Interaction Management

Interactions provide 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. The purpose of Interaction Management is to help get insights into the channel's effectiveness.

Overview of Interaction Management

The ServiceNow AI Platform offers several forms of queuing and communication management, but each system is tightly coupled to the specific area. Interactions offer an alternative, flexible, and more extensible option so that each product area can use the same framework.

Get started

ActivateActivate Interaction Management.	ConfigureConfigure interaction components, determine which actions occur depending on the state of the interaction, and configure States determine the behavior for interactions. For each state of the interaction life cycle, you determine which routine actions to perform.
UseManually create interactions or associate records with an interaction.	ReferenceLearn about the components installed with Interaction Management.

Troubleshoot and get help

• Virtual Agent interaction records
• ServiceNow Community forums
• Search the Known Error Portal for known error articles
• Contact Customer Service and Support

• Activating the Interaction Management system
  An administrator can activate the Interaction Logging, Routing, and Queueing plugin (com.glide.interaction) to access the functionality.
• Configuring Interaction Management
  You can configure the behavior of an interaction and the types of information that is stored with the record. You can also use interaction wrap up to provide agents with a brief wrap-up period at the end of customer conversations.
• Using Interaction Management
  Most interaction creation takes place in other applications, to control channels. When needed, you can create an interaction from the Interaction application.
• Interaction Management reference
  Learn about the components installed with Interaction Management.