Skip to main content

​
Channels and interactions

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

​
Conversation

A conversation stores the customer issue, lifecycle status, assignment, priority, category, timeline, and customer context.

​
Channel

A channel is the medium used for customer contact. Current user-facing channel workflows include:
  • Chat
  • Email
  • Voice
  • Manual conversation creation
More channels may be added over time.

​
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.

​
Timeline

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

​
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.