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Channels and interactions

A CXP conversation is the customer work thread. Channels and interactions describe how customer and agent activity entered that thread.

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Conversation

A conversation stores the customer issue, lifecycle status, assignment, priority, category, timeline, and customer context. Opening or reconnecting the chat widget alone does not create a new conversation. When no existing conversation can be continued, a new one starts when the customer sends a message, submits a form, uploads a file, or starts voice. A voice attempt may exist before a transcript is available. If an existing Open or Pending conversation has no active Chat, a passive widget return also creates no Chat interaction or customer participation. Qualifying input starts the next Chat in that conversation; successful customer text, form or upload retains the ordinary Pending-to-Open rule. A connection to an active Chat recovers that same interaction.

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Channel

A channel is the medium used for customer contact. Current user-facing channel workflows include:
  • Chat
  • Facebook Messenger, handled through Chat
  • Facebook post comments, handled by humans through the Comment composer in Chat
  • Instagram direct messages, handled through Chat
  • Instagram post and Reel comments, handled by humans through the Comment composer in Chat
  • WhatsApp, handled through Chat
  • Email
  • Voice
  • Manual conversation creation
More channels may be added over time.

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Interaction

An interaction is a specific channel session or exchange within a conversation, such as a chat session, an email thread, or a voice call. One conversation can contain multiple interactions when the same customer issue continues across channel sessions. An active WhatsApp session is tied to the business account and customer phone. An active Instagram direct-message session is tied to the professional account and the customer’s identity within that account. A Messenger session is tied to the Facebook Page and the customer’s identity within that Page. These social sessions can remain active after their separate 24-hour reply window expires. Ending the session, resolving the conversation or closing it ends that interaction and its Chat memberships. Pending keeps the session active; manually reopening a resolved conversation does not reactivate its ended session. A new customer message starts a fresh session through ordinary conversation resolution. Facebook Page comments and Instagram post/Reel comments use separate public Chat sessions and post-scoped Contacts. They share their account connection with DMs but require a separate Process comments setting. Humans select a comment for a text reply with optional emojis; the DM reply window does not apply. When Instagram supplies the selected comment’s parent, a reply appears under that original parent comment. Disabled comments are ignored without replay storage. Resolve releases active agent workload while retaining the customer session. Close and End Chat end it; reopening can restore the most recent session for a follow-up. These actions post no public lifecycle notices. Original-post previews load automatically and remain in closed history, with a link and retry option if a preview is unavailable.

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Timeline

The timeline combines messages, notes, events, and channel activity. Use it as the operational history for the conversation.

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Channel continuity

When the same customer issue continues through another message or channel event, CXP attempts to keep the work in the correct existing conversation according to tenant and channel rules.