STRAX Reach · Omnichannel hubs
Sinch Conversation API in Reach
Sinch's Conversation API puts several messaging channels behind one app. Reach sends and receives through that app and keeps every exchange on the client's record.
- Conversation API app
- OAuth access keys
- Channel-aware replies
Many channels behind one Sinch app
Reach authenticates with a Sinch project access key, exchanges it for a short-lived token and caches that token until shortly before it expires. Each send names the Sinch channel and the client's identity, so the app delivers on exactly the channel you meant.
Inbound messages come through the app's webhook for the message-inbound trigger. Reach reads the channel identity, files the text on the client's record and keeps the channel in the address, which routes the answer back the same way.
Each send also carries the Reach message id as its correlation id, which makes a Sinch dashboard search for one message quick when a client disputes what they received.
Delivery reports and other callbacks from the app are acknowledged and skipped. The conversation history lives in Reach, so switching the app's channels later does not lose what clients said.
Where it helps
Cross-border clients
Clients living abroad keep using the chat app common in their country, while your team answers from Johannesburg.
RCS pilots
Try RCS on part of your client base through the same app before committing to a wider rollout.
Collections outreach
Contact clients on the channel they answered last time, with the whole collections history visible to the agent.
What you need
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A Sinch project
With a Conversation API app and the channels you want configured on it.
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A project access key
Its id and secret, stored in the STRAX credential vault.
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A public HTTPS address
For the app's message-inbound webhook, with a secret token in the address.
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Reach Core
The client records, conversations and console for every hub channel.
Good to know
Sinch signs webhooks with a scheme that STRAX does not verify yet, so this version protects the webhook with a secret token in its address, which should be shared with as few people as possible.
Questions
Which region should we use?
The region your Conversation API app lives in. Set the matching host in the Reach settings, since an app in Europe does not answer on the United States host.
How are channels chosen?
The client identity starts with sms, whatsapp, viber or rcs and a colon. A bare number uses the default channel setting.
Do we need a separate webhook per channel?
No. One webhook on the app carries inbound messages from every channel it has.
Can we add Messenger later?
The adapter handles the four phone-number channels today. Other Sinch channels need their own identity format and are on the roadmap.
Read more
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The whole Reach family →
Reach Core and every channel package, with what each one needs.
Add Sinch to Reach
Tell us which channels your clients use and we will plan the rollout with your team.
Premium Requires STRAX Reach - Core, which is licensed.
About this listing
| Version | 1.0.0 |
| Author | STRAX |
| Category | Communication |
| Published | 2026-09-24 |
What's inside
| Credential | 2 |
| Global variable | 4 |
| Workflow | 2 |
What happens on install
After the import, and only with your consent, the installer runs:
- Reach - Register Channel : Registers the Sinch channel with Reach Core, disabled until its credentials are entered
Free listing
Install it from Feature Marketplace inside STRAX
It builds on STRAX Reach - Core, a premium package. Ask us for a quote to license it first.
Open Feature Marketplace
In your STRAX installation, open Feature Marketplace from the navigation.
Find "STRAX Reach - Sinch"
Search or browse to this listing and review the contents disclosure; every package shows what it contains before anything runs.
Install
Choose Install, or "Customise with AI" to adapt the package to your environment first. No licence is needed for free listings.
Sinch, WhatsApp and Viber are trademarks of their owners, named here only to identify the service this package connects to.
See it on your own systems.
A demo takes an hour, on your data landscape rather than ours.