Sinch Community

In version 25Q1, CALL_ID (known as Group ID in Dashboard) and CallGUID (known as Conversation ID in Dashboard) have been swapped in the EDI framework. Please check your EDI configurations used for calls. If you're using these IDs in your call-related configurations, your integration will not work correctly.   Property JSON data type Description Reference syntax Example values ID string Unique routing leg identifier of the contact For emails, this is the same as Group ID. For example: Can be used as the contact identifier for the /contacts resource of CMI and RMI Can be used as the contact identifier for the /emails resource of CMI In Dashboard, this is known as Conversation ID {contact.id} 1166301942A6EE11B3ED58961D1810CC Group ID string Unique group identifier of the contact For emails, this is the same as ID. For example: Can be used as the group identifier for the /chats resource of CMI Can be used as the contact identifier for /emails resource of CMI In Dashboard, this is known as Group ID. {contact.guid} 5AB6E20342A6EE11B3ED58961D1810CC ... View more

Major browsers like Google Chrome, Safari, and Firefox are phasing out third-party cookies to prevent user tracking across multiple websites. For more information, see for example https://developers.google.com/privacy-sandbox/3pcd.   The deprecation affects especially customers who use Communication Panel embedded within a host application, like SAP Service Cloud for Customer (C4C) or Salesforce.   As a short-term measure, Sinch Contact Pro is participating in Google’s third-party deprecation trial from 24q2 cloud release onwards. On-premise will include the same in an FP20 hotfix.   The long-term plan is for 24q4 cloud release to migrate Contact Pro away from third-party cookie dependencies. The same update is planned for on-premise customers in a hotfix. Follow the Contact Pro community page for updates. ... View more

Integrating Communication Panel with your web application is now easier than ever before. Instructions on using the Communication Panel Control (CPC) library for the integration are available on the Sinch Contact Pro documentation site: Instructions on how to integrate CP with your web application API reference documentation CPC is an open-source JavaScript library for easier Communication Panel integrations. It abstracts the Communication Panel Third-Party Extension Messaging API and exposes its features and capabilities as a modern async API. CPC handles a lot of the heavy lifting for you, cutting down the development time needed for the integration. ... View more

Symptoms Launching CDT or Online Monitoring with HTTPS causes crash on Windows Server 2022.   Reason Sinch Contact Pro webclient module does not support HTTP/2 which is enabled by default in IIS 10 (Windows Server 2022).   Solution Disable HTTP/2 for HTTPS binding: Open IIS Manager on the server. Navigate to the website where CDT and Online Monitoring are served from. On the right side pane, click Bindings. Select row with type https. Click Edit. Click Disable HTTP/2. Click OK. ... View more

WhatsApp message templates allow businesses to use pre-created and approved templates to send structured messages to customers who have agreed to receive notifications.   To start a conversation with a customer on WhatsApp, you need to first send a template message. You can't start a conversation on WhatsApp by sending a freeform message. All templates must be approved by WhatsApp before you can use them. Please make sure that your templates comply with WhatsApp’s guidelines  .   Currently, templates can include text, multimedia content (PNG, JPG, MP4, PDF), and buttons. Multimedia files you add when creating a template are always variables, which means they're placeholders that users can replace when using the template.   Each template needs to belong to one of three categories: marketing, utility, or authentication.   Marketing templates are the most flexible – they aren't related to a specific, agreed-upon transaction. Instead, they may relate to the business and/or its products or services. These templates may include, for example: Promotions or offers Welcoming or closing messages Updates, invitations, or recommendations Requests to respond or complete a new transaction. Utility templates cover a specific, agreed-upon transaction. They either confirm, suspend, or change a transaction or subscription. Authentication templates enable businesses to authenticate users with one-time passcodes (usually 4-8 digit alphanumeric codes), potentially at multiple steps in the login process (for example, account verification, account recovery, or integrity challenges).   The template needs to also clearly serve a specific purpose in the selected category. A message template in the utility category could be, for example: “Hello {1}, online check-in for your flight to {2} is now available“.   You cannot create a message template that is empty or only contains placeholders.    ... View more

Symptoms An agent isn't automatically set as Not Ready although they haven't accepted allocated conversations from a queue.   Prerequisites You must have rights to modify the specific queue and the user settings template.   Solution You need to define the following settings:   Setting Location Read more Activate Not-Ready Status After No Response Queue Management > Queues > [Select the queue] > Client Settings Client Settings (cloud)    Client Settings (FP19)  Timeout for Contacts to be Picked or Rejected Queue Management > Queues > [Select the queue] > Contact Management Queue's Contact Management Settings (cloud)  Queue's Contact Management Settings (FP19)    Community post: Changing how long a conversation is offered in Communication Panel.   Note: This setting is found for both the channel and queue. However, when using automatic Not Ready status, the queue-level value must be defined and must be less than the one defined for the channel. Number of Offerings Before Activating Not Ready User and Role Management > User Settings Template > [Select the template] > Communication Panel Settings Communication Panel Settings (cloud)  Communication Panel Settings (FP19)  ... View more

Symptoms A conversation is offered to an agent for a too long or short time in Communication Panel.   Prerequisites You must have rights to modify the specific queue or channel.   Solution You need to change the time on either the channel or queue level. The setting is called Timeout for Contacts to be Picked or Rejected and an administrator can find it in System Configurator: for the channel: System Management > Channels > [Open the channel's settings] The channel level setting affects queue calls and direct calls. for the queue: Queue Management > Queues > [Select the queue] > Contact Management Read more about this setting in the System Configurator document:     Channel Queue Cloud Channel Settings (cloud) Queue's Contact Management Settings (cloud) On-premise Channel Settings (FP19)  Queue's Contact Management Settings (FP19)   Note: If you're using the automatic Not Ready status in Communication Panel, this setting must be defined on the queue level and the value must be less than the one defined for the channel. Read more about setting an agent automatically as Not Ready. ... View more

To create an entry point for customers to access your channels, you must create a widget and embed it on your website or landing page.   To create a widget: Go to  Settings > Project > Promotion Tools and find the Widget editor section. Click the Create new widget button. A popup opens showing the New widget window.   Give your widget a name, select which language the widget should be in, and select the active channels you want to include in the widget. You can select one or more channels. Select the type of the widget: Cube Card Chip If you selected the Webchat channel, your widget will automatically be created as a chip widget. Read more about widget types. Click Next. The popup proceeds to the Privacy policy window.  Select if your users have to agree to the privacy policy. Read more about the privacy policy. Click Next. The popup proceeds to the Optical adjustment window. Customize the widget as you wish in the color fields. If you're creating a chip widget that includes webchat and another channel, you can also select if you want to show a notification bubble. The bubble will show up in the chip icon after one second if the user hasn't yet clicked the icon to open the widget. If your channel selection didn't include webchat, jump to step 10. If you selected webchat, click Next. The popup proceeds to the Webchat settings window.  In the Webchat settings window, you can define: Greeting in chat: Add an optional greeting text that will be sent to the customer when they open the webchat window. Button display delay: Choose the delay in seconds for the chip widget to be loaded on your website. By default, the delay is one second. Open chat window automatically: Choose if you want the chat window to be opened automatically on your website. Don't display chat outside available hours: Choose if you want the chat window to be accessible outside of the working hours defined for the Webchat channel. Configure your own color and size: Customize your chat window as you wish – width, height, and colors. Click Save. Finally, you will receive an HTML snippet that you need to integrate into your website. You can choose between an iframe and script integration. You can copy this to the clipboard and then add it to your website. To save your widget, click Done. Tip: You can also find the HTML snippet in the widget list by clicking the three dots on the left side of the widget    and selecting HTML snippet.     ... View more

A widget is a customizable web component that includes the entry point to your channel(s). You can embed it on any website or webpage that you own.    There are three types of widgets available in Sinch Engage: Chip Note: If you select the Webchat channel when creating a widget, your widget will automatically be created as a chip widget. Read more about connecting your Webchat channel. Cube   Card For each type of widget you can personalize: style (color, size, padding) channels language See also: Create a widget Promotion tools overview ... View more

Release dates for Sinch Contact Pro 23Q1 have changed. New release dates are:   Release To Test (RTT) March 28, 2023 Release To Customer (RTC)  April 15, 2023   You can find all planned release dates of cloud versions in 2023 in the Release Schedule (sinch.com). ... View more

You can send a message to a selected audience either by creating a newsletter or through the All customers view.   To send a message to an audience in the All customers view: Go to Customers > All customers. Click the filter button  and select the audience you want. To create and send a WhatsApp message to all customers in the audience, click the send button next to the filter button. A popup opens for selecting and configuring the template for the message. Select the template and the language of the template you want to use. If there are body variables in the template, enter the dollar sign $ and select the customer property to use in the variable. Select the checkbox to confirm and click Submit.   See also: Create a newsletter ... View more

An Engage account can include one or more projects, each of which can include several unique channels.     What does it contain? Can there be several? Account Users and skills No Project Data of your customers   Set of applications, data, and configuration settings, such as auto-routing     A user has access to one or more projects.   All conversations are shared within a project but managed in their channels. Yes, use several projects to separate concerns between teams, units, interests, brands, or languages. To create more than one project, please contact Sinch. Channel Messaging app your customers use for sending you messages   Your channels have a communication region which means the location of the connection between Sinch Engage and the messaging apps. Currently, the available regions are EU (Europe) and US (United States). The region affects latency as well as the legislation applied to your data. To change the region, send a request to our support.  Yes, there can be several different channels but only one of each.     Learn how to set up each channel with the Channels page: Connect WhatsApp Connect Facebook Messenger Connect Instagram Connect Telegram Connect Viber bot Connect Apple Messages for Business  Connect WebChat To connect Viber Business Messages, contact Sinch Engage support. ... View more

Note: This article is intended for customers who have access to the following options in the Campaigns menu: Newsletter and Settings options. If in the campaigns menu you see All campaigns, Analytics and Settings options, check out this other article. Before creating a newsletter: Configure the channels through which you want to send the newsletter. Configure the audience that will receive your newsletter.  Create and approve a message template. WhatsApp reviews and approves message templates to guarantee that they are in compliance with the WhatsApp guidelines. Learn to create a WhatsApp message template. To send a message template: Go to Campaigns > Newsletter. In the Content panel's Content type field, choose Message by template.   Template message   Select an audience for your newsletter. The available audiences are defined in Customers. In the Notification template field, select the template you want to use.  Select the template language. If the template includes: media: Upload the file you want to use. All customers will receive the same file. body variables: Either enter the text you want to use in each variable for all customers or replace the body variable with a customer property, such as customer name. To use a customer property, type "$". The list of customer properties opens. Select the property you want to use. The available customer properties are configured in Customers. Check the message content in the preview below the fields. To save your newsletter and continue editing later, click the Actions button and select Draft. You can see the newsletter in the Draft panel. When your message is ready, click the Actions button and select: Schedule if you want to schedule the newsletter for sending later You can see the newsletter in the Scheduled panel. Publish if you want to send the newsletter right away You can see the newsletter in the Published panel.   See also:  Message types: freeform message and message template Create a newsletter based on a freeform message Create a WhatsApp message template Newsletter overview    ... View more