Event-driven integrations

You can use the event-driven integration (EDI) framework for integrating Sinch Contact Pro with web services both externally and inside the system.

This low-code framework makes it possible to trigger an integration based on a conversation event, such as when the conversation is accepted, transferred, or ended. You only need to configure the integrations in System Configurator (System Management > Event-Driven Integrations).

Event-driven integrations can be used for chats, calls, and email channel conversations (emails, action items, XRI tasks). However, callback queue calls aren't supported.

You can use the framework, for example, for the following:

With EDI, you can:

  • Catch the campaign call result and use it for further actions, such as sending a customer satisfaction survey.
  • Delay request execution so that, for example, a feedback survey isn't sent immediately after a conversation has ended.
Note:

EDI uses the term "contact" when referring to inbound or outbound interactions with customers. In Sinch Contact Pro applications, the term "conversation" is typically used for this.

Note:

When using the examples that connect to third-party AI services or any other third-party service, please be aware that these services are not operated by Sinch, and we do not guarantee their availability or performance. Data processed through these services is handled outside of the Sinch Contact Pro environment, so it is important to review their privacy policies and data retention practices, and to ensure your use complies with applicable laws and regulations, including GDPR. Sinch support is limited to the integration process within the Sinch Contact Pro product. Any service-specific issues should be directed to the third-party support team.