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Interaction Management

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Interaction Management

Interactions are a centralized location for all communication channels in the platform. Each interaction represents a request for assistance through a given channel, for example, a call or a chat. Use interactions to route to queues for assignment or assign them to agents directly. Associate related records with an interaction to track additional work being done as a result of the interaction.

The platform offers several forms of queueing and communication management, but each system is tightly coupled to the specific area. Interactions offer an alternative, flexible, and more extensible option so that each product area can use the same framework.

Interactions are categorized into interaction queues, which determine how each interaction is assigned. Queues also contain configuration information such as the schedule for the queue, automated responses, and average wait time. Users are assigned interactions if they are members of the assignment group associated with the interaction queue.