Communication Panel (CP)

The following changes and improvements have been made in Communication Panel.

WebSocket management

Communication Panel's WebSocket management has been improved for cases of network loss.

Link to new Dashboard

In addition to the Dashboard link for regular use, it's now possible to access the new Dashboard from Communication Panel user menu if admins have enabled Dashboard link in System Configurator. Note that the new Dashboard remains under development and should be used as a beta version until announced otherwise in a future release.

Listening to a call recording - added April 16 2025

There is no longer a Play Recording button that users click to listen to a call recording. Instead, you'll need to click the arrow at the beginning of the line. The recording will start playing automatically.

Call recording transcription and AI analysis (beta)

It's now possible to transcribe call recordings to text using AI. Users with listening rights to the recording can see the call transcript in Communication Panel. In addition, AI analysis shown in the Conversation details extension for calls, chats, and emails is now available through Sinch Contact Pro, which means you'll no longer need to have AI services of your own. If you're interested in trying out the beta release, please contact support.