Discover
What’s New 22Q4

Informs administrators of new features, improvements and corrected defects in the new release

What’s New 22Q3

Informs administrators of new features, improvements and corrected defects in the previous release

What’s New 22Q2

Informs administrators of new features, improvements and corrected defects in the previous release

What’s New 22Q1

Informs administrators of the features, improvements and corrected defects in the previous release

What’s New Archive

Collects What's New documents from older releases

Service Description

Describes the software and services a customer receives when purchasing the Sinch Contact Pro system

Security Guide

Assists DPOs in securing their Sinch Contact Pro system

Release Schedule

Presents the planned release schedule of Sinch Contact Pro cloud

Reporting and Monitoring Data Replication

Gives an overview of the reporting and monitoring data replication feature

Configure
Service Configuration

Instructs administrators in setting up channels (calls, email, chat, social media), configuring users, queues, and integrations

System Configurator

Instructs administrators comprehensively in setting up Sinch Contact Pro applications and features

Operation Guide

Describes prerequisites and steps required on workstations when starting to use Sinch Contact Pro applications

MS365 Mail Server (OAuth User) and MS365 Mail Server (OAuth Server)

Instructs in using OAuth for authenticating requests when fetching emails from Microsoft 365 mail server

Facebook Messenger Integration

Instructs in integrating Facebook Messenger

IVR Development Guide

Extends the instructions available in the System Configurator guide on creating IVR applications

Reporting Data Guide

Describes the contents of the reporting database for Sinch Contact Pro to help out when implementing a reporting solution

Monitoring Data Guide

Describes the contents of the monitoring database for Sinch Contact Pro to help out when using the monitoring data replication feature

Disruption Management

Describes the disruption management feature in Sinch Contact Pro and instructs in setting it up

E911 Emergency Location Guide

Instructs in configuring and using the emergency location feature in the US.

Use
Communication Panel

Instructs agents in using Communication Panel, a web-based application for managing customer conversations in Sinch Contact Pro

Dashboard

Instructs agent team leaders in monitoring Communication Panel agents, queues and service levels in the Dashboard application

Monitoring and Reporting

Instructs agent team leaders in monitoring Communication Panel agents, queues and service levels in the Online Monitoring application, and describes different reports available in the SAP BusinessObjects application on Communication Panel agents, queues, volume, scripts and outbound campaigns

Standard Reports Guide

Describes the columns used in reporting and explains how service level is calculated

Integrate
API documentation

Instructs in accessing Sinch Contact Pro core functionalities

Chatbot integration types

Presents the options for integrating a chatbot into Sinch Contact Pro