A CONVERSATION API FEATURE 

Use data from real-time webhooks to automatically re-route messages

Route messages to the best channel and get real-time webhooks for inbound messages and delivery reports with automated channel fallback and webhooks (part of the Sinch Conversation API). Build reliable one- and two-way experiences with one endpoint. Set up your webhook in the Sinch Dashboard, send through the Conversation API, and start receiving live status and inbound events instantly. 

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WHY IT MATTERS 

Build reliable, event-driven conversations without the hassle

Reduce complexity, stay in sync, and create secure, one- and two-way experiences in a complete, single system. Automated channel fallback & webhooks connects outbound routing and real-time event delivery, so your backend always stays in sync.

Build truly reactive apps 

Webhooks send events as they happen, so your product reacts in real time without extra checks needed.

Gain full visibility 

Delivery reports show each stage—from QUEUED to DELIVERED—so you can create reliable logic and handle exceptions gracefully. 

Get automated routing

The API automatically selects the best channel for delivery based on your specified priority and how your contact can be reached. 
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AUTOMATED ROUTING 

Deliver every message through the best channel 

Stop writing brittle fallback logic. Set your channel priorities once, and the Sinch Conversation API intelligently routes every outbound message based on reachability and your specified priority. 

  • Send smarter with flexible prioritization 

  • Eliminate manual failover handling 

  • Increase delivery reliability across all channels 

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REAL-TIME VISIBILITY 

Delivery reports that give you full visibility and confidence 

Track every outbound message from start to finish. Automatic statuses like DELIVERED, FAILED, and QUEUED help you build trustworthy workflows and handle exceptions right away. 

  • Know when each message was queued, delivered, or failed—no guessing or polling 

  • Drive downstream actions automatically 

  • Detect issues early and build resilient systems that handle network, device, and channel failures automatically 

REAL-WORLD USE CASES 

See how teams put it into action 

Automated channel fallback & webhooks keep your app informed, trigger the right logic, and power fast-moving interactions across channels. 

Conversational chatbot

A MESSAGE_INBOUND event triggers your bot, which replies instantly; a DELIVERED report confirms the customer received the message. 

Reliable order notifications  

Send an order confirmation, then use DELIVERED to mark the order “Notified,” while FAILED kicks off manual follow-up. 

Live support dashboard  

Agent dashboards refresh instantly as MESSAGE_INBOUND events deliver new questions from any channel in real time. 

Real-time messaging systems  

Build event-driven experiences that respond immediately to user actions using the unified webhook stream. 

GREAT CAPABILITIES 

Everything you need, already included 

Automated channel fallback & webhooks gives you the routing, reporting, and real-time callbacks needed for smooth, one- and two-way messaging, with no extra tools required. 

Real-time webhooks  

Get immediate HTTP POSTs for every critical messaging event. 


Inbound message webhooks  

Get the full payload of customer messages from any channel. 

Detailed delivery reports  

Follow messages through QUEUED, DELIVERED, and FAILED states. 


Automated routing  

Let the API pick the best channel based on your rules and user reachability.
 

Unified event format  

All events follow one predictable, readable JSON structure. 

Built-in retry mechanism  

Automatic retries help you stay resilient during brief outages. 

Single endpoint setup  

Add one public URL in the Sinch Dashboard and start getting all events. 

Standard API feature  

Included with the Conversation API at no additional cost. 

Frequently asked questions 

It’s a built-in Conversation API capability that combines intelligent outbound routing with real-time webhooks for inbound messages and delivery reports. 

Inbound message webhooks fire when a user messages you; delivery report webhooks update you on the status of messages you’ve sent. 

Add a single, publicly accessible URL for your application in your Sinch Dashboard. All events for that app are sent to that endpoint. 

The platform retries automatically over a set period. If responses keep failing, a circuit breaker pauses delivery until your endpoint recovers. 

Design for three to four times your outbound send rate. For example, 100 messages per second can generate 300 to 400 events per second from receipts and replies, so scale accordingly. 

Yes. Conversation API provides the stable, real-time foundation needed for event-driven messaging. 

Yes. It’s a standard, built-in feature of the Conversation API with no extra charge. 

DELIVERY_REPORT webhooks send updates as the message moves through each stage, ending with a DELIVERED event that confirms receipt.