Interactions are requests for help from customers. They can also consist of customer queries or sales inquiries. Customers can request help by:
Email: Sending an email containing their query.
Chat: Initiating a chat session on the web.
Social media messaging: Sending a message through social media platforms, such as Facebook, WhatsApp, or X (Twitter).
Note:
From March 1, 2025, Avaya does not support messaging integration with X (Twitter). You can no longer configure X (Twitter) social media accounts with Avaya Experience Platform™ or use X (Twitter) to send or receive messages to or from customers.
Voice: Making a telephone call using a voice communication application.
Email, chat, and messaging are digital interactions. Voice calls are voice interactions.
Each of these help requests represents an interaction. As an agent, you can respond to interactions, transfer them to other agents or services, and close them. A service is a group of people with a particular skill. Examples of services include the Sales team, Finance department, or Spanish language desk.
