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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

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.
- Home View
- Picklist View
- Conversations View
- Extension Area
  Extension area is a side panel that offers you additional attributes related to the current conversation in the main window. The area can contain certain features of Communication Panel and also third-party web applications.
- History View
- Notification Messages
- Terminology
- Offering Screen
  The conversation offering screen shows information related to an incoming conversation being offered to you.

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.