Overview

You can use the event-driven integration (EDI) framework for integrating Sinch Contact Pro with web services both externally and inside the system.

This low-code framework makes it possible to trigger an integration based on a conversation event, such as when the conversation is accepted, transferred, or ended. You only need to configure the integrations in System Configurator (System Management > Event-Driven Integrations).

Event-driven integrations can only be used for chats and calls. However, outbound campaign calls and callback queue calls aren't supported.

You can use the framework, for example, for the following:

Note:

EDI uses the term "contact" when referring to inbound or outbound interactions with customers. In Sinch Contact Pro applications, the term "conversation" is typically used for this.

Important:

Make sure you only have one integration defined that applies for the same conversations. This means the combination of queue(s), direct calls and/or chats, and events. If you've configured multiple integrations that apply to the same conversations, the system only uses one of the configurations at a time. You can debug your integration to see which configuration is used.