Mappings in Interaction Plans Manager

A mapping connects an address to an interaction plan respecting the channel of the interaction. When an interaction arrives at a VCC account using a specific address on a specific channel type, the mapping determines which interaction plan the interaction is routed to.

Many addresses can be mapped to a single interaction plan, enabling the interaction plan to be reused.

Mappings are channel type aware. An address can exist across multiple channel types (for example, 0123456789 as both a PSTN and an SMS destination). It is possible to route the same address to different interaction plans depending on the channel type - for example, routing 0123456789 (PSTN) to one interaction plan and 0123456789 (SMS) to another using separate mappings.

Mappings are ranked. If multiple mappings exist for a single address, the mapping with the highest rank (where rank 1 is highest) is used. Rank is determined by the mappings' priority values (where priority 1 is lowest, and 10,000 is highest). If two or more mappings have the same priority, the most recently modified mapping has the highest rank.

Using Interaction Plans Manager, admin users can create, edit, and delete mappings.

For information about configuring mappings, see Working with mappings in Interaction Plans Manager.