Home
System Management
Configuring number ranges, authentication policies, links between modules (also viewing modules installed into the system), module-specific services, messaging Services, personal data retention times, channel settings, system languages, and custom prompt languages
Event-driven integrations
You can use the event-driven integration (EDI) framework for integrating Sinch Contact Pro with web services both externally and inside the system.
Examples
See configuration and JSON code examples of using EDI in various situations.

System Management
Configuring number ranges, authentication policies, links between modules (also viewing modules installed into the system), module-specific services, messaging Services, personal data retention times, channel settings, system languages, and custom prompt languages
- Managing Number Ranges
- Defining Password and Session Policies
- Channel Settings
- Modules
- Messaging Services
- Event-driven integrations
  You can use the event-driven integration (EDI) framework for integrating Sinch Contact Pro with web services both externally and inside the system.
  - Overview
    You can use the event-driven integration (EDI) framework for integrating Sinch Contact Pro with web services both externally and inside the system.
  - Configuring an event-driven integration
    You follow this procedure to configure integrations using the event-driven integrations framework.
  - Configuring a JSON request
    In the table, you'll find the basic building blocks available for configuring your request.
  - Configuring JSON response handling
    If you are adding an integration that also needs to return a response to Sinch Contact Pro, you can find the options for configuring how the JSON response is handled in the tables below.
  - Debugging your integration
    To check what your configuration returns, you can add debugging data in the configuration to be shown in Communication Panel's extension area as conversation attached data (CAD) .
  - Examples
    See configuration and JSON code examples of using EDI in various situations.
    - Fetch data from an external system and show it to the agent
      In this example, we'll fetch customer data from an external system that can be, for example, a customer data platform (CDP) or customer relationship management (CRM) system.
    - Listen to conversation lifecycle events
      In this example, we'll listen to conversation lifecycle events and receive conversation data from Sinch Contact Pro by using a webhook.
    - Control the routing of conversations
      In this example, we'll route a conversation based on the following data:
    - Send a customer a satisfaction (CSAT) survey
      In this example, we'll send a customer a satisfaction survey after a WhatsApp conversation is over.
    - Fetch customer data and use it on set operations based on a condition
      In these examples, we'll fetch customer data from an external RESTful web service and set a preferred / required agent, queue, or priority based on a condition applied to the data.
    - Analyzing an email with ChatGPT and saving the analysis as CAD
      In this example, we'll use ChatGPT to analyze an email message, suggest a draft reply, and save the result so the agent can see it in Communication Panel.
    - Send a message to the customer after a campaign call
      In this example, we'll send a message to the customer after a campaign call.
    - Check queue availability when a conversation is received
      In this example, we'll check if the destination queue of the conversation is closed or has no serving agents. In this case, we'll transfer the conversation to an overflow queue.
- Personal Data Retention Times
  You can define how long conversations and Outbound campaigns are stored in the system in System Management > Personal Data Retention Times. After the retention time, all data is anonymized or deleted.
- System Languages
- Priority

Examples

See configuration and JSON code examples of using EDI in various situations.

Fetch data from an external system and show it to the agent

Listen to conversation lifecycle events

Control the routing of conversations

Send a customer a satisfaction (CSAT) survey

Fetch customer data and use it on set operations based on a condition

Analyzing an email with ChatGPT and saving the analysis as CAD

Send a message to the customer after a campaign call

Check queue availability when a conversation is received