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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
  Sinch Contact Pro’s Microsoft Teams integration synchronizes agent presence between Communication Panel and Microsoft Teams. This helps prevent agents from receiving overlapping calls across systems.
- 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.