Sinch Engage

Message customers over WhatsApp, Facebook Messenger, Instagram, and Telegram through Sinch Engage. Agents send text, media, and approved template messages, segment users with tags, and react to inbound messages in real time.

1 trigger 11 actions API key available

Sinch Engage website ↗ Platform Documentation ↗ Capability data verified 2026-07-27

On Inbound Message fires when a customer writes in on WhatsApp

Get User pulls the sender's profile, channel, and tags for context

List Messages retrieves the recent thread so the reply reflects the whole conversation, not just the last line

Send Text Message answers the routine question inside the 24 hour customer-care window

Anything touching refunds, cancellations, or a complaint escalates to a person with the full thread attached

Add Tags to User records the conversation's intent so segmentation stays current

The exchange logs to the audit sheet with channel, user, and resolution

What This Integration Enables

Messaging apps are where customers actually answer, and that is exactly why they punish carelessness: a WhatsApp broadcast lands on someone's personal phone, and enough annoyed recipients blocking a sender degrades the channel for every message after. FlowRunner treats Sinch Engage as a conversation surface with rules. Agents send free-form text and media inside the customer-care window, switch to approved templates outside it, react to inbound messages in real time, and keep the audience segmented with tags, while the sends that reach a whole segment at once wait for a person. - React to inbound WhatsApp, Facebook Messenger, Instagram, and Telegram messages as they arrive - Answer routine questions with text and media while the 24 hour window is open - Reach users outside the window with pre-approved template messages and variable substitutions - Keep contacts, tags, and channels in sync with your CRM and store - Route escalations and segment broadcasts through [human-in-the-loop](/concepts/human-in-the-loop) review

Without FlowRunner

Messaging channels answered by heroics WhatsApp and Messenger inquiries queue until someone checks the inbox, and the 24 hour window quietly closes

Broadcasts fired from a dashboard Campaigns go out to whoever is in the export, with no gate between the draft and thousands of phones

Conversations leave no trace What was promised to a customer on Messenger lives only in that thread

With FlowRunner

Inbound handled at conversation speed Agents classify, answer the routine, and escalate the consequential while the window is open

Templates sent deliberately Outside-window messages use approved templates, and segment broadcasts pass a human gate first

Every exchange lands in the record Conversations log to sheets and the CRM, tagged by intent and outcome

Use Case Scenarios

Order updates where the customer actually looks

A new order fires from [Shopify](/integrations/shopify). The agent resolves the sender identity with List Channels, then Send Template Message delivers the WhatsApp order confirmation with the tracking number substituted into the approved template. Shipping updates follow the same path. The customer gets updates in the app they check hourly instead of the inbox they check weekly, and every message uses a template Meta has already approved.

The inbound queue that triages itself

On Inbound Message fires for each incoming text. The agent pulls the thread with List Messages, classifies intent, and splits the queue: order-status questions get an immediate Send Text Message answer, new inquiries become contacts in [HubSpot](/integrations/hubspot) with the conversation attached, and complaints escalate to the support lead with full context. Add Tags to User marks each contact by intent, so the audience picture sharpens with every conversation. Nothing waits overnight, and nothing consequential gets answered by a bot alone.

Win-back campaigns with a named approver

The agent assembles a re-engagement segment from List Users and List Tags: customers tagged as lapsed, filtered by channel. It drafts the campaign as a template send, generates the recipient list, and posts the whole package, template name, variables, and audience count, for review. Only after the campaign owner approves does Send Template Message fan out. Results log to [Google Sheets](/integrations/google-sheets), and replies flow back through the inbound trigger into the same triage flow as Scenario 2.

Human-in-Loop Highlight

Send Template Message exists to reach people outside the 24 hour window, which makes it the one action on this connector that can put an unprompted message on thousands of personal phones at once. There is no recall once it delivers, and the platform-level consequence of getting it wrong is concrete: recipients who block and report degrade the sender's standing on the channel itself. So FlowRunner agents never launch a segment broadcast on their own. The agent does everything up to the send, resolves the audience, fills the template variables, samples ten rendered messages for review, and the campaign owner approves the exact template, audience, and count before the first message leaves. One-to-one transactional templates triggered by a customer's own order run automatically; one-to-many persuasion waits for a person.

Agent processes routinely

Detects exception requiring judgment

Clear match Continues automatically

Ambiguous Routes to human via preferred channel

Human decides

Agent resumes with decision

Agent Capabilities

11 actions

Messaging

Send Text Message Sends a plain-text message to a recipient over a connected channel. The sender is the channel ID, the recipient the platform-specific identifier, a phone number in international format for WhatsApp. Most channels enforce a 24 hour customer-care window for free-form text; outside it, use a template.
Send Media Message Sends an image, video, audio, or document by publicly reachable URL. Supported media types depend on the target channel, and the same messaging-window rules apply.
Send Template Message Sends a pre-approved template message, such as a WhatsApp Business template, with a template name, language code, and variable substitutions. The mechanism for messaging users outside the 24 hour window, and the action this page's human gate watches.
List Messages Retrieves account message history, newest first and paginated, optionally filtered by user and channel. The read behind conversation context and audit trails.

Contacts

List Users Lists the contacts that have interacted with your connected channels, with text search and channel filtering. The way agents browse the audience and obtain user IDs.
Get User Retrieves a single contact's full profile by ID: display name, channel, platform identifier, and assigned tags.
Update User Updates editable attributes on a contact, such as display name and custom metadata. Only supplied fields change. Tag changes go through the tag actions instead.

Channels

List Channels Lists the messaging identities connected to the account, WhatsApp, Facebook Messenger, Instagram, Telegram, each exposing the channel ID used as the sender on outbound messages.

Triggers

1 triggers

Event Triggers

On Inbound Message Fires in real time when a customer sends a message on any connected channel. The entry point for auto-replies, conversation routing, lead capture, and audit logging.

Frequently Asked Questions

What can FlowRunner do with Sinch Engage?

FlowRunner agents can run Send Text Message, Send Media Message, and Send Template Message in Sinch Engage, plus 8 more actions.

Does connecting Sinch Engage to FlowRunner require OAuth?

No. Sinch Engage connects to FlowRunner with an API key, no OAuth flow required.

Can Sinch Engage trigger a FlowRunner workflow automatically?

Yes. Sinch Engage supports 1 trigger that can start a FlowRunner workflow automatically.

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