Connectivity Platform
  • Connectivity Platform Documentation
  • WhatsApp Business Account
    • Can I have multiple WhatsApp Managers in my dashboard?
    • Can my WhatsApp Business subscription be billed monthly?
    • Getting an Official Business Account ("Green Tick") for WhatsApp
    • How do I change my WhatsApp Business display name
    • How to cancel your WhatsApp Business API subscription
    • How to check my quality rating and messaging limits?
    • How to remove 2FA on my WhatsApp channel?
    • Managing your WhatsApp Business account information
    • Migrating WhatsApp Business from another provider (BSP)
    • Migrating to another provider (BSP)
    • My WhatsApp Business Account has been disabled, what can I do?
    • WhatsApp Account FAQ's
    • WhatsApp Billing & Pricing
    • WhatsApp Business App vs API
  • Account
    • Accounts, Workspaces, Users, & Subaccounts
    • Activation code
    • Add & switch between Workspaces
    • Changing ownership of your Workspace
    • Delete an Account and Workspace
    • How to add, edit & delete users
    • I don't remember the email address attached to my Account
    • I’ve lost my password
    • Make someone else in charge of the Account
    • My activation code has not come through
    • Transfer credit to another Account
    • Update personal details on my account
    • Why does MessageBird need my mobile phone number?
  • Add the Omnichannel widget to your online store
    • Adding the MessageBird Omnichannel Widget to a Shopify store
    • Adding the MessageBird Omnichannel Widget to a Squarespace store
    • Adding the MessageBird Omnichannel Widget to a Wix store
    • Adding the MessageBird Omnichannel Widget to a WordPress site or WooCommerce store
  • Admin resources
    • Manager Portal
  • Advanced functionalities
    • Create and use custom functions in Flow Builder
    • Create and use your own custom Flow Builder steps
    • Create your own date formatting function in Flow Builder
    • How to set up Google Places on WhatsApp and Telegram
    • Integrate GCP Cloud Functions and omni-channel automation with FlowBuilder
    • Integrate MongoDB and Omni-Channel automation with FlowBuilder
    • Integrate granular conversational reporting in FlowBuilder with Microsoft Power BI
    • Making an API request and formatting the results in a Flow Function
    • Using Databases
  • Advanced inbox automations and routing
    • Routing setup flow
    • Sentiment Routing
  • Advanced settings
    • Data retention settings
  • Agent resources
    • Contact merging in Inbox
    • Setting your agent status
  • Application security
    • Does MessageBird conduct code scans?
    • Does MessageBird conduct penetration testing on application?
    • How does MessageBird manage SDLC?
  • Basics
    • FlowBuilder Overview Page
    • FlowBuilder Steps Glossary
    • Getting Started with Flow Builder
    • Triggers, Numbers, Templates, & Steps
    • What is Flow Builder?
  • build-and-manage-a-flow
    • Autosave Feature and Version History
    • Get insights about conversation movement with the Flow Heatmap
    • Manage Data Retention of your Flow
    • Steps Grouping
  • business-continuity-and-disaster-recovery
    • Does MessageBird have BCP?
  • contacts
    • Add existing contacts to groups
    • Create a Group
    • Export contacts
    • Formatting your contact numbers
    • How many contacts can I store?
    • How to forward an invoice to a different email address?
    • Managing group subscribers
    • Remove Contacts
  • conversations-chat-api
    • I'm not able to send a message to a certain User ID via the API
    • No messages in Conversation channel
    • Unable to Install Channel
  • country-restrictions-and-regulations
    • Sender ID Availability and Restrictions per Country
    • Australia
    • Canada
    • China
    • France
    • Germany
    • India
    • Japan
    • Malaysia
    • New Zealand
    • Nigeria
    • Norway
    • Romania
    • Russia
    • Singapore
    • South Africa
    • Turkey
    • United Arab Emirates
    • United Kingdom
    • United States
    • United States 10DLC FAQ
  • customizing-the-omnichannel-widget
    • Can I hide the MessageBird privacy consent message in Live Chat on the Omnichannel Widget?
    • Can I hide the “Powered by MessageBird” branding on the Omnichannel Widget?
    • Can I upload a custom logo as my Omnichannel Widget icon?
    • How can I show or hide my agent profiles in Live Chat and the Omnichannel Widget?
    • How can I update the language of my Omnichannel Widget?
    • How to customize the Omnichannel Widget
    • Update my Live Chat company name and avatar
    • What is the default MessageBird privacy consent message in Live Chat?
  • data-governance-and-security
    • Are the responsibilities regarding data stewardship defined, assigned, documented, and communicated?
    • Does MessageBird encrypt the data?
    • How is access to customer data managed in MessageBird?
    • Is production data used for testing?
    • Bird Security Overview
    • What is MessageBird’s data retention strategy?
    • Where is data stored and processed?
  • data-protection
    • Can MessageBird services be used by customers operating in heavily regulated sectors (such as health
    • Did MessageBird appoint a Data Protection Officer (DPO)?
    • Does MessageBird collect sensitive data?
    • Does MessageBird have a Data Processing Agreement (DPA)?
    • Does MessageBird notify its customers in the event of data breaches?
    • Does MessageBird require a transfer mechanism to process EU citizens' data?
    • Does MessageBird share customer data with, or enable direct access by, any third-party?
    • Does MessageBird support data subjects requests?
    • How long does MessageBird retain personal data?
    • Is MessageBird Data controller or processor?
    • What are the legal grounds for the processing of personal data?
    • What does MessageBird provide as a service?
    • What kind of data does MessageBird collect?
    • What mitigating measures has MessageBird taken in relation to the invalidated Privacy Shield?
  • developer-faqs
    • How do I send text-to-speech messages via the API?
    • What is the difference between a live key and a test key?
  • email-platform-formerly-sparkpost
    • Add more IP addresses to your account
    • Billing frequencies and overages
    • Cancel your MessageBird Email (SparkPost) account
    • Choose the best email-sending package
    • Limits of free email sending accounts
    • Pay your MessageBird Email (SparkPost) invoice
    • Sending less than the monthly email sending limit Volume
    • Sending more than the monthly email sending limit
    • Volume limits on plan overages
  • email-to-sms
    • I am having trouble setting up Email to SMS
    • My Email to SMS did not deliver
    • Receiving Email to SMS
    • Sending Email to SMS to a group does not work
    • Sending Email to SMS
    • Setting up Email to SMS
  • faq
    • Benefits of Programmable Conversations
    • Can I create my own mix of communication channels and add other channels?
    • Can we integrate Conversations into our CRM software?
    • Do I need to purchase a number to publish SMS, Voice, and Webhook flows?
    • Does the Conversations API give automatic access to Whatsapp for Business?
    • Global coverage
    • How does the ‘Repeat’ attribute work?
    • How many flows can I make per number?
    • Is audio, video, chat, image and location sharing possible with Conversations?
    • Supported Languages by MessageBird Natural Language Processing
    • What are Available Variables?
    • What is Programmable Conversations?
    • What is a Continued Action?
    • What is an IVR menu?
    • Which communication channels are supported?
    • Why can’t I use Voice services due to my account currency?
  • faqs
    • Can my customers use the Omnichannel Widget on mobile?
    • What is domain whitelisting in the Omnichannel Widget?
    • Why can’t I see the Omnichannel Widget on my website?
  • flow-triggers
    • Learn how triggers work in Flow Builder
    • Setting up a flow triggered by a webhook in Flow Builder [video]
    • Triggering a flow from an incoming omnichannel message in Flow Builder [video]
    • Triggering a flow with an incoming voice call in Flow Builder [video]
  • get-started-with-the-omnichannel-widget
    • Display, hide or remove the Omnichannel Widget
    • How to create and manage multiple Omnichannel Widgets
    • How to install channels on the Omnichannel Widget
    • Inbox Agent statuses in Live Chat
    • Omnichannel Widget onboarding guide for Inbox
    • Preview my Omnichannel Widget before installing and enabling
    • Sending Emojis in Live Chat
  • getting-started
    • Abandoned Cart Recovery onboarding guide
    • Abandoned checkout best practices
    • Best Practices for SMS
    • Best Practices for WhatsApp Business
    • Best practices for your Knowledge Base datasets
    • Choosing an originator
    • Creating access keys
    • Currencies
    • Deleting your account
    • Email performance reporting with the Verify API
    • Getting Started with SMS FAQ's
    • Getting Started with WhatsApp FAQ's
    • Getting Whatsapp Opt-ins from Customers
    • Getting approval to send to restricted countries
    • Getting started with SMS
    • Google Business Messages FAQs
    • How can I get my namespace ID?
    • How do I start using WhatsApp Business?
    • How long can my WhatsApp channel remain unverified?
    • How to create a Google My Business account
    • How to get a number for the Verify API
    • How to see successful authentication metrics via the Verify logs
    • Requirements
    • How to set up Email as a channel for the Verify API
    • How to set up Entity Recognition in Flow Builder
    • How to set up Fill Form in Flow Builder
    • How to set up Google Business Messages as a channel
    • How to set up a balance warning + auto order
    • How to set up the Recognize Intent step
    • IVR
    • Length of an SMS
    • Mandatory 2FA Authentication for new and existing users
    • Message Templates guidelines
    • Number types
    • Picking a number for WhatsApp Business
    • Placing & receiving calls
    • Porting Numbers
    • Receiving Delivery Reports (DLRs)
    • Requesting Access for Restricted Countries
    • Restrictions for SMS Numbers
    • Setting up notification contacts
    • Start testing with the MessageBird WhatsApp Sandbox
    • Third party applications
    • Topping up balance
    • Using Entities in Flowbuilder to recognize timezones
    • Verified Caller IDs
    • Verifying your Facebook Business Account
    • Voice Number Restrictions
    • What does it mean to be a Verified WhatsApp Service Provider?
    • What features are supported by WhatsApp for Business?
    • What is Messagebird’s Abandoned Cart Recovery Solution?
    • WhatsApp Business Step-by-Step Onboarding
    • WhatsApp Channel Activation FAQ's
    • WhatsApp Channel Activation
    • WhatsApp phone number: From mobile app to API
    • WhatsApp: Why and how to get your customers to Opt-In?
    • When will customers receive the Abandoned Cart Recovery message?
    • Where do I find my Facebook Business ID?
    • Why do I need a service provider like MessageBird for WhatsApp Business solution?
    • Will verifying my Facebook Business Account get me an Official Business Account?
    • Working with WhatsApp Message Templates
  • hlrlookup
    • HLR Request failed or is incomplete
    • No Information in HLR response
    • The difference between Lookup and HLR
    • North-America toll free verification
    • Varying or Incorrect HLR Information
    • What are the different HLR statuses and their meanings?
  • how-to-guides
    • Create an omnichannel FAQ BOT with Flow Builder
    • Dealing with multimedia content in messages using Flow Builder
    • Forwarding calls using Flow Builder
    • Forwarding your SMS
    • How do I set the same flow for all my numbers (Default Flow)?
    • How to Call HTTP endpoint with SMS
    • How to add products in Meta Commerce Manager
    • How to automatically parse receipts in Flow Builder
    • How to build an IVR menu
    • How to create complex Regular Expressions (regex) conditions
    • How to forward calls to another phone number or SIP URI
    • How to forward incoming SMS to an email
    • How to search through Flow Builder Logs
    • How to set up Email OTP solution in Flow Builder
    • How to set up a Feedback Bot
    • How to set up a Flow to send outbound SMS
    • How to use Multiple WhatsApp Business Accounts - WABA's in FlowBuilder
    • Language Recognition with Flow Builder
    • Managing Meta Messenger Referrals in Flow Builder
    • Set up Telegram account masking
    • Set up a generic OAuth integration
    • Set up answering machine detection
    • Set up image recognition for WhatsApp
  • inbox-basics
    • How to log in to Inbox
    • Inbox onboarding guide
    • Setting up notifications for Inbox
  • inbox-for-good
    • Activate FAQ bots
    • Building an emergency Contact Center
    • Send live updates and notifications via SMS
    • Set up Interactive Phone Menus
  • inbox-reporting
    • Download Reports
    • Download reports in CSV format
    • Get to know Inbox reporting
    • Inbox reports glossary
    • Inbox reports in action
  • information-security-management-program
    • Does MessageBird have a security and privacy awareness program?
    • Does MessageBird have an Information Security Management Framework?
    • Does MessageBird have an incident response program?
    • Does MessageBird have an internal audit team?
    • Does MessageBird have any third party attestations for security?
    • Does MessageBird have documentation of their ISMS?
    • Is Management responsible for the security program?
    • What are the roles and responsibilities pertaining to security and privacy across MessageBird?
    • What is the security team at MessageBird?
  • infrastructure-security
    • Can MessageBird provide an overview of how its infrastructure is being secured?
    • Does MessageBird have a patch and vulnerability management program?
    • How are changes managed?
  • insights-reporting
    • Insights
  • instagram
    • How do I filter out Instagram story mentions?
    • How do I know if I'm eligible for Instagram?
    • I cannot find my Instagram channel after installation
    • I'm having issues when installing my Instagram channel
    • Inbound messages are not arriving to my Instagram channel
  • installing-channels
    • Adding Instagram as an Inbox channel
    • Getting started with Viber for Business
    • How to add a channel
    • How to connect and disconnect a channel from Inbox
    • How to find your Facebook Page ID
    • How to use WhatsApp Sandbox with Inbox
    • Install Facebook Messenger as an Inbox channel
    • Install LINE as an Inbox channel
    • Install SMS as an Inbox channel
    • Install Telegram as an Inbox channel
    • Install WeChat as an Inbox channel
    • Install WhatsApp as an Inbox channel
    • Install your Custom Email Domain as an Inbox channel
  • integrations
    • Connect and use Salesforce with Flow Builder
    • Connecting Inbox to Zendesk using Flow Builder
    • Updating HubSpot contacts with Inbox using Flow Builder
  • managing-inbox-admins-and-agents
    • Adding a new agent to Inbox
    • Deleting an agent
    • Import agents to Inbox using CSV
    • Inbox user roles and permissions
  • managing-inbox-contacts
    • Add a contact manually
    • Add a contact via a ticket
    • Import contacts via CSV file
    • Managing your Inbox contacts
  • messaging
    • Add an embeddable WhatsApp Button to your website
    • Do customers need to opt-in to receive WhatsApp messages from my business?
    • I want to connect my WhatsApp API phone number to my Facebook Page (Classic Pages)
    • Is there a limit to the number of WhatsApp messages I can send?
    • Is two-way messaging possible with WhatsApp?
    • Media Templates
    • Message Templates & Session Messages
    • Messaging Features & Restrictions
    • Messaging with WhatsApp FAQ's
    • Receive WhatsApp messages statuses via the API
    • What is the difference between Message Template and Template Message?
    • WhatsApp Campaigns delivery status report
    • WhatsApp messaging restriction toward Turkey
  • other-integrations
    • Can I use MessageBird with Zapier
    • How can I perform HLR Lookups?
    • How can I use the Short Message Peer-to-Peer (SMPP) network protocol?
    • How do I connect RSA SecurID (EMC) to MessageBird's SMS Gateway?
    • How do I connect SafeNet to MessageBird's SMS Gateway?
    • How do I connect SecurEnvoy to MessageBird's SMS Gateway?
    • How to set up multi-channel merchants notifications for Mollie
  • partner-accounts-api
    • Can Accounts be migrated into a Partner Network?
    • Can Child Accounts get invoiced separately?
    • Can the Partner Network be viewed in the Dashboard?
    • How is a Partner Account setup?
    • How is a Partner Network invoiced?
    • How is a Partner Network setup?
    • How many levels of Child Accounts can a Partner Network have?
    • What Services can a Partner Network use?
    • What is a Partner Account?
    • What is an example of a Partner?
    • What is the Partner Accounts API?
  • payment-billing
    • Add balance
    • Billing
    • Can I get account balance Refunded?
    • Do you offer post-pay contracts?
    • How can I change my order or invoice address?
    • How does SMS and Voice pricing work?
    • How to change the default payment method
    • How to set up Auto Top Up
    • Invoices
    • Managing Saved Payment Methods
    • Payment methods we support
    • Payment processing
    • Prepaid account billing
    • Pricing
    • Setting low balance notifications
    • Subscriptions
    • Suddenly getting billed by MessageBird
    • WhatsApp Conversation Based Pricing Changes 2023
    • Will I be charged VAT?
  • quickstarts-and-tutorials
    • Automate customer interactions using AI
    • Build an omnichannel FAQ BOT with Intent Recognition
    • How to automatically Parse Invoices in Flow Builder
    • How to set up appointment scheduling in Google Calendar using Flow Builder
    • Quickstart guide: Set up Computer Vision in Flow Builder
    • Set up an identity verification process flow with the Analyze Image step
  • receiving-sms
    • Forwarding your inbound SMS
    • I am receiving spam on my Virtual Mobile Number (VMN)
    • I did not receive an SMS on my Number
    • Managing opt-outs
    • Setting your account up to receive inbound SMS
    • Viewing your inbound SMS
    • Automatic SMS Subscriptions (Opt-in/Opt-out)
  • salesforce-marketing-cloud
    • Journey Builder setup guide
    • Journey Builder: Best practices and troubleshooting
    • Marketing Cloud Integration setup guide
    • Release history
    • Using WhatsApp rich-media templates
  • salesforce-sales-service-cloud
    • Configure the MessageBird for Salesforce app
    • Configuring business flows in Salesforce (optional)
    • Install the MessageBird for Salesforce app
    • MessageBird Conversations in the Contacts Page
    • MessageBird conversations on the Case page
    • Release history
    • Sync MessageBird conversations to Salesforce
  • salesforce
    • How to set up the MessageBird Salesforce Sales & Service Cloud integration
  • sending-sms
    • A2P vs
    • My SMS was delivered in multiple parts
    • My SMS was delivered multiple times
    • My SMS was delivered with a delay
    • My SMS was delivered with an overwritten sender ID (Changed Originator)
    • My SMS was not delivered
    • SMS Delivery Statuses
    • SMS Reporting
    • SMS Troubleshooting FAQ's
    • Scheduling your SMS
    • Sending SMS in bulk
    • Sending SMS
    • Setting a Validity Period for your SMS
    • Using Flash SMS
    • Using special characters, Unicode, and GSM-T charsets for sending SMS in different languages
    • Using templates & personalisation
  • set-up-inboxs-built-in-automations
    • Automated welcome message
    • Business hours
    • Create Follow-up actions in Inbox
    • Email notifications for Inbox tickets
    • Language recognition
    • Sentiment analysis for Inbox
    • Using Inbox automations
  • short-codes-keywords-sub-keywords
    • How long does it take for a Short Code to be provided?
    • In which countries can I get a Short code & Keyword?
    • Keywords & Sub Keywords
    • What can I do with a Keyword?
    • What is a short code?
  • sip-trunking
    • Configure your origination SIP Trunk
    • Configure your termination SIP Trunk
    • How to configure SIP Trunks on 3CX
    • How to set up an inbound SIP-Trunk
    • How to set up an outbound SIP-Trunk
    • MessageBird IP whitelist for voice calls
    • SIP Server & connection details
    • SIP Trunking with MessageBird
    • SIP Trunking
    • What is a SIP Trunk?
  • steps-catalogue
    • Fetching variable steps in Flow Builder
    • Format for 'Play a sound file' Step
    • How to use Verify with Flow Builder
    • Using Flow Builder to create a ticket in Inbox
    • Using Flow Builder to send Facebook (Meta) Messenger messages
    • Using Flow Builder to send WhatsApp messages
    • Using FlowBuilder to send Instagram Messages
    • Using database steps in Flow Builder
    • Using the "Reply to channel message" step in Flow Builder [video]
    • Using the "Send Conversation" message step in Flow Builder [video]
    • Using the "Wait for a response" step in Flow Builder [video]
  • subscriptions
    • Managing your Inbox Subscription Plan
  • support
    • Basic MessageBird troubleshooting and support tips
    • MessageBird Support Plans
  • terms-conditions
    • Terms & Conditions
    • What is MessageBird's Service Level Agreement (SLA)?
  • third-party-risk-management
    • How are vendors managed?
  • tickets
    • Get to know the lifecycle of an Inbox ticket
    • Hiding and deleting tags from agents
    • How to create and use Canned Replies
    • How to use variables in Canned Replies
    • Inbox Ticket Statuses
    • Replying and closing a ticket
    • Reviewing past tickets
    • Send ticket information to Slack with Actions
  • troubleshoot-a-flow
    • Export Flow Builder Logs
    • Flow Builder Logs
    • Issues forwarding incoming SMS via Flow Builder
    • My Flow is not working
    • My media file in my flow is not playing
    • Number not available for Flow
    • Set up alerts to monitor your flows
    • What errors can I get in the Flow Builder?
  • troubleshooting-voice
    • Call Information
    • Failed API Requests
    • Media file not playing
    • Voice Billing Details
    • Where can I find my Voice logs?
  • troubleshooting
    • API Issues
    • Cannot find templates submitted via Facebook Business Manager
    • Developer logs and errors
    • Error code when sending a WhatsApp Template Message via API
    • Failed Payments
    • How to delete orders and invoices
    • I am having login or authentication issues with the Old API
    • I am missing my delivery reports
    • I am not receiving notifications for Inbox tickets
    • I am receiving an error 500 in my dashboard
    • I can't initiate a conversation with a customer
    • I cannot add my VAT number
    • I cannot see the WhatsApp message in Inbox
    • I did not receive an SMS when trying to claim free test credits
    • I did not receive my account activation email
    • I don't see the Verify codes in my dashboard
    • I have launched my GBM but I do not see a ‘Message’ button
    • I have limited messaging options in my dashboard
    • I see an unknown item on my bank statement from MessageBird
    • Missing HLR results
    • My OTP codes sent via Email are getting in the spam folder
    • My WhatsApp Business API application is not approved
    • My WhatsApp Message Template is not sending
    • My automatic subscription charge was unsuccessful
    • My end users are not receiving their codes
    • My template application has been rejected
    • One of my agents has left the company
    • SMS errors & error codes
    • The Email channel is not working for my Verify requests
    • The owner of my Workspace is no longer with the company
    • Tickets not showing up in Inbox
    • What is the "quality rating" of a WhatsApp channel?
    • WhatsApp Account policy violations and enforcement
    • WhatsApp: Messaging Limits and Tier system
    • WhatsApp: Returning to the mobile app
    • Where can I find my MessageBird Workspace ID?
    • Whitelist MessageBird's IP addresses
  • use-cases
    • Automate the retrieval of call recordings and transcripts in Flow Builder
    • Automatically detect and translate the language in your customers' messages
    • Broadcast WhatsApp Message Templates with Flow Builder & Postman
    • Country recognition with Flow Builder
    • Create click to WhatsApp ads and link them to Flow Builder
    • Detect and extract text from images with Flow Builder
    • Fetching data during conversations with Flow Builder
    • How to Send WhatsApp Media & Text Templates Using Google Sheets
    • How to block SPAM contacts in Inbox
    • How to set up WooCommerce order notifications with Flow Builder
    • Import historical Shopify information to Inbox
    • Integrate Google signup form with WhatsApp through Flow Builder
    • Is reselling of WhatsApp for Business allowed?
    • Multi DTMF behaviour with Flow Builder
    • Use buttons to create interactive WhatsApp Template Messages
    • What are the use cases for WhatsApp Business?
  • using-different-channels-with-the-omnichannel-widget
    • How can my customers use Facebook Messenger with the Omnichannel Widget?
    • How can my customers use LINE with the Omnichannel Widget?
    • How can my customers use SMS with the Omnichannel Widget?
    • How can my customers use Telegram with the Omnichannel Widget?
    • How can my customers use Voice Calling with the Omnichannel Widget?
    • How can my customers use WhatsApp with the Omnichannel Widget?
  • using-gbm
    • How to send and receive Google Business Messages with Inbox
    • How to use Google Business Messages with Flow Builder
  • using-inbox
    • Using ticket rules in Inbox
  • using-live-chat
    • Getting started with Live Chat pop-up messages
    • Live Chat message statuses
    • Send, receive, and download attachments
    • Set up Conversation Bridging (Beta) in Live Chat
    • Set up Live Chat pop-up buttons
    • Show Omnichannel Widget URL as a Custom Attribute in Inbox
  • using-sms
    • SMS FAQ's
  • using-the-abandoned-cart-recovery-solution
    • Checkout events from Shopify
    • Managing your Webhooks
    • Specifying your audience and conditions
  • virtual-numbers
    • Buy a Virtual Mobile Number (VMN)
    • Can I port numbers to MessageBird?
    • In which countries can I get a Virtual Mobile Number (VMN)?
    • International 2-Way Messaging
    • National ID Number
    • Registration Number
    • SMS Number Restrictions
    • SMS Virtual Mobile Numbers (VMN)
    • Voice Numbers
    • What is the difference between a Shared and a Dedicated Number?
    • Why am I unable to buy a Number?
  • voice-calls
    • Billing & pricing
    • How many legs does a call have?
    • How to make an outbound call
    • How to receive a call
    • Masked transfer
    • Random Caller ID (CLI) on Voice calls
    • Recordings & transcriptions
    • What are the different call status and their meanings?
    • Where can I view my call details?
    • Number restrictions in China
  • voice-messages
    • How to send a Voice Message
    • What is the difference between a Voice Message and Voice Call?
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On this page
  • Whitelisting
  • Digest Authentication
  • Set it up on your MessageBird Dashboard
  • Step 1: Create and configure an Access Control List (ACL)
  • Step 2: Create your own subdomain
  • SIP-INVITE header formatting
  • Utilizing specific Point of Presence (POP) with your domain
  • Call anonymization and PAI (P-Asserted Identity)
  1. sip-trunking

Configure your termination SIP Trunk

PreviousConfigure your origination SIP TrunkNextHow to configure SIP Trunks on 3CX

Last updated 1 year ago

Configuring your termination SIP Trunk will allow you to make calls from your own IP-PBX, User account, or SIP Trunk. MessageBird provides routes for more than 100 countries.

In this article, we’ll show you the following:

Whitelisting

Whitelisting is used in our platform to make sure that the calls terminating on your SIP Trunk are from a trusted source i.e. the IP address(s) defined by you. Unknown IP traffic gets blocked by our SIP servers. You'll add your whitelisted IP addresses when you set up your ACL.

Digest Authentication

Digest Authentication: SIP RFC3261 uses the same mechanism used by the HTTP protocol for authenticating users, which is a simple challenge-response authentication mechanism that allows a server to challenge a client request and allows a client to provide authentication information in response to that challenge.

The SIP protocol uses the Digest Authentication scheme that is used with the HTTP authentication mechanism, which by default uses MD5 as the default algorithm.

When a UAS receives a request from a UAC, and an acceptable Authorization header is not sent, the UAS can challenge the originator to provide credentials by rejecting the request with a 401/407 status code with the WWW-Authenticate/Proxy-Authenticate header field. The UAS MAY include multiple WWW-Authenticate/Proxy-Authenticate headers to allow the UAS to utilize the best available algorithm supported by the client.

If the UAS challenges with multiple WWW-Authenticate/Proxy-Authenticate headers with the same realm, then each one of these headers MUST use a different digest algorithm. The UAS MUST add these headers to the response in the order that it would prefer to see them used, starting with the most preferred algorithm at the top, followed by the less preferred algorithms.

When the UAC receives a response with multiple headers with the same realm it SHOULD use the topmost header that it supports, unless a local policy dictates otherwise. The client MUST ignore any challenge it does not understand.

When the UAC receives a 401 response with multiple WWW-Authenticate headers with different realms it SHOULD retry and include an Authorization header containing credentials that match the topmost header of any one of the realms.

If the UAC cannot respond to any of the challenges in the response, then it should abandon attempts to send the request; e.g., if the UAC does not have credentials for any of the realms.

Set it up on your MessageBird Dashboard

Step 1: Create and configure an Access Control List (ACL)

First, we need to create an Access Control List (ACL). Once it's set up, you can add your own IP addresses and username/password accounts to control access.

NOTE: To manage the authentication of your VoIP infrastructure you can create multiple ACLs, each with one or more accounts.

Access Control List

  1. Select Access Control from the menu on the left.

  2. Under Access control lists, Click Add new.

  3. A pop-up window will appear. In the Name field, enter a recognizable name for your access control list, e.g. ACL_OUTBOUND_SIP_TRUNK.

  4. Click Save.

IP Addresses

In this step, you'll whitelist your IP addresses by adding them to your ACL.

  1. In the IP Addresses section, click Add New. A pop-up window will appear. Enter the IP address that you would like to authenticate for the termination of SIP Trunking calls.

  2. Click Save.

  3. If you want to add more IP addresses, click on Add New and start the process again.

Accounts

In this step, you'll create and add accounts to your ACL.

  1. Next, scroll down to Accounts, then click Add New. A pop-up window will appear.

  2. In the Name field, enter a username for the user that you want to give access to.

  3. In the Password field, create a password for the user.

  4. Click Save.

NOTE: If you have entered both an IP address and a username/password, both need to be used in the SIP-INVITE header. Below, you’ll find an example of a FROM field as part of an SIP-INVITE header with the username 31000000:

SIP from address: sip:31000000@[yourdomain].sip.messagebird.com;transport+UDP

Step 2: Create your own subdomain

A subdomain is a personal DNS inside the MessageBird.com domain, such as yourcompany.sip.messagebird.com.

Only calls to this specific subdomain will be authenticated by the attached ACLs (created in the previous section.)

Follow these steps to add a subdomain:

  1. Next to Domains, click Add New.

  2. A pop-up will appear.

  3. In the Name field, enter the name of the subdomain that you want to use.

  4. In the Domain field, enter the address you want to use for your SIP communication. A valid domain name contains: - A minimum of one character. - Valid characters ranging from 0-9, a-z and A-Z.

  5. Click Save.

  6. Now you’ve created a subdomain, you can attach an ACL. Under Attached ACLs, click on Attached Access Control List. A pop-up will appear.

  7. From the drop-down menu, select the ACL that you created in the previous section.

  8. Click Save. And that’s it! Your outbound SIP Trunk is ready.

NOTE:

  • A domain name can have multiple attached ACLs.

  • An ACL can be attached to multiple domains.

SIP-INVITE header formatting

Now you’re ready to place calls from your VoIP platform to our SIP servers! Please be aware that only accounts attached to this domain can place calls. Therefore the full domain name should be used in the SIP-INVITE header.

This is an example of a SIP-INVITE header:

sip:[E164 Number]@[your_domain].sip.messagebird.com

For example:

sip:3123456789@mydomain.sip.messagebird.com

Utilizing specific Point of Presence (POP) with your domain

MessageBird has POP (Point Of Presence) in three different regions:

  • EU-POP

  • US-POP

  • APAC-POP

You can link your domain to a POP that is closer to the region of origination. By selecting a better POP, you can achieve a better Quality of Service (QOS) and enhanced connectivity levels.

By using the default configuration of [your_domain].sip.messagebird.com your traffic will be redirected to our European servers or, in the case of a local failure, to one of the 3 available regions. To be able to keep your traffic bound to one region and avoid an additional hop through our European servers, you can configure the domain name as follows:

  • Asia: [your_domain].apac1.sip.messagebird.com [your_domain].apac2.sip.messagebird.com

  • USA: [your_domain].us1.sip.messagebird.com [your_domain].us2.sip.messagebird.com

  • EU: [your_domain].eu1.sip.messagebird.com [your_domain].eu2.sip.messagebird.com

By using these subdomains inter-region failover is not guaranteed.

Call anonymization and PAI (P-Asserted Identity)

MessageBird supports anonymous calling features, where the identity of the user is protected.

How it works:

SIP Identity is established with the To and From headers. The To header indicates the user that you wish to establish a session with. The From header indicates who you are.

For example, you might encounter an INVITE that looks like this:

In this INVITE, ‘Bob’ is attempting to establish a session with ‘Alice’. When set up in this way, Alice’s phone will likely show her that Bob is calling.

However, if Bob didn’t want Alice to know who is calling, Bob might want to suppress the sending of his identity. We can accomplish this with SIP!

Here’s how: Instead of putting his identity in the From header, Bob’s SIP phone would do something like this:

From: “Anonymous” <sip:Anonymous@anoymous.invalid>; tag=12345

Now, when Alice receives the INVITE message, she will be unaware of the name of the caller, and her phone might instead display “Unknown”.

However, while Bob may want to keep his identity hidden from Alice, the network SIP elements might not want to deal with an unknown, anonymous caller. A caller’s true identity is still required for class of service processing, billing, call detail recording (CDR), call recording, or any other traditional network activity.

This is where another SIP header comes into play. P-Asserted-Identity is used within the “trusted” realm of a SIP network to allow servers and services to process SIP messages for the known, authenticated user and not an anonymous caller. P-Asserted-Identity is inserted by a trusted SIP element (e.g. SIP Proxy) and preserved for the message’s entire time within the trusted realm. In other words, as a call is being processed by the SIP network, a P-Asserted-Identity header will be part of all SIP messages for that call (i.e. INVITE, ACK, BYE). As soon as any message leaves the trusted realm, the header is stripped and anonymity is restored.

Using the above example, this is how the same INVITE message might look within the trusted realm:

NOTE: P-Asserted Identity headers can be used to establish a SIP name as well as a public telephone number.

Log into your , then click the Voice icon on the toolbar on the left-hand side of your screen. Select SIP Trunking from the menu that appears.

From the Voice page, click .

INVITE sip:3123456789@test1.sip.messagebird.comSIP/2.0 Max-Forwards= 70 Via SIP/2.0/UDP ; branch=198398334 To: “alice” <3123456789> From: “bob” <>; tag=12345

INVITE sip:alice@test1.sip.messagebird.comSIP/2.0 Max-Forwards= 70 Via SIP/2.0/UDP ; branch=198398334 To: “alice” <3123456789> From: “Snonymous” <sip:Anonymous@anonymous.invalid>; tag=12345 P-Asserted-Identity: “bob” <> P-Asserted Identity: tel:+19524563516

Dashboard
SIP Trunks
3987654321@test2.sip.messagebird.com
sip:
@test1.sip.messagebird.com
sip:
3987654321
@test2.sip.messagebird.com
3987654321@test2.sip.messagebird.com
sip:
@test1.sip.messagebird.com
sip:
3987654321
@test2.sip.messagebird.com
Whitelisting
Digest Authentication
Create an Access Control List (ACL)
Create your own subdomain
SIP-INVITE header formatting
Utilizing specific Point of Presence (POP) with your domain
Call anonymization and PAI (P-Asserted Identity)