About Creating an Interaction

An Interaction Created by the Talisma User

Communication initiated by a Contact

When a Contact requests for information or support for the first time through a telephone call, fax message, letter, or in person, you can create an Interaction. In this Interaction, you can record the details of the Contact's message, and your response.

If the Contact requests for more information on a previously discussed issue that was logged as an Interaction, you can locate that Interaction and add the Contact's message to it.

Communication initiated by the Talisma User

When you initiate communication with a Contact, you can create a new Interaction to record details of the message you send.

Interaction States in a New Interaction

Communication initiated by	User Action	The Default Interaction State
Contact	The Contact has requested for some information and a response is yet to be sent.	Open
Contact	You received a message from a Contact and you respond to it.	Pending
Talisma User	You initiate communication with a Contact and are waiting for a response from the Contact.	Pending
Talisma User	You initiate communication with a Contact and the Contact responds.	Open

At the end of a chat session, you can create an Interaction, or add the chat transcript to an existing Interaction.

Note

Prior to creating an Interaction, you must ensure that the person requesting for information exists as a Contact in Talisma.

An Interaction Created by the Talisma System

Talisma will automatically create an Interaction when:

• An e-mail message arrives from a Contact for the first time to the e-mail Alias configured in Talisma.

• An e-mail message arrives from a Contact for the first time to the Offline e-mail Alias configured in Talisma.

• An e-mail message is submitted from a Web Form.

• An SMS message arrives from a new sender into the Talisma system.