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Create an interaction

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Create an interaction

Most interaction creation takes place in other applications, interactions are merely a method of controlling channels. However, if needed you can create an interaction from the Interaction application.

Before you begin

Role required: interaction_agent

Procedure

  1. Navigate to Interaction > All.
  2. Click New.
  3. In the Channel field, enter the way the interaction began. For example, chat, phone, or walk-up.
  4. In the Opened for field, type the name of the user starting the interaction.
  5. In the Queue field, enter the name of the queue that most suits the user's query.
  6. Include any additional information in the short description and the work notes fields.

What to do next

View any incidents opened by the same user by clicking the Use the Incidents by Same Caller related list.
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