Setting Interaction State to Open

See Also

Permissions Required

Set Interaction State Manually - To change an Interaction's state.

Some tasks, such as responding to an Interaction or sending a Canned Response, cannot be performed when an Interaction has expired or has been resolved. In such cases, you must set the state of the Interaction to Open.

Example  After resolving an Interaction you discover additional information that you should provide the Contact. Before working with the Interaction again you set the Interaction state to Open.

To Set the Interaction State to Open

1.  Open the required Interaction.

2.  From the Interaction menu, select Set State, and choose Open.

- OR -

Select .

The Interaction state is set to Open and an event is added to the Interaction.

Note  If you set the state of a dependent Sub Interaction to Open, the state of its parent Interaction will also be set to Open.