Most interaction creation takes place in other applications as 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 All > Interaction > All.
  2. Click New.
  3. In the Type 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. Include any additional information in the short description and the work notes fields.
  6. Click Submit.

What to do next

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