit-blob-5d3c99abe5a04a21bbd55c96915ea9703d0e2db2%2Fimage.png?alt=media" alt=""><figcaption><p>BO: Setup of the "From" config screen (3rd page)</p></figcaption></figure>

### Frequently Asked Questions

**Q: Where do I find the Callback URL and how do I configure it in my provider account?**

A: When you select a provider that supports delivery receipts, Smartico generates a unique Callback URL on the Authentication & Configuration screen. Copy this URL and paste it into your SMS/IM provider's webhook or DLR settings so delivery reports (such as Delivered or Failed) update automatically in Smartico.

**Q: How does "Automatic selection" choose an IM gateway in campaigns?**

A: When a campaign step uses "Automatic selection", Smartico first filters by the recipient user's Brand. If multiple gateways exist for the brand, it evaluates matching rules configured on the gateway (such as user Country or Language). If no property-specific gateway matches, traffic falls back to the gateway marked as "Set as default gateway".

**Q: How does Custom IM differ from standard SMS/WhatsApp gateways?**

A: Custom IM is designed for proprietary channels (such as internal notification centers or custom in-app popups). Instead of sending fixed text through a telecom carrier, Smartico dispatches a structured JSON payload with custom template fields to the operator's endpoint.

**Q: Can I configure multiple "From" sender names on a single gateway?**

A: Yes. On the "From" config screen, you can add multiple sender IDs (alphanumeric or numeric). In campaign and journey steps, marketing managers can pick which sender ID to use from the configured list.


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