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 be used for chats, calls, and email channel conversations (emails, action items, XRI tasks). However, callback queue calls aren't supported.

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

• Fetch customer data from a customer data platform (CDP) or customer relationship management (CRM) system and show it to the agent in Communication Panel's extension area.

• Send a customer a customer satisfaction (CSAT) survey or send feedback after a conversation is over.

• Listen to conversation lifecycle events and receive conversation data from Sinch Contact Pro by using a webhook.

• Control the routing of conversations, for example, by assigning a required or preferred agent.

• 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.

• 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.

• Check if the destination queue of the conversation is closed or has no serving agents, and transfer the conversation to an overflow queue.

With EDI, you can:

• Catch the campaign call result and use it for further actions, such as sending a customer satisfaction survey.
• Delay request execution so that, for example, a feedback survey isn't sent immediately after a conversation has ended.