Interactions and Interaction Types

An interaction represents an action executed by a customer through a touchpoint.

The system includes numerous default interactions (such as registration, login, and password changes), but it also allows for the creation of any number of new, custom interactions. These are used to identify an action performed by a party, which can then be tracked or used as a trigger for other functionalities.

Default interactions are automatically registered when a certain action is performed. However, custom interactions require a manual fired.

How to Create and Edit a Custom Interaction

From the Configuration > Interaction Type List in the Back Office (BO), a list of all default and custom interactions can be accessed.

To create a new one, select the Interaction Type . Create option located in the RELATED TASKS section on the right side of the screen.

The following screen will be displayed.

• Code: A required text field for entering a unique code for the interaction.

• Name: A required text field for entering a descriptive name.

• Configuration Checkboxes: A series of checkboxes and associated required fields to define the behavior of the interaction. These include:

  • System Default

  • Contains activity

  • Activity required

  • Contains Brand Family

  • Brand Family required

  • Contains communication

  • Communication required

  • Visible on Thalamus Contact Center (This checkbox is selected by default).

The following steps should be followed to edit an interaction.

• Configuration - Interaction Types List

• Select a row and press Interaction Type . View

• Click on Edit Interaction Type

Additional Considerations