Configuring Chat Settings

You configure these settings so that agents can attach rich content to outgoing chat conversations that arrive through supported messaging systems and to disable WhatsApp opt-in checks when handled by another system.

You need rights to modify the following services:

  • Attachment Service for settings Chat Attachment Location and Public Base URL for Chat Attachments

  • Chat Service for settings Max. Attachment File Size (MB), Allowed File Types and Retention Time for Public Attachments

Note:
You may not be able to update all of these settings. If you need any changes, contact Sinch.
  1. On the System Configurator main screen, choose System Services > Chat Settings.
  2. Configure the settings according to the following tables.
    Table 1. File Type Settings
    FieldDesription

    Max. Attachment File Size (MB)

    Define the maximum size for an outgoing attachment.

    Allowed File Types

    Enter the extensions of supported file types for outgoing attachments.

    Use a comma (,) or a semi-colon (;) to separate them. For example:

    pdf, gif, mp4

    The field in case-insensitive.

    Note:
    File types may be limited per Conversation API channel.

    If you change the values in File Type Settings, they take effect according to the configuration in System Management > Channel Settings > Contact Center > Update Interval for User's Configuration Data.

    Table 2. File Location Settings
    FieldDescription

    Chat Attachment Location

    The local folder for attachments

    Public Base URL for Chat Attachments

    URL that points to the SMS Server instance and is used to create a public URL for publishing attachments to messaging applications.

    The URL is of format: https://login-[region].cc.sinch.com./[tenant]/sms/richcontent

    Retention Time for Public Attachments

    Define the time how long the public base URL is accessible.

    Table 3. Sinch Conversation Settings
    Field Description
    Let Contact Pro Manage Opt-Ins for WhatsApp Use If you want Sinch Contact Pro to handle WhatsApp opt-ins, select Let Contact Pro Manage Opt-Ins for WhatsApp Use. If you deselect this, you take full responsibility for maintaining customer opt-ins elsewhere and Sinch Contact Pro assumes every customer has a permanent opt-in. When opt-ins are disabled, an agent can start a conversation with any WhatsApp number from Communication Panel and the system only checks whether the 24-hour window is open.
    Use Number Routing

    Use this option with Sinch Conversation API when you have multiple SMS accounts in the same Sinch Conversation API app. When this option is enabled, routing is done based on the number and app ID.

    This is only supported for SMS, MMS, and XMS channels.

    When you use this option, the SMS queues must be 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
  3. Save your changes.