/
Interactions List

Interactions List

Overview

In the Channels sections, agents can view all interactions that occurred across supported channels: Chat, Email, SMS, Fax, Open Channel, WhatsApp.

Each channel provides a dedicated Interactions List displaying all relevant exchanges and their details.

Interactions List Header

The standard Channel Interactions List Header includes the following tools and filters:

  • Search button – search interactions based on column content (fields vary by channel).

  • Start Date range – filter results by Started At date and time.

  • Read/Unread Filter – filter by message read status (Read, Unread, default = All).

  • Status filter – filter by interaction status (Open, Closed, default = All).

    • Substatus Filter – available for Email interactions only (requires Open status selection first).

  • Account/Website Filter – channel-specific entry point filter (e.g., email account, website).

  • Agent filter - filter by the interaction’s owner

  • Tag Filter – filter by tags applied to managed interactions.
    from version 3.50.0 Agents can search tags from the dropdown menu or by name within the toolbar filter

  • Advanced filter button – apply advanced search conditions

  • Refresh button - reload the page contents

  • Plus button (➕) used to create a new interaction (if enabled for the channel).

Interactions List Columns

Each interaction in the list displays the following information:

  • ID: unique interaction identifier (sortable ascending/descending

  • Watching (eye icon): indicates if any agent is currently viewing or editing the interaction. Hover to view agent names

  • Contact (sortable asc/desc): name of the contact involved in the interaction

  • Subject (sortable asc/desc): the subject of the interaction (available only for Email interaction list)

  • Started At (sortable asc/desc): date and time when the interaction started

  • Last Message (sortable asc/desc): Date and time of the last sent (↑ up arrow) or received (↓ down arrow) message

  • Status (sortable asc/desc): current status (e.g. Open, Closed)

  • Agent: name of the last agent who handled the interaction (Me, Not Assigned, Agent1, etc).

  • Account or Website: the short name of the customer interaction entry point (e.g. a website for a chat, an email account, and so on)

  • Tags: displays if the interaction has tags; hover to view tag names

  • Sentiment analysis results only if the already executed by an Administrator or Supervisor.