Viewing an Interaction

See Also

An Interaction comprises requests from a Contact, actions performed on the Interaction, and responses from the Talisma User. You can view these details from the Preview pane of an Interaction-based Workspace, and from the Interaction window.

If you have specified Options to view Sub Interaction events in the Preview pane of an Interaction-based Workspace, and the Conversation pane of the parent Interaction window, the events are displayed as links. Click a link to view the relevant Sub Interaction window.

To View an Interaction from the Preview Pane

1.  In the Home Workspace, select Interactions from the Object Selector.

2.  Using the Teams, Users, or the Search tabs, find the Interaction from the Table View.

3.  Select the Interaction you want to view.

Messages and events in the Interaction are listed in the Preview pane. If the Preview pane is not visible, select Preview Pane from the View menu.

4.  In the Preview pane, click the plus sign (+) next to a message or a response to view the contents.

5.  Use the scroll bar to view the contents of the Interaction.

See Opening an Interaction.

The Interaction window displays the following components:

The Conversation pane

•   Messages and events in the Interaction are displayed here.

•   If email tracking has been configured, then the event is automatically updated with a time stamp that provides details when the email was last opened by the contact.

•   For example, Email sent to Contact John by User John on December 24 2015, 02:05 PM; Last opened on December 25 2015, 04:16 PM

•   If there are any Sub Interactions, and if you have specified the required options, Messages and events in the Sub Interaction are displayed here.

•   Messages whose size exceeds 2 MB are listed as attachments.

•   Click the plus sign () next to a request or a response to view its contents.

•   Use the scroll bar to view the contents of the Interaction below.

The Reply pane

•   Space is provided to enter your response here. This pane changes to the Consult, Forward, and Review panes when these respective tasks are performed.

The Preferred Properties pane

•   This pane displays the Properties you prefer. You can select Properties that you often refer  from the Properties tab, and drag and drop them into this pane.

Tabs

•   Properties: Displays system and user-defined Properties for the Interaction.

•   Categories: Displays Categories created for the Interaction Object. The Interaction is categorized on the selected Categories.

•   Contacts: Displays the Contact Properties for the Interaction.

•   History: Displays a chronological list of actions performed on the Interaction.

•   Sub Interactions: Lists all Sub Interactions that are associated with the selected Interaction, and displays their details.

•   Chat: Displays details of chat events with the Contact.

•   Personal: Displays Properties that are specified as personal in Talisma Business Administrator.

Note  •   During the creation of the Team in Talisma Business Administrator if the Allow restricted access to Interactions for Users who do not have access to this Team option is selected, a Talisma Client User who does not have access to the Team will have restricted access to Interactions belonging to the Team. To view Interactions in this Team, specify the ID of the Interaction in the GoTo Interaction dialog box, and click OK. The Interaction is displayed. However, you cannot perform any operations with the Interaction. Further, you cannot view event details of the Interaction in the Conversation pane. •   Options listed in the shortcut menu when you right-click a Sub Interaction event in the Conversation pane of the Interaction window, or the Preview pane of the Interaction Workspace, are only relevant to the parent Interaction, and not the Sub Interaction. Click the link representing a Sub Interaction event to open the Sub Interaction window, and perform tasks specific to the Sub Interaction.