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Communication Panel is the web-based application of Sinch Contact Pro for managing customer communications, termed as conversations. In earlier releases they were referred to as interactions and prior to that contacts.
To start using Communication Panel, you need a user account and a login address.
User Menu provides access to the following functions:
Agent presence shows if an agent is available and able to receive conversations. Timers show the agent how long they have spent not ready, absent, or handling a conversation.
You handle conversations in the form of chats, emails, and calls in the Conversations view.
Queues are used for routing conversations to available agents serving in them. Conversations wait in the queue until they are offered or picked by an agent.
Directories provide detailed contact information, for example on contact center users, queues, or customers and business alike.
Communication Panel provides tools to handle inbound and outbound phone calls.
Chats are conversations, such as text messages, web chat, video chat, and messages from Facebook Messenger, Viber, or WhatsApp, depending which integrations are used in your system.
Email queues are used to dispatch customer emails, tasks, and action items.
This feature provides experienced personnel, for example supervisors, the ability to provide guidance, training, or mentoring to other colleagues.
A script is a questionnaire that you can fill out while or after handling an incoming or outgoing conversation.
With campaigns you can call predefined customers, for example, to sell, advertise, or collect information.
Communication Panel can be integrated with various third-party applications.