Miscellaneous improvements
This section lists changes to the existing functions and features.
Message quoting
Contact Pro now shows if a customer has included parts of the agent's previous message in their current message when sent from WhatsApp, Instagram, or Facebook Messenger.
For more information, see Sinch Conversation API.
Reply template variables
Sinch Contact Pro variables are now supported in WhatsApp templates.
Custom fields in SAP Service Cloud for saving call transcript
It's now possible to use custom fields in SAP Service Cloud to store AI analysis and call transcript data. The names of the custom fields must be configured in the event-driven integration used for call transcription. For backward compatibility, AI analyses can be still stored in the Notes field on the customer's timeline view as before.
Chatlayer voice bot integration: automatically creating a SAP Service Cloud ticket or SAP Service Cloud version 2 case
Creating a ticket into SAP Service Cloud or a case into SAP Service Cloud version 2 from a Chatlayer voice bot is now possible. The Chatlayer voice bot greets callers and conversationally gathers the details of their issue. The bot automatically creates a new case or ticket in SAP Service Cloud or SAP Service Cloud version 2, identifying the customer by their phone number. If the call is transferred to a live agent, the newly created ticket instantly appears on the customer's timeline. This gives the agent immediate context and automates the ticket creation process fully, saving valuable time.