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 ().
Event-driven integrations can be used for chats, calls, and email channel conversations (emails, action items, XRI tasks). However, outbound campaign calls and callback queue calls aren't supported.
You can use the framework, for example, for the following:
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Send a customer a customer satisfaction (CSAT) survey or send feedback after a conversation is over.
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Control the routing of conversations, for example, by assigning a required or preferred agent.
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.
When using the examples that connect to third-party AI services or any other third-party service, please be aware that these services are not operated by Sinch, and we do not guarantee their availability or performance. Data processed through these services is handled outside of the Sinch Contact Pro environment, so it is important to review their privacy policies and data retention practices, and to ensure your use complies with applicable laws and regulations, including GDPR. Sinch support is limited to the integration process within the Sinch Contact Pro product. Any service-specific issues should be directed to the third-party support team.