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Core concepts

What are the core concepts of Engage Interactions, such as sources, threads, interventions, and web messaging?

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The core concepts of Engage Interactions include sources, threads, interventions, and web messaging.

  • Sources refer to the origination of a customer interaction and represent on which platform a given interaction is taking place. Examples of sources include Twitter, Facebook, YouTube, etc.
  • Threads are created when a customer initiates a conversation via a source. Each thread is associated with some content and an identity to identify what was said/shared and who posted it.
  • Interventions are created when an agent chooses to engage with a customer within a thread. An intervention is similar to a ticket or case and remains open until the agent successfully resolves the issue.
  • Web Messaging is a fully integrated three-in-one source offered by RingCentral Engage. It includes live chat mode, messaging mode, and mobile mode.

For more information, you can refer to the Introduction to Engage Interactions documentation.

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