An interaction is a record of a conversation between a requester and a fulfiller (real or virtual). Though most interaction creation takes place in other applications, if needed, you can create an interaction directly from Interaction Management.

Before you begin

Role required: interaction_agent

Procedure

  1. Navigate to All > Interaction > All.
  2. Select New.
  3. In the Interaction form, fill in the fields:
    FieldDescription
    Type Select the type of interaction. For example, chat, phone, and so on.
    Opened for Select the user who started the interaction.
    Assigned to Select the user to whom the interaction is assigned.
    State Select the current state of the interaction.
    Short description Enter the basic details of the interaction.
    Work notes Enter relevant additional information.
  4. Select Submit.
    Sample Interaction form.

Result

The interaction is created and assigned to the selected user.

Assigned interactions for a user.