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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.
Integration with Sinch Contact Pro and Chatlayer via Orchestrator

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
- Secret manager
- Defining Password and Session 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 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

Integration with Sinch Contact Pro and Chatlayer via Orchestrator

The Orchestrator, an integration component from Sinch, offers a method for connecting Chatlayer with Sinch Contact Pro. This integration method resolves many of the limitations found in the standard handover from Chatlayer bot to a live Sinch Contact Pro agent:

Chatlayer can be configured as an independent module in front of Sinch Contact Pro.
Conversations handed over from Chatlayer keep their original subtype. For example, a WhatsApp chat will correctly appear as a WhatsApp chat in Sinch Contact Pro, not as a generic chat.
With Conversation API based channels, rich media such as images, videos, and PDF documents can be exchanged between the customer and the agent.
Any Chatlayer variable can be sent as Conversation Attached Data (CAD) to Sinch Contact Pro.
Chatlayer can define preferred or required agent in Sinch Contact Pro for the handed-over conversation.
Once the live agent chat in Sinch Contact Pro is ended, the conversation is automatically handed back to Chatlayer.

The Orchestrator integration method is currently available in the EU and US regions. To implement this solution, contact Sinch. The Orchestrator will eventually replace the existing handover method. Existing customers will be migrated.