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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 social channels your business is using.
SMS

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
  - Configuring Messaging Services
  - Sinch Conversation API
    Sinch Conversation API is the gateway to all social 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
  - 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 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 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

SMS

One Sinch Conversation API app can have multiple SMS numbers configured. If you enabled several numbers in one Conversation API application, take into consideration that by default Sinch Contact Pro routes incoming chats (such as SMS) based on the Sinch Conversation API application ID and doesn't check the destination number. This leads to a situation in which you can't separate the SMS numbers in Sinch Contact Pro, and all MO (mobile originated) messages arrive to the same queue and you can't be sure what number is shown to customers when agents reply.

With configuration you can enable enhanced routing logic to take into account the destination number. This enables different SMS numbers to go into different queues based on a destination number and customers see a correct sender when an agent replies.

Figure 1. Routing based on number

To use this function,

Go to System Services > Chat Settings > Sinch Conversation Settings and enable the setting Use Number Routing.
Configure the queues in the following format:

[APP_ID].[number]@sms.sinchconversation.com

where number is in the international format without the plus (+) sign: 01HFHFHFHFHFHFHFHFHFHFWG36.461234567@sms.sinchconversation.com