Interaction plans in Interaction Plans Manager

1 Overview
2 Prerequisites
3 Limitations
4 Interaction plan types
5 Applets available per plan type

Overview

An interaction plan is a series of applets that route interactions, including calls, SMS messages, emails, and live chats, from customers to agents. Each interaction plan has two components:

Interaction Plans Manager: where admin users manage overall plan settings and can create, edit, clone, and delete plans.
Interaction Plans Architect: where admin users configure the plan's applets.

When an admin user creates an interaction plan in Interaction Plans Manager, it automatically appears in Interaction Plans Architect and is ready to be configured.

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

Prerequisites

Prerequisite	Description

Prerequisite	Description
Admin license	You must be logged into the VCC Admin Portal with an Admin license to create or manage interaction plans.
Intelligent Workspace or Salesforce BYoC-CCaaS (Message plans only)	To create and use Message or Message Outbound plan types, your account must have either Intelligent Workspace or Salesforce Bring Your Own Contact Center for CCaaS (BYoC-CCaaS) enabled. Contact your Account Manager for more information.

Limitations

Plan type	Limitation

Plan type	Limitation
Message Outbound	Cannot be filtered to a single digital channel type. Use the Data Router and Data Connector applets to direct different digital interaction types along the correct path within the plan.
Unattended	Applets that require a media channel (for example, the Announcer applet) or applets that require customer input are not available.

Interaction plan types

When you create an interaction plan, you select a plan type. The plan type determines which interactions the plan supports and which applets are available when you configure the plan in Interaction Plans Architect.

Plan type	Provisioned	Channel	Direction	When to use	Configuration details

Plan type	Provisioned	Channel	Direction	When to use	Configuration details
Default	No	Voice	Inbound	Route inbound voice calls. Build complex call flows and IVR menus. Run data dips against external systems. Use as the entry point for external message-based interactions routed via API.	N/A
Message	No	Digital	Inbound	Route inbound digital interactions, including SMS, WhatsApp, webchat, and email. Build message-based routing flows.	N/A
Default Outbound	Yes	Voice	Outbound	Route outbound voice calls. Run data dips before the call connects. Check against no-dial lists. Set outbound caller ID. Configure call recording. Launch post-call surveys.	Outbound interaction plans
Message Outbound	Yes	Digital	Outbound	Route outbound digital interactions, including SMS, WhatsApp, and email. Use Data Router and Data Connector to direct different digital interaction types along the correct path within the plan.	Outbound interaction plans
Unattended	No	Voice and digital	Post-interaction	Run post-interaction processing tasks after both the agent and the customer have completed the interaction. Update CRM records after an interaction ends. Send post-interaction surveys. Run automated tasks unrelated to a specific interaction. Map to a Message or Message Outbound plan as the post-interaction step.	Post-interaction processing

Applets available per plan type

Applet	Default	Message	Default Outbound	Message Outbound	Unattended

Applet	Default	Message	Default Outbound	Message Outbound	Unattended
ACD/UCD
Alert Contact
Announcer
Bot Connector
Call Connect Router
Call Recording
Callback
Collect Input
Conditional Routing
Data Connector
Data Router
IVR Collect Audio
IVR Collect Digit
Loop Counter
Menu
Pause
Queue - Set Priority
Route to Interaction Plan
Router - Percentage
Router - Time Based
Schedule Router
Send Email
Send SMS
Set Data Source
Set SLA
Set Whisper
Skill Tagger
Take Message
Voice API
Voicemail