Interaction Channels

Interaction channels have varying levels of management within the MotionCX web portal. Chat and Case interactions are fully managed within the web portal, while voice is primarily managed outside of the web portal. The summaries below give general guidance on the use of the MotionCX interaction channels. Please review your organizations SOP for specifics on using and managing your interaction channels.

Voice Interactions

Voice interactions are primary managed outside of the MotionCX web portal via the MotionCX Agent application or with a physical phone. While using the web portal is not mandatory for voice interactions, it does provide the ability to add/edit additional case details using the standard Case Management activities.

Chat Interacitons

Chat interactions are fully managed within their corresponding case tab on the Cases > All Cases page of the MotionCX web portal. A chat window will be displayed within the case tab and will allow for viewing and responding to chat messages. Review the Chat Interactions documentation for more information.

Case & Email Interactions

Case and email interactions are fully managed within the MotionCX web portal. These types of interactions will be managed using the standard Case Management activities. It is important to note that these types of interactions will primarily use Public Case Comments for external communication.