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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
Messaging Services
Sinch Conversation API
Sinch Conversation API is the gateway to all conversational messaging channels your business is using.
Delivery notifications for sent messages

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
- Secrets manager
- Defining authentication policies
- Channel Settings
- Modules
- Messaging Services
  - Configuring Messaging Services
  - Sinch Conversation API
    Sinch Conversation API is the gateway to all conversational messaging channels your business is using.
  - Sinch WhatsApp Business API
    You can integrate Sinch WhatsApp Business API (formerly Wavy WhatsApp) as a messaging service.
  - Sinch SMS
    Sinch SMS allows you to send and receive SMS messages from and to your Sinch Contact Pro system.
  - 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.
  - Third-party SMS provider
  - Direct Facebook Messenger Integration
  - SAP Service Cloud (C4C) email integration
    Emails are uploaded from Sinch Contact Pro servers to the C4C servers and handled on the C4C side when you have the c4semail service configured.
  - 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.
  - SAP Emarsys integration
  - Social Channels 365
    SAP Social Channels 365 is a deprecated product.
  - Other SMS Integration
- 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.
- Personal data retention times
  You can define how long conversations, recordings, and 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

Delivery notifications for sent messages

Delivery status notifications for conversational messaging chats via Conversation API are supported. This means that agents see the following icons when their message has been:

sent

The message was successfully submitted to the messaging platform.
delivered

The message was successfully delivered to the recipient’s device.
read

The recipient has opened/viewed the message.

Note:

If there are layers in between Sinch Contact Pro and Conversation API (such as Chatlayer) this feature may not work.
Delivery status notifications for read events are not available for the SMS and Telegram channels.

The table below shows which integration methods support delivery notifications.


Integration method	Delivery notifications supported
Integrating conversational messaging channels to Sinch Contact Pro directly via Conversation API	Supported When you configure Conversation API and want to show delivery notifications in Communication Panel, choose the MESSAGE_DELIVERY trigger. For more information, see Callbacks .
Integrating conversational messaging channels to Sinch Contact Pro via Contact Offload	Not supported
Integrating conversational messaging channels to Sinch Contact Pro via Orchestrator	Supported When you configure Conversation API and want to show delivery notifications in Communication Panel, choose the MESSAGE_DELIVERY trigger. For more information, see Callbacks .
Integrating via Chatlayer (out-of-the-box integration)	Not supported