About Interaction States

Interaction States

State	Description	Display
Open	An Interaction is in the Open state if you have to take some action on the Interaction, such as respond to a Contact's message.
Pending	An Interaction is in the Pending state if you responded to a Contact's message, but the Interaction is not yet resolved. You need to wait for more information from the Contact, or research for a solution to the Contact's query, or consult a specialist.
Resolved	An Interaction in the Resolved state indicates that you have satisfactorily responded to the Contact's queries and no further queries or issues are expected to be raised from the Contact.
Closed	An Interaction is in the Closed state if the Contact associated with the Interaction does not respond within a specific period after the Interaction was resolved. This period, in number of days, can be specified from Talisma Business Administrator. Interactions cannot be closed manually.
Expired	Expired Interactions are Open or Pending Interactions to which you have not responded. Talisma sets an Interaction to this state after a specified period. The period can be specified from Talisma Business Administrator. If an AutoExpiry interval is set for Interactions, parent Interactions that have Open or Pending Sub Interactions will not automatically expire.

Note

• If the Block Contact e-mail Property is set to Yes for a Contact, all Interactions belonging to this Contact are set to the Expired state.

• You cannot create dependent Sub Interactions for Interactions that have been resolved.

• When a reply to a closed Interaction is received in Talisma, its state changes to Open, and the Interaction is displayed as Unread.

• An “Undelivered” message received by Talisma is threaded to the appropriate Interaction, and the Interaction is displayed in bold in the Interaction Table View to indicate that it has not been read.

When a Contact responds to an Interaction

State	Change in Interaction State
Open Interaction	Remains Open, and is displayed as Unread.
Pending Interaction	State changes to Open, and is displayed as Unread.
Resolved Interaction	State changes to Open, and is displayed as Unread.
Closed Interaction	State changes to Open, and is displayed as Unread.
Expired Interaction	Creates an Interaction.

Note

When a reply that is associated with a resolved Interaction returns to Talisma as undelivered mail, the state of the Interaction changes to Open. If a new message from a resolved Interaction is sent from Talisma, and returns as undelivered mail, the state of the Interaction remains as Resolved.

Changing Interaction States Manually

The Interaction state value can be changed to Open or Resolved depending on the action you want to take on an Interaction.

• Open Interactions can be manually Resolved.

• Resolved, Closed, and Expired Interactions can be manually Opened.

Interaction Reply States

An Interaction can be in any of the following Reply states.

Reply State	Description	Display
Reply in Progress	A response to an Interaction is being sent.
Reply in Outbox	A response has been sent to the Contact, but has not yet been dispatched. The response is displayed in the Outbox Workspace.

Consult States

An Interaction can be sent to a specialist on the subject for clarifications, if you are unable to solve the problem posed by the Contact. The Interaction is sent to the specialist in the form of an e-mail.

Consult states indicate the status of the Interaction sent for consultation.

Interaction Consult States

An Interaction can be in any of the following Consult states.

Consult State	Description	Display
Sent to Specialist	The Interaction has been sent to a specialist for consultation.
Specialist Responded	The specialist has responded.
Was Escalated	When an Interaction that is in the Sent to Specialist state is resolved or deleted, the Interaction state changes to this state.

Review States

Novices or trainee employees can get their responses reviewed before sending them out to Contacts. Interactions can be sent for review only to other Users on the same Team. When an Interaction is sent for review, the Interaction remains assigned to the User.

Review states indicate the status of the Interaction sent for review.

Interaction Review States

An Interaction can be in any of the following Review states.

Review State	Description	Display
Under Review	The Interaction has been sent for review, and the reviewer has not responded.
Reviewed	The Interaction has been reviewed by the reviewer.