Sinch Community

The following links provide access to useful STIR/SHAKEN information: FCC STIR/SHAKEN Announcements  Service Provider Certification Process  iconectiv Certificate Authority (CA) Service Provider Registration  Neustar Certificate Authority (CA) Service  STIR/SHAKEN Authorized Providers. ... View more

Read the following article to. learn more about the comprehensive range of Sinch SDKs:  Sinch SDKs Overview. ... View more

Alternate Way to Configure Call Park and Retrieve in the Customer Administration Portal   Setting Up One-Touch Park   You will need additional seats to set up as Park locations. Create an order with 2 Premium seats (with no device) called Park 1 and Park 2. You can create more than two park locations if you want, but bear in mind there is a monthly recurring charge associated with each one. Turn on Automatic Hold/Retrieve in the portal for each park location (Park 1 and Park 2): Add Busy Lamp Fields on every seat upon which you would like access to one-touch park for each park location:   Repeat this process for every extension that will use the park locations. Using One-Touch Park (with Video Embed Code) With an active call, transfer it to one of the park locations You must use the LINES softkey to perform this transfer (see video) Then, retrieve the parked call from any other phone with the park locations enabled. Watch the video below - to learn how:   ... View more

Entering a Residential Order in Atlas   In the Sales Orders tab Atlas, your Sales team can Create and submit new sales orders, Modify existing proposals and sales orders, Attach documents, Upload or download documents, check on the status of recent activities, including expiring proposals as well as existing orders, and search for proposals or orders by name, number or customer contact.   Begin the Sales Proposal Make sure you’re starting in the Sales Orders tab.  To start creating a new proposal, start in the Proposals module. Click the New Proposal button on the right side of the module’s title bar When the dialog box opens, select New for Customer Type, then select Residential for Order Type (if shown) and click Proceed In the Check Service Availability screen, enter the required name and contact information and click Continue. The contact whose information is entered here will be the default recipient of all communications, unless specifically modified on later screens Note: If the address you entered does not match one of the options provided, verify the address using the USPS zip code tool before choosing. Select and Add Products to the Proposal     Click the Select Product drop-down arrow to select products. Use the up and down buttons on the right to select a quantity. Press Add Product to add the number of the give service to the order. Complete Order Details At the top, select the appropriate Time Zone with the drop down menu. Fill out any user details such as name and email address is it differs from the first user entered. Complete Device Details By default, an ATA will be added to the order. If you are providing or the customer has this ATA, select Customer already has this device radio button and enter the MAC ID If the customer will be using a device other than the model listed, select Customer doesn't need device radio button. Send the Proposal/Order Press CONTINUE after you have selected taxes and shipping A service summary of your proposal will appear  To create a proposal that will be sent to the customer for review and approval: Click Create Proposal  An email with an attached PDF of the service summary will appear. Use the editing tools provided to revise the email message, if desired. You may attach additional documents, if desired. Documents uploaded to Document Repository will be listed with an option to attach. When you are finished, click Send Proposal. Your proposal will appear in the Proposals module with Proposal Sent as the stage Your customer receives the emailed proposal, which includes a link to VIEW the proposal. When the customer clicks that link, a proposal summary page will appear, and the proposal’s stage becomes Proposal Viewed. After reviewing the proposal, the customer can click Accept Proposal or Decline Proposal.   ... View more

Ordering new devices for existing customers   To order a new phone, simply go to the Sales Order form of Atlas and filter on EXISTING customer, create the order for the phone requested and submit for processing. ... View more

How to forward calls to Hunt Groups and seats in the Customer Administration Portal   To enable call forwarding, follow the instructions below:   Hunt Groups   Hunt groups have a call forward setting available on the right side of the Hunt Group configuration window:   In the Customer Administration Portal, select Enterprise Services Select Hunt Groups Locate the Hunt Group you wish to affect and click Edit On the top right side of the new window is a section labeled Call Forwarding Options Enter the number or extension where you would like to forward the calls in the Destination Number field. This can be a ten digit number outside of your network or an internal extension. You can also set how many seconds the users have to accept the call in the field above. This has to be a positive value, but 1 second will virtually forward it instantly. Save at the bottom and the changes will apply immediately:   User Seats   Seats have a variety of call forwarding options available to them:   In the Customer Admin Portal, select Locations, then the appropriate location (or all locations) Select the seat you wish to adjust and press Edit Go to the Incoming Calls tab in the Manage Phone System window that just opened Find the appropriate Call Forwarding condition and turn the slider on Input the destination number or extension Save to apply these changes:   Call Forwarding Conditions   Call Forwarding Always Diverts the call to the destination number immediately upon presentation. Call Forwarding Busy Diverts the call only if the line is busy (handling three concurrent calls, or is in Do Not Disturb mode). By default this will go to the Busy greeting of the voicemail. Call Forwarding No Answer Diverts the call if it is not answered within the designated number of rings. By default this will go to the No Answer greeting of the voicemail. Call Forwarding Not Reachable Diverts the call if all established endpoints for the seat are offline. You can learn more about Call Forwarding Not Reachable in our Disaster Management article.   ... View more

The following FAQs provide information about the RCS Agent Registration, Verification and Launch processes:   If a company has multiple brands under them, do they need multiple RCS Agents?   It is usually recommended that each brand have its own RCS Agent. The branding and verification elements of RCS Business Messaging is one of its features. Unique agents are often recommended for the same brand in different countries as well since the contact information (phone number and URL) are part of the RCS Agent.     What is the relationship of a short code/long code to an RCS Agent?   In most cases each short code/long code a brand has will be matched to an RCS agent. Those numbers will be used to send SMS messages to devices that do not support RCS.   If a brand chooses to combine the use cases from multiple short codes into a single RCS agent if a consumer opts-out of one program the opt-out will be effective for all programs unless they opt back in.     Can a brand be signed up and use multiple vendors/aggregators?   A single RCS Agent can only be used by one RCS aggregator. An RCS Agent can be migrated from one provider to another by Google and will require downtime.   A business can have multiple RCS agents registered with a single aggregator or with multiple aggregators. In some regions a brand can have multiple agents with the same name but in others this is not allowed by the carriers. A brand can have multiple agents if they are uniquely named i.e Sinch, Sinch Marketing, Sinch Demo.     What is the verification and review process?   Before an agent can be launched it needs to be approved by Google and/or the carriers. The process for this varies depending on who needs to approve the agent. Different carriers have different guidelines. In all cases information about the agent experience including how customers opt in and out and the types of interactions they will have with the agent must be provided. Previews of the agent in the form of videos are also required. Google and/or the carriers will confirm the agent conforms to all relevant rules and policies. For the verification process Google and/or the carriers will confirm that the agent is really managed by the brand and that the branded elements are correct. In some cases, they will confirm that the brand gives Sinch permission to launch. Sometimes the name of a reseller partner can be referenced instead of Sinch, but this is not supported on all carriers.   Note: Sinch or any other company cannot verify an agent on behalf of a brand – the brand must be involved in the process.   For more information reach out to your Sinch Account Manager or contact Sinch. ... View more

Rich cards combine elements into a single message – they must include an image or a video and can also include a title text, description and up to 2 suggested replies and/or actions. Up to 10 Rich Cards can be sent together to create a carousel of options.   What are the size requirements and best practices for sending rich files?   The maximum size of a file that can be sent through RBM is 200MB, it is recommended that smaller files be sent whenever possible.   Rich Cards can be vertical or horizontal: Vertical rich cards display horizontal media at the top of the card. Horizontal media should have an aspect ratio of 2:1, 16:9, or 7:3. For media with a 2:1 ration the optimal resolution for the media is 1440x720 px with a maximum recommended file size of 2 MB for images and 10 MB for video. The optimal resolution for the thumbnail is 770x335 px with a recommended file size of 40 kB and a recommended maximum size of 100 kB. Horizontal rich cards display vertical media on the left or right side of the card. Vertical media should have an aspect ratio of 3:4. The optimal resolution for the media is 768x1024 px with a maximum recommended file size of 2 MB for images and 10 MB for video. The optimal resolution for the thumbnail is 250x330 px with a recommended file size of 40 kB and a recommended maximum size of 100 kB. The media in Rich Card Carousels horizontal and should have an aspect ratio of 4:3. The optimal resolution for the media is 960x720 px with a maximum file size of 1 MB for images and 5 MB for video. The optimal resolution for the thumbnail is 605x452 px with a recommended file size of 40 kB and a recommended maximum size of 100 kB. Media in rich cards must fit into one of 3 heights. If the media doesn't fit the dimensions the height of the media preview is chosen by zooming and cropping. Short: 112 DP Medium: 168 DP Tall: 264 DP. For information refer to the best practices from Google. ... View more

Suggested actions use built in functionality of their device to support actions outside of the message. Suggested Actions include dialling a number, sharing or viewing location or url and creating a calendar event.   When a user taps a Suggested action button information is posted back to Sinch for to enable customers to understand actions taken by users.   The text in a suggested action button can be up to 25 characters long.   Does tapping on a Suggested Action button turn a message into a conversation? No, tapping on a Suggested Action button does not create a conversation. A conversation is only created when a customer sends a message back to the brand by typing in a message or tapping a Suggested Reply button.   What are Suggested Reply Buttons? Suggested replies make it easy for a user to reply to a message without typing. When they tap the button, a message is sent back to business. The text in a suggested reply button can be up to 25 characters long.   How many suggestion buttons can I send at once? Up to 11 actions can be sent at one time. When the next message is sent the list of actions will disappear.   For more information on RCS, visit the Sinch RCS product page. ... View more

ASPs or CSP can partner with Sinch as resellers of RCS messaging. Each brand the reseller works with will need to have their own RCS agent.   To register an RCS Agent, the ASP/reseller needs to provide the brand’s information to Sinch so that the agent can be registered. Additional tools including the Dashboard and Provisioning APIs are being developed to better support them.   In some when an agent is submitted for verification Sinch will be visible to the brand as the aggregator.   For more information reach out to your Sinch Account Manager or contact Sinch. ... View more

Yes, a chatbot using AI or NLP can be used in RCS.   For more information on chatbot builder products, visit the Sinch Chatlayer page. For more information on RCS, visit the Sinch RCS product page. ... View more

Yes you can segment and personalize RCS messages or part of an RCS message can be personalized by CRM platforms and integrated data sources.   For more information on RCS, visit the Sinch RCS product page. ... View more

A mobile user’s location is not passed automatically to the business.   A business can ask for a consumer's location using the Request Location action. The mobile phone user must tap the button (chip) and then share their location, it is not sent automatically. ... View more