This document describes how Sinch Contact Pro handles error situations and suggest ways to make your contact center work its best.

This section describes how Sinch Contact Pro behaves if an agent loses network connection while handling conversations.

Sinch Contact Pro has a built-in mechanism to prevent losing ongoing chat conversations in case of service interruption.

By default, Sinch Contact Pro routes conversations equally among all agents. However, you can configure it to direct a conversation to the same agent who previously handled it within a specific channel.

Attached data is a feature in Sinch Contact Pro allows you to add and save information for calls, emails, and chats.

Let's say you want your service center, such as the service desk, to see how customer conversations are handled. The aim is to see quickly how many conversations are queuing and if there are enough serving agents.

As Sinch Contact Pro comes with a comprehensive out-of-the-box restful interface (RI) offering, you can control objects, such as queues, users, and conversations, via APIs.