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As part of our ongoing service improvements to support our customers, we will migrate our Contact Pro customer portal to a new cloud platform on October 24, 2025, starting at 11:00 am UTC. This impacts the customer portal currently available at https://tickets.sinch.com/plugins/servlet/desk/portal/59.   The URL to the portal will change following the migration. We will inform you of the new URL for the new ticketing portal as soon as it is available, earliest on Monday 27th. During the migration:   You cannot place tickets via Contact Pro customer portal. There will be an emergency number which you can use to inform of critical incidents (Very High tickets). The number is +358 10 430 4309. The number will not be available after the migration is finished. We kindly ask you to place all other tickets via the new ticketing portal after the migration is done. This will be Monday 27th at the earliest. After the migration:   A banner will be shown on the current portal with the link to the new cloud portal. You will be asked to reset your password on first login to the new portal. You can find the instructions attached to this article. When entering the new portal, you need to search for Contact Pro (or Sinch Contact Pro) from the portal view and select it to create a ticket.   If you have any questions related to the migration, please contact our Contact Pro Support team via the current portal address until 24th of October. ... View more

We're thrilled to let you know that our new Contact Pro mobile app has now reached the General availability stage and is released in the Apple App Store. It's available for both iPhone and iPad.   The app is designed to help you handle chat communications efficiently while you're on the go. Try it out for yourself in your own Contact Pro environment or in our Standard demo environment.    Cloud customers can get started with the mobile app today from the current cloud release. The mobile app also supports notifications. To enable them in your Contact Pro environment, please create a service request.   On-premise customers can get started with the mobile app from FP21 although the notification support will require additional services not offered by Sinch. For more information, please create a support ticket.   For more details, be sure to check out the mobile app document for cloud and on-premise. We hope you enjoy the new Contact Pro chat experience!                                                     Download the app: ... View more

Some limitations in the HTML support of the new email editor introduced in versions 25Q3 (cloud) and FP21 (on-premise) have come to light.   Please follow these guidelines in your reply template configurations: Do not use <table> elements. Do not use deprecated HTML elements like <center>. Do not use JavaScript. Always add embedded images as attachments instead of BASE64 encoded image data, and refer to them as instructed on the System Configurator document's page Managing reply templates.   Note that: Only a limited set of attributes are supported in HTML elements, like "style", "href", and "target". Only a limited set of CSS style properties are supported in HTML elements. See examples below.   CSS styling support   CSS style properties supported for the <div> element are "background", "borderTop", "color", "display", "margin", "padding", and "width".   Supported font names are "Andale Mono", "Arial", "Arial Black", "Book Antiqua", "Calibri", "Comic Sans MS", "Courier New", "Geneva", "Georgia", "Helvetica", "Impact", "Raleway", "Sans Serif", "Symbol", "Tahoma", "Terminal", "Times", "Times New Roman", "Trebuchet", "Verdana", "Webdings", and "Wingdings".   Supported font sizes are "8pt", "9pt", "10pt", "11pt", "12pt", "13pt", "14pt", "15pt", "16pt", "18pt", "24pt", "36pt", and "48pt".   The best practice is to use <div>, <span>, and <a> elements, which support basic CSS styling.   Examples of reply templates using HTML   Example 1   Reply template in email editor:   Reply template body text in System Configurator: <br/> <!-- Signature text with contact information --> <div style="display:block; padding: 0px 0px 10px 0px;"> Best Regards, </div> <strong>XYZ customer service</strong><br/> <strong>P.O. Box</strong> 12345, XXX<br/> T: <a href="+5551234567">+555 1234567</a><br/> F: <a href="+5557654321">+555 7654321</a><br/> E: <a href="mailto:customer.service@XYZ.com">customer.service@XYZ.com</a><br/> W: <a href="https://XYZ.com">www.XYZ.com</a><br/> <!-- Social media hyperlinks (horizontally aligned icons) --> <div style="display:block; padding: 10px 0px 0px 5px;">  <a href="https://www.instagram.com/XYZ/">   <img src="cid:Instagram.png"/>  </a>  <a href="https://x.com/XYZ/highlights">   <img src="cid:x.png"/>  </a>  <a href="https://www.facebook.com/XYZ/">   <img src="cid:FB.png"/>  </a>  <a href="https://linkedin.com/company/XYZ">   <img src="cid:LinkedIn.png"/>  </a>  <a href="https://www.youtube.com/channel/XYZ">   <img src="cid:Youtube.png"/>  </a>  <a href="https://www.tiktok.com/@XYZ">   <img src="cid:tiktok.png"/>  </a> </div> <!-- Logo --> <div style="display:block; padding: 20px 0px 0px 5px;">  <a href="https://test.com/">   <img width="100px" src="cid:TEST.png"/>  </a> </div>   Example 2   Reply template in email editor:   Reply template body text in System Configurator: <br/> <!-- Horizontally centered image attachment (fixed width) --> <div style="display:block; width:640px; text-align:center; margin:auto;">  <img alt="Test logo" src="CID:TEST.png" width="50px"/> </div> <br/> <!-- Horizontal line (fixed width) --> <div style="display:block; width:640px; text-align:center; margin:auto; border-top:solid 1px #F2F2F2;"> </div> <br/> <!-- Styled text block (fixed width) --> <div style="display:block; width:640px; text-align:start; background:silver; color:blue; padding:8px; margin:auto;">  <strong style="font-family:verdana; font-size:12pt; font-weight:bold;">Dear Sir or Madam,</strong><br/>  <span>Thank you very much for contacting us.</span><br/>  <span>We have received your message and we will be in touch with you shortly.</span><br/>  <br/>  <span>Yours sincerely,</span><br/>  <span>XYZ Customer Relations</span>  </span> </div>   In case of issues with reply template configuration, please contact customer support.   ... View more

Symptoms   You may come across different kinds of audio issues in Communication Panel (for example, the first call of the day being muted).   Solution   Check the following settings on the user’s workstation.   Disable Windows power-saving settings   New Windows versions introduce more aggressive power-saving behaviors. USB headsets may be in low-power mode on first use, causing the first call to be muted.   These settings can be in multiple places, depending on the computer. Go through all of the following.   Power options: Go to Control Panel (view by Large icons) > Power Options > Change plan settings (of the active power plan) > Change advanced power settings > USB settings > USB selective suspend setting. Set both On battery and Plugged in to Disabled.                        Device Manager: Go to Control Panel (view by: Large icons) > Device Manager > Universal Serial Bus controllers. Edit the properties of each controller with “Hub” in the title. Select the Power Management tab. Deselect Allow the computer to turn off this device to save power.     Install headset manufacturer-specific drivers and firmware   The Brands selection in Communication Panel audio settings can cause problems if the manufacturer-specific headset drivers and firmware are not installed.     Make sure that drivers and firmware have been installed before selecting the brand in Communication Panel audio settings. If the drivers and firmware have not been installed, select Other Brand. Otherwise, the integration may not work as expected and it can cause various other problems.   You can find more information about prerequisites for different brands in the Operation Guide document.   Ensure the browser has permission to use the microphone   Windows 11 has tightened app permission handling for microphones. On first use, the system may delay or block microphone access. This can cause the first call to have no outbound audio (agent can’t be heard). Audio works after the first conversation.   Ensure that the browser has permission to use the microphone: Chrome: Settings > Privacy and security > Site settings > Microphone Edge: Settings > Cookies and site permissions > All permissions > Microphone   We also recommend agents to: Close Communication Panel at the end of each workday. Test audio by placing a test call after a Windows reboot or recovering from sleep mode.   In on-premise environments: check the following in your infrastructure in addition to the workstation settings   NAT binding timeout (UDP media ports)   NAT/firewall closes UDP port bindings during idle periods (for example overnight). In the first call of the day, the RTP stream is sent to a now invalid NAT mapping, resulting in one-way or no audio.   To fix this: Enable RTP keep-alive on the AudioCodes SBC and/or SIP endpoints. Configure frequent enough NAT binding refreshes (for example, every 15-30 seconds). Use symmetric RTP if supported.   Codec mismatch or delayed negotiation   Codec negotiation failure or delay in SDP exchange on the first call may cause missing audio.   To fix this: Verify codec priorities and make sure common codecs (for example, G.711 and Opus) are aligned across systems. Make sure there's no asymmetric codec handling on the first session.   SBC media session not properly initialized   The first media path may not get properly opened due to the SBC being in a dormant or idle state, or media anchoring not being fully active.   To fix this: Check if media-anchoring or early media support is properly configured. Enable media timeout settings or pre-establishment of RTP on the SBC. Ensure ICE/STUN/TURN is used if endpoints are WebRTC-based or behind NAT.   Ensure that the latest firmware is installed on the SBC   It is always a good practice to keep SBC firmware as up to date as possible.   General diagnostic steps to investigate the issue   Check SBC syslog and trace files for the first call SIP and RTP behavior. Use tools like Wireshark or SBC's built-in trace tools to verify: SDP negotiation RTP stream establishment NAT behavior   ... View more

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

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

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

Symptoms External Agent settings are visible in Communication Panel although the agents don’t use the External Agent service.   Solution External Agent settings must be hidden in System Configurator on user, user group, and user role levels.   To hide the settings: In System Configurator, navigate to Users, User Roles, or User Groups and find the user, role, or group you want to edit. Extend the User Rights block. In the Type dropdown, select User Service. On the External Agent row, deselect the Use setting. Save your changes.   Remember to check all three levels for the setting. ... View more

If you are updating Sinch Contact Pro on-premise version from FP15 to FP16 (or newer), please contact Sinch Contact Pro customer support to get a conversion tool needed in the upgrade. ... View more