Interaction plans in Interaction Plans Manager

Owned by Helen Griffith
Last updated: Nov 12, 2024
1 min read

An interaction plan is a series of applets that route interactions—calls, emails, live chats, and so on—from customers to agents. High-level settings for an interaction plan appear in Interaction Plans Manager, and the plan's configuration of applets is located in Interaction Plans Architect.

Using Interaction Plans Manager, admin users can create, edit, clone, and delete interaction plans. When an admin user creates an interaction plan in Interaction Plans Manager, the plan appears also in Interaction Plans Architect. The user can then configure the interaction plan’s applets.

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

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