Configuration

To implement chat attachment upload, you'll need to create a technical user in SAP Service Cloud (C4C) and add an event-driven integration in System Configurator.

Create a technical user in SAP Service Cloud (C4C)

Note: If you're also using post-call transcription, you can skip this as you've already created the technical user.

First define a communication system if you haven't done that previously. For instructions, see the Service configuration document.

Define a communication arrangement:

  1. In SAP Service Cloud (C4C), go to Administrator > General Settings > Communication Arrangements.

  2. To create a new arrangement, click New.

  3. In the Communication Scenario field, select OData Services for Business Objects and click Next.

  4. In the Communication System field, select the communication system you created or had defined previously.

  5. In the Authentication Method field, select User ID and Password (basic authentication).

  6. In the User ID field, enter an ID for the user.

  7. To set up a password for this integration user, click Edit Credentials and enter a password.

    Do not use:

    • letters that aren't part of the Latin alphabet (for example, Scandinavian letters and umlauts)

    • the following special characters: ¤,£,€,½,§

  8. In the Services Used field, select these OData services:

    • activity
    • chatactivity
    • call_list
    • socialmediaactivity

  9. To complete the arrangement, click Next and then Finish.

The technical user's credentials (user ID and password) are now ready for use in your event-driven integration's JSON configuration.

Add a secret in System Configurator for the C4C technical user

  1. In System Configurator, go to System Management > Secrets manager.

  2. Click Add New and enter the details for your C4C technical user:

    1. Description: Describe what this secret is used for.

    2. Name: We recommend using the same name (sap-v1-secret) as in this example so you'll be able to use the example JSON below without editing this part. If you define a different name for the secret, you'll just need to change the name in your JSON configuration.

    3. Secret: Enter the password of your C4C technical user.

  3. Save your changes.

Add an event-driven integration in System Configurator

To configure chat attachment upload in System Configurator, go to System Management > Event-Driven Integrations.

Add an integration with the following details:

  • Channel Type: Chat

  • Endpoint URL:

    Use the URL for your region:

    • Europe: https://cc-workflows-eu-c1.cc.sinch.com/prod/chat-attachments
    • North America: https://cc-workflows-na-w2.cc.sinch.com/prod/chat-attachments
    • Australia: https://cc-workflows-au-s2.cc.sinch.com/prod/chat-attachments
  • Conversation Direction:

    • For incoming chats, you can create several configurations with direction Inbound and select relevant queues in the Queues block.

    • For outgoing chats, you can create several configurations with direction Outbound and select a queue of type @sinchsms.com or @<subchannel>.sinchconversation.com in the Queues block.

    • If you want to use the same configuration for both inbound and outbound chats, select Both.

    Direct chats don't support attachments.

  • Ordinal: Enter an order number for this integration. For more information about this field, see the Event-driven integrations document.

  • Event: Ended or Closed

  • JSON for Configuration: This is the format of the JSON definition. For more details on which parts of this you'll need to edit, see below.

    {
  "request": {
    "method": "POST",
    "authentication": {
      "type": "oauth",
      "secrets_ref": "orchestration-layer"
    },
    "headers": {
      "x-cmi-api-key": "{secrets.ri-apikey}",
      "x-cmi-password": "{secrets.cmi-chat-attachment-upload-user}",
      "x-sap-v1-password": "{secrets.sap-v1-secret}"
    },
    "body": {
      "cmi_url": "https://8h6b51di7x.execute-api.eu-central-1.amazonaws.com/acme/cmi",
      "cmi_user": "transcript.user",
      "sap_v1": {
        "url": "https://my2554607.de1.crm.cloud.sap",
        "user": "v1user"
      },
      "contact_id": "{contact.guid}"
    }
  }
}

Accessing Contact Management Interface (CMI)

You'll need to access CMI to upload chat attachments.

Edit the following parameters:

  • In the JSON request header x-sap-v1-password: Replace sap-v1-secret with the name of the secret added for accessing your SAP Service Cloud (C4C) environment.

  • In the JSON request body:

    • cmi_url: Replace the URL (https://8h6b51di7x.execute-api.eu-central-1.amazonaws.com/acme/cmi) with the public address of your Contact Management Interface (CMI)

    • cmi_user: Replace the user (transcript.user) with the logon name of your CMI user that has the settings and rights listed at Before you start.

    • url: Replace https://my2554607.de1.crm.cloud.sap with the URL of your SAP Service Cloud (C4C) environment.

    • user: Replace v1user with the user ID of the technical user you defined in your SAP Service Cloud (C4C)'s communication arrangements.

If you didn't use the same names for your secrets as in our example, edit the name in the JSON header:

  • x-cmi-api-key: Replace ri-apikey with the name of the secret added for your CMI's API key in Secrets manager

  • x-cmi-password: Replace cmi-user with the name of the secret added for your CMI's password in Secrets manager

Keep these parts as they are in the example JSON

  • Reference to secret orchestration-layer in the authentication: the secret to access the orchestration layer.

  • Parameter contact_id : to identify the conversation for the attachment upload.