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Interaction types, driver categories, and tasks

Updated on March 25, 2020

The interaction type appears in the New menu list of the Interaction Portal. Selecting an interaction type from New menu list, enables you to start a new Interaction. Intent tasks are references to service requests and provides information to determine which service request category must be displayed and when for each interaction channel. Intent Task rules are created  automatically along with the Service Requests (Case types) in App Studio.

When you finish running the New Application wizard in the Dev Studio, the interaction types are created for you. You can determine which tasks are associated with those interaction types or channels. The defined tasks appear in the Add Task menu of the Interaction Portal during a customer interaction.

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