Ability to Share Interaction Outcomes with Other Stakeholders

Enables the user to share customer calls and web conference interactions with other participants and stakeholders

  1. By sharing the outcomes of customer interactions, meeting participants and team members can stay informed about the latest developments, ensuring that everyone is on the same page. This reduces miscommunication and ensures a unified approach to customer management.

  2. Stakeholders can collaborate more effectively when they have access to interaction outcomes.

  3. When interaction outcomes are shared, there is a clear record of what was discussed and agreed upon, which increases accountability among team members and transparency with customers.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Sharing an Interaction During Creation:

When manually logging an interaction (via 'Log an interaction' or 'Log a call'), the user will find a 'Share with' field to select team members to share the interaction with. Additionally, located below the 'Share with' field are two checkboxes: 'Share via notification' and 'Share via email'. The user has the option to share the interaction either through a notification within the application or using an email template.

Sharing an Interaction Post Creation:

For interactions that are already created or generated automatically (like Phone calls or Zoom meetings), the 'Share' smart action becomes available within the action menu of the interaction records. Invoking this action opens a drawer showcasing the 'Share with' field for user selection of team members to share the interaction. Similar to the process during creation, two checkboxes—'Share via notification' and 'Share via email'—are present below the 'Share with' field. The user can opt to share the interaction either via an in-application notification or as an email template.