Sending and Receiving Messages
E-Mails
The system handles e-mails. As any other contacts, such as phone calls or chats, e-mails may be placed in a queue to be allocated to agents. The outbound e-mails are stored in the database and sent to a SMTP server by the EMailSender component.
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The maximum size of received e-mails is 25 MB by default, and it can be adjusted in System Configurator for the entire system, or per queue in the E-Mail Settings of the queue. In practice, the accepted mail size can be smaller than the set number since binary attachments are encoded.
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The maximum size of the sent e-mail is 100MB, and the maximum size of one attachment is 10 MB, these values cannot be adjusted.
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Before SP07 all e-mail attachments were saved in database. As of SP07, it is possible to save the attachments in a folder, define that folder, and the minimum size for the attachments that are saved in the folder whereas the smaller ones are still saved I database. This is done in System Configurator .
SMS
The system enables sending and receiving SMS messages but that requires that either some third party hardware, or a specific service with an mobile operator is available. Sent messages are stored in the database, from where the SMS Server component sends them using a third party SMS modem. Incoming SMS messages are received from the SMS modem or service. Like e-mails, incoming SMS messages cannot be sent directly to agents, but only to contact center queues.
Instant Messaging
CDT users are able to send messages directly to other CDT users within the same system.
Chat
Sinch Contact Center supports customer chats initiated from a website and routed via queues to agents.
Third-Party Messaging Services
External messaging services such as Facebook Messenger and WhatsApp can be set up and used.