Chats

Rich content such as images, video and PDF can be attached to chats on channels that support them. This means that agents can add such attachments to and receive them in chat conversations. The following table lists which chat options support rich content and other functions they support.

Chats originating from Supported functions
Sinch Contact Pro Visitor Chat client (web chats)
Conversation API
  • rich content such as attachments, images, and files
  • metadata
  • customer display name
  • Sending an end command to close a chat conversation
  • For channel-specific functions, see Sinch Conversation API .
Chatlayer

Chatlayer can be connected in three different ways, each with its own nuances.

  • Agent-bot integration

    Chatlayer bot acts as an agent and can be assigned to any Sinch Contact Pro chat queue. The chat visitor client-side in such a case is Sinch Contact Pro web chat. Supported features are text, links, and interactive content.

  • Offload via Sinch Contact Pro ECF Visitor Web Server

    Chatlayer offloads the conversation to Sinch Contact Pro once handover has been decided. Supported features are text and links.

  • Offload via Sinch Contact Pro SMS Server

    Chatlayer offloads the conversation to Sinch Contact Pro once handover has been decided. Supported features are the same as with chats via Conversation API.

For more information, see Chatlayer documentation .

Chat settings

The attachment-related chat settings are for social chats. For more about social channels, see Sinch Conversation API.

To support rich content in chat, you must configure chat attachment settings in System Services. All of the attachment-related settings, except Chat Attachment Location which defines the location of both incoming and outgoing attachments, affect only outgoing chat attachments. The incoming attachments, for example their size and type, are controlled by the social channel from which they are sent.

This is also where you can disable WhatsApp opt-in checks in Sinch Contact Pro if you are using another system to handle WhatsApp opt-ins. This means that you take full responsibility for maintaining customer opt-ins elsewhere and Sinch Contact Pro assumes every customer has a permanent opt-in. When opt-ins are disabled, an agent can start a conversation with any WhatsApp number from Communication Panel and Sinch Contact Pro only checks whether the 24-hour window is open.