Integration interfaces

Event-driven integration framework

A new framework has been created for integrating Sinch Contact Pro with web services both externally and inside the system. This low-code framework makes it possible to trigger an integration based on a conversation event, such as when the conversation is accepted, transferred, or ended.

You can use the framework, for example, for the following scenarios:

• Fetch customer data from a customer data platform (CDP) or customer relationship management (CRM) system and show it to the agent in Communication Panel's extension area.

• Send a customer a customer satisfaction (CSAT) survey or send feedback after a conversation is over.

• Listen to conversation lifecycle events and receive conversation data from Sinch Contact Pro by using a webhook.

• Control the routing of conversations, for example, by assigning a required or preferred agent.

Event-driven integrations can be configured in System Configurator. Administrators can define:

• The URL of the web service (endpoint)

• The conversation events that trigger the integration

• The conversations in which the integration is used:

  • Direction: inbound, outbound or both

  • Direct conversations: calls and/or chats

  • Queues

• Credentials or access keys needed for request authentication

• Request building and response handling as JSON code

For more information, see the Event-Driven Integrations document.