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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.
Message quoting

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

Message quoting

Sinch Contact Pro supports quoted messages. This means that when customers use the Reply option in conversational messaging apps when replying to an agent's message, the quoted message is shown to the agent in Communication Panel.

Customers can also quote a message, which is an attachment, such as PDF or MP4, and the agent sees the original message as such. For longer messages the beginning of the message is shown. Quoted messages are also shown in the conversation history in Communication Panel.

As messages from conversational messaging apps come via Conversation API, note the following:

This is supported for messages sent from WhatsApp, Instagram, or Facenbook Messenger.

Note:
Quoting messages on Instagram that include media, such as images, audio, or PDFs, is not supported.
When you configre Conversation API, you also need to choose the MESSAGE_DELIVERY trigger so that quoted messages will be shown in Communication Panel.
Message quoting is supported only on the customer side.
It's possible to quote only agents' messages. If the customer quotes their own messages, prompt messages, or error messages, these quoted messages are not shown in Communication Panel.
Message quoting is supported for messages that are not older than 3 days.