Responding to an Interaction or Sub Interaction

See Also

Permissions Required

Reply Interaction - To respond to Interactions.

This procedure describes how you can respond to an Interaction by sending an e-mail message to the Contact.

You can respond to Interactions that belong to your Teams. When you respond to an Interaction, you can select the option in the Send and Resolve list, or the option in the Send list:

Send and Resolve Options

•   Send and Resolve - to send the response to the Interaction, and set the state of the Interaction to Resolved.

•   Send, Resolve, and Close - to send the response to the Interaction, and set the state of the Interaction to Resolved and close the Interaction window.

•   Send, Resolve, and Open Next - to send the response to the Interaction, set the state of the Interaction to Resolved, and open the next Interaction.

•   Send, Resolve, and Open Previous - to send the response to the Interaction, set the state of the Interaction to Resolved, and open the previous Interaction.

Send Options

•   Send - to send the response to the Interaction, and set the Interaction state to Pending.

•   Send and Close - to send the response to the Interaction, set the Interaction state to Pending, and close the Interaction window.

•   Send and Open Next - to send the response to the Interaction, set the Interaction state to Pending, and open the next Interaction.

•   Send and Open Previous - to send the response to the Interaction, set the Interaction state to Pending, and open the previous Interaction.

Note  The above options are not displayed in the Reply pane of an Interaction window configured in a user-defined Workspace.

To Respond to an Interaction

1.  Open the required Interaction.

- OR -

In the Interaction Table View, select the required Interaction, and select Reply, E-mail from the Interaction menu. The Interaction window is displayed.

- OR -

In the Interaction Table View, right-click the selected Interaction, and select Reply, E-mail from the shortcut menu. The Interaction Window is displayed.

2.  Type your response in the Reply pane.

3.  Select the required Send option from the or list in the Reply pane toolbar to send the response.

Note  •   From the Insert menu, you can insert pictures, Canned Responses, Properties, Signature, AutoText, hyperlinks, or files. •   The response is placed in the Outbox from where it is dispatched to the respective Contacts after a specified period. You can pause or rush the message from the Outbox. •   You cannot respond to an Interaction that is in the Expired state. You must change the state to Open before responding to it. •   When a reply to a closed Interaction is received in Talisma, its state changes to Open, and the Interaction is displayed as Unread. •   You can use a Rapid Response to respond to a Contact. •   When you click an option from the or list, the operation that you last selected is automatically performed. For example, when working with an Interaction, if you selected the Send, Resolve, and Close option from the list, the next time you click to respond to another Interaction, the Interaction is automatically sent, resolved, and closed. •   An event is logged in the History tab of Interaction window when: ◦   An e-mail message is automatically dispatched based on Rules. ◦   You select the Send, Send and Close, Send and Open Next, or Send and Open Previous options. ◦   You select the Send and Resolve, Send, Resolve, and Close, Send, Resolve, and Open Next, or Send, Resolve, and Open Previous options.