Attached data

Attached data is a feature in Sinch Contact Pro allows you to add and save information for calls, emails, and chats.

This data can be used, for example, to identify a customer in a CRM or determine the web page where the customer initiated the chat.

Terminology

Several terms are used to refer to the data added to a conversation: CAD, contact/call attached data, attached data, and extra data. Communication Panel uses attached data. In System Configurator, the settings to configure attached data in the channel settings use extra data, whereas IVR, reporting, and Visitor Intermediate Client API use call attached data and CAD. Sinch Conversation API uses metadata.

Format

The form of data is a key-value pair, and the key must be a valid xml element name. For correct format, see the table below.

Restrictions Example of incorrect format Example of correct format
No spaces customer Id:"1234567" customerId:"1234567"
No number or punctuation mark at the beginning 2ndcustomerId:"1234567" secondcustomerId:"1234567"

Supported methods to add attached data

Channel Supported methods
Voice
  • Event-driven integration (EDI) framework
  • IVR
Email
  • Event-driven integration (EDI) framework
  • RESTful Task Interface (RTI)
Chat
  • Event-driven integration (EDI) framework
  • Conversation API
  • Visitor Intermediate Client (CVC)

Priorities for showing and saving attached data

A chat conversation can include attached data from customers, agents, and EDI, which means the same key may appear with different values.

Example:

attached data added by customer: zipcode: 01230

attached data added in EDI: zipcode: 02230

Since only one key–value pair can be saved in the database, the attached data is chosen according to the following priority list:

  • If a chat conversation has both customer attached data and EDI attached data, the customer attached data is shown and saved.

  • If a chat conversation has both customer attached data and agent attached data, the customer attached data is shown and saved.

  • If a chat conversation has both agent attached data and EDI attached data, the agent attached data is shown and saved.

If you want to make sure that attached data defined in EDI is always shown and saved, use prefixes in EDI attached data.

Example:

"second-zipcode" : "02230"

Data privacy

A conversation can contain confidential customer information so it’s essential to ensure that your process meets data privacy requirements, such as GDPR. To make sure that conversations are anonymized as required, check that you have defined a retention time for emails in System Configurator (System Management > Personal Retention Time).