Communication Panel – Several Communication Panel content and usability enhancements have been introduced in order to improve the overall user experience and responsiveness.

Chat Improvements – New channels are supported, e. g., WeChat (one of the world’s most popular social media messaging apps – voice chat, picture messages, video calls). Other already available channels, e. g., Telegram, Instagram, and Line, have been enhanced towards integration to SAP Cloud for Customer solutions.

(Supervisor) Dashboard – The newly changed and improved Supervisor Dashboard is now called just Dashboard. As the name change indicates, Dashboard is not just for Supervisors, but thru user rights (roles and user groups), it is possible to manage, what the different users can see and do, e. g.:

• Which queues are visible.
• What conversation content is visible.
• Which users are visible to other users.
• What type of actions users can do in Dashboard (Changing other users’ profile and queue assignments, Trigger agent guidance, Manage campaign status).

Integration Interfaces – Several enhancements to RESTful interfaces and APIs were delivered, which improve integrations with other business applications. Changes are in configuration and outbound interfaces, as well as in tighter integration with Communication Panel.

Miscellaneous Improvements – Changes in existing functions and features of Communication Panel, Dashboard, and Web Chat have been introduced. These enable faster response of the User Interface and improve the overall usage.

Security Improvements – Attention has been also drawn to security and Log4j-core is no longer used in Sinch Contact Pro.

More information can be found at Sinch’s website – What's New in March 2022 Release (22Q1).

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