Extension area

Extension area is a side panel that offers you:

Sinch Contact Pro based extensions related to an ongoing conversation (Conversations view only)
potential third-party extensions in any of the main views (Home, Picklist, Conversations, History, Directory)

Both types are called extensions in Sinch Contact Pro terminology.

The extensions that are available in the extension area depend on the conversation type and your system. For example, any optional third-party applications that are installed are accessed from the extension area.

Extensions provided by Sinch Contact Pro that are currently available in the extension area are:

Table 1. Extensions
Extension	Description	Supported channels
Script	A script is a questionnaire that you can fill out while or after handling an incoming or outgoing conversation. Available with inbound and outbound queue-based calls, chats, and emails (including action items, tasks and campaign calls)	All
Reply Templates	Ready-made reply templates simplify responding to customers	Chat, email
Internal Notes	You can add internal notes to all conversations you are handling, also after you have ended or closed the conversation. If internal notes have been added to the conversation, the icon shows an orange notification dot .	All
Attachments	Attachments which are directly available within an email If an email includes attachments, the icon shows an orange notification dot .	Email
Cloud Attachments	Provides a link to attachments stored (by you) in the cloud. Available if enabled by your administrator	Chat, email
Customer Details	Information of the customer found in the directory	All
Conversation History	Previous conversations from the same customer If there is another conversation with a matching phone number or email address in the status of In Queue, In Process, Pending, or Wrap-Up, the icon shows an orange notification dot .	All
Conversation Details	Shows details of the selected conversation If attached data shown in Conversation Details has been updated, the icon shows an orange notification dot .	All
Agent Guidance	Gives experienced personnel, for example supervisors, the ability to guide, train, or mentor other colleagues	All
Silent Monitoring	A supervisor can view chats and emails or listen to calls which an agent is handling without them knowing they are being silently monitored.	All
Email Chain	Email Chain uses the Email ID of the email opened in the work area to show the preceding email conversation. You can see the status and a summary of each email message in the extension. To expand the email message in the extension, click the Expand/Collapse arrow. To open the email in the work area and access any attachments included, click the subject of the email shown as a link. Available with emails that belong to an email chain	Email
Video assistance	You can invite the customer to share video from their mobile device during a phone call. Available if enabled by your administrator	Phone call

Hide/show the extension area

To hide/show the extension area, click the hide/show button at the bottom right of the view.

The button is disabled if there are no extensions available in that specific view.

Open an extension

To open the extension area, click the button of your choice in the side navigation bar.

When using a function that is placed in the extension area:

If the Communication Panel window is wide enough, the extension area opens on the right side of it.

You can adjust the size of the area by dragging the line between the main area and extension area.
If the window is narrow, the extension area opens up as a pop-up window on it.

Use the split view

If you want to open two extensions in the extension area side-by-side:

Click the split view button at the bottom of the extension area to turn on the split view. You'll only see this button if your administrator has enabled the split view.

The button changes into which means the split view is on.
Open one extension and then another one which opens to the right side of the first one.
Open yet another extension and it replaces the extension on the right. The extension that was opened first is permanent and stays open on the left side.

You can check if the split view is on or off by hovering your cursor over the button. To turn off the split view, click .

If the extension area is open as a pop-up window, you can only have one extension open at a time.