Chat Improvements

The following changes and improvements have been made in chats.

Preferred and Required Agent via Conversation API

System integrators can now define a preferred and required agent retrieved from a CRM or other third-party source in an event sent from Chatlayer (or similar) to Sinch Contact Pro. For more information, see the Preferred and Required Agent document.

Ending Chat via Conversation API

To close a chat conversation, you can now send an end command (the event EndConversationRequest) from any channel via Conversation API. When Sinch Contact Pro receives the end command, the chat between an agent and a customer ends. And if configured in System Configurator, the customer sees the disconnection message.