Sinch SMS

Sinch SMS is an integration for sending SMS messages to your customers. You can find it in Integrations > +Add new integration.


Sinch SMS integration will be set up by our SMS specialist. To integrate, contact your CSM or your technical consultant.


During the integration, you will need to fill out three things:

  • Service Plan ID
  • API token
  • Endpoint region

Service Plan ID will be provided by Sinch. Each service plan comes with a rate limit (based on your Exponea contract) and gets its own message queue (messages are placed in a Sinch queue and are sent based on the rate limit).

API token is your authentication token, which is provided for each service plan. You can find it in the Sinch Console.

Endpoint region is chosen based on your region and on data protection requirements of your country. Other regions may be available on request. Options are:

Project default SMS integration

Project settings > Channels > SMS > Default SMS Provider

Admin can select which SMS integration is used by SMS actions in Scenarios on the project level.

Default SMS provider is CM Telecom, or you can select other SMS integration from the dropdown. You can select Sinch SMS integration that was created from the step above by its name. Multiple SMS integrations can be created, but only one can be selected. All SMS campaigns will be using this one selected integration.

Event tracking

When Exponea sends a message to SINCH it tracks the response. The SMS provider either accepts the message for delivery or rejects it. Look for error explanation in case of rejected messages.

Exponea tracks campaign event (or mapped event) with these properties:

event property





The message was (enqueued) or was not (enqueue_failed) successfully forwarded to the SMS provider for delivery



The message was successfully delivered from the SMS provider to the recipient's handset



The message was rejected by the SMS provider or delivery to the recipient's handset failed



Count of message parts


numerical code

See Sinch's Delivery report error codes and SMPP error codes


e.g. 400

HTTP code failed requests. See Sinch's HTTP status codes


e.g. "syntax_invalid_parameter_format"

Error code - failed requests. See Sinch's Error codes


e.g. "The format of a field value is invalid. For example if a MSISDN is not correctly formatted."

Error message - failed requests. See Sinch's Error codes

Sinch delivery reports

Delivery reports provide clarity about how many messages and when have been actually delivered to recipients' handsets. Sinch SMS integration tracks delivery report events, which can be used in campaign evaluation. In particular, Sinch calls Exponea callback with delivery reports either immediately, as status rejected; or later as statuses delivered and failed, when the recipient's operator responds back about the delivery.

SMS campaign events are:

  • delivered - a successful delivery to recipient´s handset
  • rejected - a rejection by Sinch (find more details in the error code)
  • failed - an unsuccessful delivery (find more details in the error code)


Waiting period

For some delivery reports it may take up to 4 days to receive it, depending on the operator. However, users shall not expect delivery reports to be delivered after 4 days after dispatching, because delivery reports are tracked in the first 4 days after dispatching the message.


Some countries shall not provide delivery reports, including these: Bangladesh, Benin, Brazil, Burundi, Cambodia, Germany, Guadeloupe, Guam, Hong Kong, Indonesia, Kuwait, Malaysia, Marshall Islands, Mauritania, Mexico, Nauru, Northern Mariana Islands, Pakistan, Panama, Papua New Guinea, Peru, Samoa, Solomon Islands, South Sudan, Sri Lanka, Sudan, Tajikistan, Timor-Leste, Tonga, Tuvalu, Uzbekistan, Venezuela, Vietnam, Wallis & Futuna Islands (Last update 2020-06-04)

Updated 6 months ago

Sinch SMS

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