Managing attached data

Adding

To add attached data to conversations, see examples.

CMI/contactData

The RESTful interface (RI) resource CMI/contactData enables you to run GET and POST commands for attached data per conversation. To use the contactData resource, you need the rights to manage contacts for the queue.

With the GET commands you can fetch attached data that is stored in the database. If the data is not stored as explained in the previous section, it’s not available over the RI.

The POST command is limited for updating data for conversations that are in the wrap-up or handled state. The data posted via RI will be available for reporting purposes as data can be saved only for ended conversations. The data is available only in the History view of Communication Panel.

Note:
The email channel is not supported in the POST method of the resource.

Saving

You can use the stored attached data, for example, for reporting or machine learning purposes.

To configure Sinch Contact Pro to store attached data in history, use the setting Extra Data Included in Statistics in System Configurator > System Management > Channels > Voice channel / Email channel / Chat channel. By default nothing is saved to avoid storing sensitive information. Before defining any data, check your local legal requirements regarding data protection and privacy.

Example

A conversation has the following attached data: customerId:"1234567", customerType:"gold"

The Extra Data Included in Statistics setting has the value: customerType.

  • A Communication Panel agent sees both customerId and customerType in the Conversation Details view when handling an active conversation. CustomerId will disappear from the system when the agent ends the conversation in Communication Panel.
  • If the same conversation is viewed via the History view after the conversation has ended, only the history stored data (in this case customerType) is shown. The volume report Contact Log will have the customerType information once the reporting job has successfully run.
Note:
Attached data is not stored for abandoned conversations.

Deleting

To anonymize conversations with attached data, use the Data Protection Officer (DPO) user interface. To do this, you need Data Protection Officer (DPO) rights. For more information, see Deletion of Personal Data in Security Guide .

AI analysis

To display the results of an AI analysis in its own section in attached data, add field name AI-analysis in your attached data configuration.

SAP Service Cloud (C4C)

Sinch Contact Pro is able to pass attached data as is to SAP Service Cloud (C4C) version 1 for further use. For more information, see SAP documentation Phone Events and Payload.

All the attached data is passed but to consume attached data parameters in SAP Service Cloud (C4C) version 1 as per their documentation, define key-value pairs as custom_1 to custom_4, for example:

Key Value
Custom_1 red
Custom_2 blue
Custom_3 green
Custom_4 yellow

Otherwise handling of attached data, such as saving data in Sinch Contact Pro, follows the logic presented in this documentation.