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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
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.

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.
  - 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 a JSON response
    If you are adding an integration that also needs to return a response to Sinch Contact Pro, you can find the options for configuring the JSON for the response in the tables below.
  - Example: 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.
  - Example: 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.
  - Example: Control the routing of conversations
    In this example, we'll route a conversation based on the following data:
  - Example: Send a customer a satisfaction (CSAT) survey
    In this example, we'll send a customer a satisfaction survey after a WhatsApp conversation is over.
  - 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) .
- 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

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.

This low-code framework makes it possible to trigger an integration based on a conversation event, such as when the conversation is accepted, transferred, or ended. You only need to configure the integrations in System Configurator (System Management > Event-Driven Integrations).

Event-driven integrations can only be used for chats and calls. However, outbound campaign calls and callback queue calls aren't supported.

You can use the framework, for example, for the following:

Note:

EDI uses the term "contact" when referring to inbound or outbound interactions with customers. In Sinch Contact Pro applications, the term "conversation" is typically used for this.

Important:

Make sure you only have one integration defined that applies for the same conversations. This means the combination of queue(s), direct calls and/or chats, and events. If you've configured multiple integrations that apply to the same conversations, the system only uses one of the configurations at a time. You can debug your integration to see which configuration is used.