Overview of Cross-Channel Interactions

Cross-channel interactions enable the administrators to track and manage inbound and outbound interactions that cross from one channel to another.

For example, when a customer begins an inbound-chat communication with an agent, and then the agent promotes that communication to a phone call, the communication throughout its life cycle and across both channels can be tracked and managed.

The administrator can also identify and associate the business objects that have been edited or created during this communication, and configure the business objects that are available for association with the interaction model. The administrator can also turn on cross channel interaction tracking for service requests.

Note: For cross channel connections to function properly, the account, contact, and resource must be a match with the associated record. For example, if you have a service request where the primary contact isn't the same as the person on the phone, the record won't connect through interactions.