Miscellaneous Improvements
This section lists changes to the existing functions and features.
SAP Service Cloud Integration
Sinch Contact Pro sent all messages to C4C as type chat when there was an email format address and no phone number. But now message is used for social channels and chat type only for text chats and video chats.
Microsoft Dynamics 365
Customer identification for SMS and WhatsApp channels is now supported. When an agent accepts an incoming WhatsApp or SMS message in Communication Panel integrated inside Microsoft Dynamics, the contact is searched in Dynamics using the WhatsApp or SMS phone number and displayed to the agent.
SAP Emarsys Integration
SAP Emarsys Integration
Customer reply messages from an SAP Emarsys campaign can be handled in Communication Panel. The target contact list is exported in CSV format from SAP Emarsys, and a WhatsApp campaign message can be sent to these contacts via the Sinch Campaigns tool.
When a customer clicks an option in the WhatsApp campaign message, the conversation is routed to a live agent who can continue the conversation with the customer. In the extension area, the agent can see the customer details from SAP Emarsys as well as Sinch Campaigns information that was used to create the initial campaign message.
SAPUI5 Update
The SAPUI5 framework used by Communication Panel, Launchpad, and Data Protection Officer (DPO) Tool has been updated to version 1.71.57. SAPUI5 is now fetched from ui5.sap.com instead of sapui5.hana.ondemand.com.