Sprinklr supports inbound messaging for Infobip SMS accounts through webhook-based event delivery. After adding the SMS account in Sprinklr, inbound message handling is configured in the Infobip console by creating an SMS event subscription and associating it with a notification profile that points to a Sprinklr webhook.

This article explains how to configure inbound SMS message delivery from Infobip to Sprinklr, including creating the required subscription, selecting the supported event type and payload format, configuring the notification profile, and validating the setup to ensure inbound messages are successfully received in Sprinklr.

Prerequisites

Before you begin, ensure that:

• The SMS account has been added successfully in Sprinklr.

• The Infobip account supports inbound SMS messaging.

• You have access to the Infobip console.

• You have the correct Sprinklr environment information (Prod, Prod2, etc.) for webhook configuration.

How Inbound Messaging Works

Inbound SMS support is enabled through a webhook subscription configured in Infobip. When an SMS message is received on the Infobip number:

1. Infobip generates an inbound message event.

2. The event is sent to the configured Sprinklr webhook.

3. Sprinklr receives and processes the inbound SMS.

4. The message becomes available within the platform for further processing and engagement.

Configuring the Inbound Message Subscription

Step 1: Access Subscription Management

1. Log in to the Infobip console.

2. From the left navigation menu, select Developer Tools > Subscription Management.

3. Above the Subscriptions table, click CREATE SUBSCRIPTION.

Step 2: Configure Subscription Details

1. Provide a meaningful name for the subscription.

2. Under Channels, select SMS.

   This ensures the subscription is created specifically for SMS messaging events.

Step 3: Select the Event Type and Payload Format

1. On the Select events screen, select Inbound Messages.

2. From the Format dropdown, select the v2.json option.

v2.json is the supported payload format for inbound SMS event delivery.

Step 4: Review Optional Configuration Fields

The remaining fields on the subscription screen are optional and can be configured based on business requirements.

For standard inbound SMS integrations, no additional configuration is typically required. Proceed to the next step.

Configuring the Notification Profile

The Notification Profile determines where Infobip sends inbound message events.

Step 1: Create a Notification Profile

Create a new Notification Profile.

Provide a descriptive name for the profile.

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Step 2: Configure the Webhook URL

Enter the Sprinklr webhook URL corresponding to the environment where the account is configured.

Examples:

• Production environment → Production webhook URL

• Prod2 environment → Prod2 webhook URL

Step 3: Save the Configuration

Save the Notification Profile.

Once saved, associate the profile with the inbound SMS subscription.

Activating Inbound Message Delivery

After the subscription and notification profile have been configured:

1. Save the subscription.

2. Verify that the subscription status is active.

3. Send a test SMS message to the configured Infobip number.

4. Confirm that the message is received within Sprinklr.

Once the webhook is active, inbound SMS messages will automatically begin flowing into Sprinklr.

Troubleshooting

If inbound messages are not appearing in Sprinklr:

• Verify that the Infobip account supports inbound SMS messaging.

• Confirm that the subscription channel is set to SMS.

• Verify that the event type selected is Inbound Messages.

• Ensure the payload format is configured as v2.json.

• Validate the webhook URL configured in the notification profile.

• Confirm that the notification profile is linked to the active subscription.

• Test inbound message delivery directly from the Infobip number.