Hello,

Interactions are a centralized location for all communication channels in the platform. Each interaction represents a request for assistance through a given channel, for example, a call or a chat.

So based on the request you need to decide if it is a case.

A case is a means of capturing the details of a service, project, transaction, or response to customer requests. As the customer reaches out with a question or issue in need or resolution, a support agent will create a new case.

Please mark answer correct based on Impact.