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Configuring interaction channels

Updated on March 25, 2020

Customer service representatives communicate with customers through channels and can manage multiple service requests as part of a single customer session. Customers can call into a call center and make several changes to their account without having to speak to several different representatives.

Interactions can occur over several different types of channels including:

  • Chat and messaging
  • Email
  • Mobile
  • Inbound and outbound phone calls
  • Child interactions

To configure interaction channels, complete the following tasks:

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