Interaction properties are classified as related to cases, questions, answers, or find answers articles (knowledge base). Interactions that are categorized as questions vs answers are shown below. Questions will appear as interactions in the Message Queue pages until they are resolved. Other interactions do not appear in the Message Queue.
Interaction Type |
Classification for Interaction Properties |
Ask A Question |
Question |
Customer Email |
Question |
Ticket |
Question |
Interaction Type |
Classification for Interaction Properties |
Agent Email |
Answer |
Agent Response |
Answer |
Note |
Answer |
Private Note |
Answer |
Resolve Note |
Answer |
Secure Email |
Answer |
Secure Response |
Answer |