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Overview
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.
Terminology

Terminology

Here are some basic terms that you need to be familiar with when using Communication Panel. Note that all items may not be in use in your system.

Agent: a person that handles conversations in a contact center.
Allocation: method of delivering conversations to agents.
- Auto-allocation mode: calls, emails, tasks, and chats are offered to agents automatically.
- Hunt Group mode: agents must pick the conversations.
- Picking: agents take the conversations with the Pick button.
Conversation: an interaction where two or more people communicate by a phone call, chat, various messaging types, or email or a task or an action item transmitted via email channel.