Interaction Basics

This article will show you around the Interactions panel. This is your home for sending and receiving messages from your customers.

To open an interaction, simply click on it from the radar, and you’ll be presented with a pop-out similar to the below.

In the top left, click on the three-column button to show all available sections. There are three standard sections, which can be seen below; any others will be custom sections created by your Admin.

Sections highlighted in green are currently open and can be seen by scrolling to the right-hand side of the browser.

Conversation Section

This will show the whole interaction in chronological order by default. At the top of the conversation pane, it will display any available customer metadata. In this case, we can see data for the customer’s Twitter account.

You can change the order the conversation flows using the three-dot menu in the top right, and the arrow next to that will take you to the most recent message.

You might notice that messages have different coloured backgrounds; the background colour copies the channel colour (blue for Facebook and Twitter, green for WhatsApp etc.) to make it easier to know which channel you’re responding to.

Update Section

The Update section displays the data configured in the dynamic data section. There are two field types, dropdowns and free text fields. Limitations such as read-only fields may be in use and can be changed by an Admin. Based on the rules you’ve set up, some data entries might cause other automated actions to happen, such as filling in other fields, sending data to third parties, or sending automatic responses.

๐Ÿ—๏ธ If you’re experiencing unexpected behaviour when adding/editing data, please contact your Service Delivery Manager, or a domain Admin.

History Section

History is Gnatta’s interaction level audit log. Actions are logged in two ways, either they were done by the system and look like this:

Or will be done by a team member and look like this:

The only difference being the name of the system, or the person who made the change.

Audit log entries show chronologically, with the most recent entry always showing at the top.

๐Ÿ—๏ธ If you think you’re experiencing errors or issues with an interaction, then the first place to look is history. All actions are stored there, so if anything changes with that interaction, it will always display here.

๐Ÿ—๏ธ If you see entries done by Gnatta that look incorrect, then please contact your Service Delivery Manager, or a domain Admin.

To see more detail about the related section, see our article here. It shows you any other interactions that Gnatta believes are linked to the one you’re looking at. It then makes connections by looking at the contact methods in the current interaction and checking them against all other interactions. If it finds a match, such as the same Twitter handle or email being used twice, then it will appear in related.

๐Ÿ—๏ธ Please note that session-based conversations, namely WebChat and voice, can create many related interactions if someone always uses the same details.

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