An interaction represents a request for assistance made through a chat, phone call, or walk-up. Interactions can be routed to queues for assignment or assigned to agents directly. Support agents can create cases, requests, or incidents from the interaction. Interactions can also be used to capture one-and-done type requests where an agent might not want to create associated tasks.

Feature	Description
Details, Related Tasks, User's Interactions forms	Details tab that shows detailed information from the interaction record. Related Tasks show tasks related to the interaction in the form pane, for example, a new incident. User's Interactions tab shows all interactions related to specific users.
Number	Number is associated to each customer interaction.
Type	Logs the type of channel communication, such as chat, phone, walk-up, or messaging. Note: Phone is an available type of channel communication when the OpenFrame plugin (com.sn_openframe) is activated and Messaging is an available type when the AWA Conversational Messaging plugin (com.glide.messaging.awa) is activated.
State	State of the interaction record: Queued Pending Accept New Work in Progress Closed Complete Closed Abandoned
State reason	Reason for the current state of the interaction record: Waiting on customer Waiting internal null This field appears only for messaging type interactions.
Opened for	Customer who initiates or receives the communication.
Duration	Tracks the amount of time an agent spends working on an interaction.
Assigned to	Agent the interaction record is assigned to.
Wait time	Time it takes to initially respond to the customer.
Short Description	Short description of the interaction. Note: The short description field is empty by default, but it cannot be empty when the record is closed, saved, or associated to a related task. Populate the short description and then close, save, or associate the record, or you cannot archive the record.

While you are on an interaction, tasks that are viewed or created under the interaction are automatically logged on the Interaction Related tasks.