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Integration configuration
Configure the integrations your service uses.
Setting up Customer Relationship Management (CRM) system integration
SAP Service Cloud Version 2 integration
SAP Service Cloud Version 2 email integration
Emails are uploaded from Sinch Contact Pro servers to the SAP Service Cloud Version 2 servers and handled on the SAP Service Cloud Version 2 side when you have the c4semailv2 service configured.

Integration configuration
Configure the integrations your service uses.
- Setting up direct Facebook Messenger integration
- Setting up Customer Relationship Management (CRM) system integration
  - SAP Service Cloud (C4C) integration
    Communication Panel can be embedded in SAP Service Cloud (C4C) Live Activity view.
  - SAP Service Cloud Version 2 integration
    - SAP Service Cloud Version 2 email integration
      Emails are uploaded from Sinch Contact Pro servers to the SAP Service Cloud Version 2 servers and handled on the SAP Service Cloud Version 2 side when you have the c4semailv2 service configured.
  - Setting up SAP CRM integration
  - Configuring ServiceNow
    Communication Panel can be integrated with ServiceNow user interface.
  - Configuring Salesforce
    Communication Panel can be integrated with Salesforce user interface. Supported application type is Lightning.
  - Configuring Microsoft Dynamics 365
    You can embed Communication Panel in Dynamics 365 Customer Service to use the call functions of Communication Panel.
  - Configuring responsive My Conversations view
    In addition to using the Communication Panel embedded in a CRM, such as SAP Service Cloud or Salesforce, it is possible to have Communication Panel open in another browser window and see an embedded My Conversations view in the CRM.
- Configuring Microsoft Teams integration
  With this integration, you can synchronize a user's status between Sinch Contact Pro and Microsoft Teams. When an agent's status in Microsoft Teams changes to Busy, their status in Sinch Contact Pro changes automatically to Not ready. When an agent is handling a call in Sinch Contact Pro, their status in Microsoft Teams changes automatically to Busy or Do not disturb, according to configuration.
- SAP Emarsys integration

SAP Service Cloud Version 2 email integration

Emails are uploaded from Sinch Contact Pro servers to the SAP Service Cloud Version 2 servers and handled on the SAP Service Cloud Version 2 side when you have the c4semailv2 service configured.

To enable the email upload, you must:

Add the service in System Management > Messaging Services:
- Type: c4semailv2
- Service Connection: Enter the tenant URL to which emails are loaded.
- Authentication ID: Enter the user ID of your SAP Service Cloud Version 2 account.
- Password: Enter the password of your SAP Service Cloud Version 2 account.
In System Management > Channels > E-Mail Channel > Extra Data Settings > Extra Data Included When E-Mail Allocated enter the value ObjectUUIDv2.

Using the responsive My Conversations view

You can have Communication Panel open in another browser window and see an embedded My Conversations view in the CRM. This view is responsive to the frame size available to Communication Panel. For more information, see Configuring responsive My Conversations view.