The back-and-forth sending of messages between Sinch Engage and a customer. It is started either by a message being sent from Sinch Engage, or by the customer initiating a conversation with the company. A conversations ends either when an agent ends it or when no messages have been sent for a defined period of time.
The part of Sinch Engage where all conversations that should be managed by a human agent are handled. It includes viewing, responding to, and assigning conversations.
Used for storing additional information about a customer in addition to name and number. They are used both for agents to know more about the customer they are chatting with and for segmenting audiences when sending campaigns.
Defines a set of channels and related configuration. Conversations, chatbots, campaigns, customers, and all related data is unique for a project. An account has one or more projects. Multiple projects are used to separate concerns between teams, brands, or languages.
A person that uses the Sinch Engage platform and logs in with unique credentials. Each user has a specific role that defines access rights - admin, dispatcher, agent, or editor. A user has access to one or more projects.
To start a conversation with a customer on WhatsApp, you first need to send a WhatsApp message template. You can't start a conversation by sending a free form message. All WhatsApp message templates must be approved by Meta before they can be used.