Configure your inbound messages
The Subscriptions feature in CPaaS X environment also supports inbound message (MO (opens in a new tab)) configuration across multiple communication channels, including:
- LINE
- Messenger
- MMS
- RCS
- SMS
- Viber Business Messages
- Zalo
This centralized configuration allows users to streamline the management of inbound message events (INBOUND_MESSAGE) using the same tools and structure as for other inbound event types. Users can simplify their setup by unifying inbound message settings under subscriptions while maintaining flexibility for channel-specific requirements.
When an inbound message arrives, the system determines how to process it by checking for existing configurations:
- Number-specific pull/forward configuration: If a number-specific pull or forward configuration exists for the inbound message, the system will execute it.
- Follow subscription settings: If a number has a follow subscription configuration in place, the system follows the matched subscription settings defined for inbound messages.
- Non-forwarding actions: These are executed independently of forwarding and follow subscription settings.
This ensures that the defined configuration is respected and executed as specified.
Inbound message flow
To configure inbound messages, follow the steps below:
1. Define subscription
- Create or edit a subscription for each channel where you want to manage inbound messages. If you are using web interface (opens in a new tab), be sure to choose Inbound message among the desired events. If you are using Subscriptions API (opens in a new tab), include
INBOUND_MESSAGEevent.
2. Set up a notification profile
- Assign a webhook URL and authentication settings for receiving inbound message events.
3. Validate configuration
- Test the setup to ensure that inbound messages are processed as expected.
Example flow for inbound messages
-
An inbound message is received from a messaging provider.
-
The system checks for a number-specific configuration:
- If there are forwarding actions configured, it processes the message according to the number-specific settings.
- If there is a subscription in place, the system follows subscription settings.
- All other non-forwarding actions are executed independently of subscription settings and forwarding actions.
-
Message is processed according to the configured format.
-
The message is delivered to the appropriate webhook or endpoint, as specified in the notification profile.
Format assignment
Each subscription automatically assigns a default format for handling inbound messages. These formats are channel-specific to ensure consistent processing of inbound messages.
Supported channels use the following predefined JSON-based formats to structure and process inbound messages:
| Channel | Format |
|---|---|
| Line | MO_OTT_MSISDN |
| Messenger | MO_OTT_MSISDN |
| MMS | MO_MMS_2 |
| RCS | MO_OTT_MSISDN |
| SMS | MO_JSON_2 |
| Viber Business Messages | MO_OTT_MSISDN |
MO_OTT_CONTACT | |
| Zalo | MO_OTT_MSISDN |
If the default format does not meet your requirements, you can choose from other available formats for that channel. To do this, contact Support (opens in a new tab) for assistance.