Interaction Tab and Actions

Overview

When an agent opens or accepts an interaction, the header shows:

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• Agents currently viewing/editing the same interaction (hover over icons to see names).

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• Channel icon (e.g., Email).

• Unique interaction ID.

• Short name identifying the interaction account.

• Interaction status (Open, Closed, Open-Pending).

• Elapsed time timer since the interaction was received (only for Open and Open-Pending interactions).

Available actions

Each interaction supports specific actions depending on its type. Common actions include:

• Insert internal note visible only within the organization
  
  

• Download Icon – Download the interaction. For Chat, Email, Open Channel, and WhatsApp, agents with permission can also download attachments.
  
  

• ⋮ (Three Dots Menu) – Opens the available actions list: tag, transfer, dispose
  
  

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