See AlsoAn Interaction is an exchange of messages between you and a Contact. An Interaction can contain a message from a Contact, a User’s response to the Contact, or any action performed on messages. The Interaction records all these events.
An Interaction is created automatically in Talisma when:
• A Contact sends an e-mail message to a Talisma Alias. For example, info@anycompany.com.
• A Contact sends an SMS message to Talisma .
You can manually create an Interaction when a Contact conveys a message by phone, fax, postal mail, a Chat session, or in person. You can also create an Interaction manually when the Contact sends an SMS message to your mobile phone. You can log the Contact’s SMS message as an Interaction in Talisma. As additional messages are exchanged, Talisma Server adds these messages to the existing Interaction. The process of adding messages to existing Interactions is termed Threading.
About the Email Tracker in Interaction Emails
Email tracking is the process of determining the date and time when a contact has last opened an email. This function is primarily useful in monitoring interaction emails sent from users to contacts.
If the email tracker is enabled, the tracker URL is sent in the response to a query, or in a new interaction message to contacts. This tracker URL is typically hyperlinked to an image that is automatically inserted into the body of the email.
When the contact opens the email (and downloads the image, if images are not displayed by default, on the email client), the URL is triggered and a response is sent back to Talisma, indicating that the contact has accessed the email.
This information on the date and time when the email was last opened, is displayed in the associated interaction's Conversation pane as an event.
If the recipient is using a Plain Text email client, or has blocked all images from being displayed, then the email tracker is not triggered (because the image is not loaded), and the response is not sent back to Talisma.