Interactions

Edify App > Queue > Interactions

The Interactions workspace is where you can handle, view, and review interactions.

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Callback interactions

Voicemail interactions

Viewing interactions

Ending interactions

Transferring interactions

Embedded workflows

Interaction tabs

Customer details

Interactions

Overview: Interactions

Overview: Interaction call controls

Accept an interaction

Clone a completed interaction

Modify the end result of a completed interaction

Modify the interaction type of a completed interaction

Modify the notes of a completed interaction

Modify the subject of a completed interaction

Callback interactions

Overview: Callback interactions

Accept a callback interaction

Open a callback interaction

Voicemail interactions

Overview: Voicemail interactions

Accept a voicemail interaction

Open a voicemail interaction

Viewing interactions

Overview: Interaction viewer controls

Overview: Private viewing interactions in Queue

Overview: Public viewing interactions in Queue

Overview: Claiming interactions in Queue

Overview: Private messages in an interaction (Edify App)

View an interaction

Take ownership of an interaction

Join a call while viewing an interaction

Listen to a call while viewing an interaction

Stop listening to a call while viewing an interaction

Send a private message in an interaction

Send a text from a web chat interaction

Ending interactions

Overview: Ending interactions

Overview: Change Comm Type modal

Close an interaction

Wrap up an interaction

Transferring interactions

Overview: Transferring interactions

Cancel an attended transfer on an interaction

Conference person into a phone call interaction

Perform a blind transfer on an interaction

Perform an attended transfer on an interaction

Embedded workflows

Overview: Embedded workflows

Run an embedded workflow in an interaction

Interaction tabs

Email

Overview: Interaction email tab

Create an outbound email from an interaction

Reply to an email chain from an interaction

Fax

Overview: Interaction fax tab

Create an outbound fax from an interaction

Feed

Overview: Interaction feed tab

Create an outbound text from an interaction

Change feed translation language

Post a message in a feed

Journey

Overview: Interaction journey tab

Review customer journey record

Knowledge

Overview: Interaction knowledge tab

Script

Overview: Interaction script tab

SFDC

Overview: Interaction SFDC tab

Run an SFDC lookup

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