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Working Activities

An activity is one piece of work for one contact: a call to make, a text to send, or an inbound call to log. Agents work their activities from Interaction Center > Activities and from each contact's page.

MenuInteraction Center > Activities
PermissionsList activities, List contact activities, Complete own activity, and Create and edit activities for Add Activity and Edit (the Agent role has them; Manage activities also allows creating and editing)
FeatureOmnichannel Management

Your activity list​

Interaction Center > Activities lists the manual activities assigned to you that are not started yet, newest first. Each row shows the contact, the number or address, the channel, the attempt number, when it is scheduled, and the contact's current local time, so you know whether it is a good time to call.

Narrow the list with the filters: Urgency, Subject, Channel, Time zone, Attempts and Scheduled.

Complete an activity​

  1. Click Complete on the activity.
  2. Read the details and instructions, call or text the contact, and fill in the subject's fields.
  3. If several contacts share the number, pick the right Contact.
  4. Add Notes and pick the Disposition.
  5. Check the preview of what happens next. Change a follow-up's Schedule at or add Preparation notes for whoever works it.
  6. Click Complete. The subject flow runs straight away.

If someone else already completed the activity, you get a warning and your disposition is not recorded.

Create activities by hand from a contact​

Open the contact (Interaction Center > Contacts, then List Activities) and use Add Activity. This screencast schedules an outbound call and then logs an inbound call for the same contact:

Schedule an outbound activity​

  1. Click Add Activity > Outbound.
  2. Pick the Subject content type, the Schedule at time, the User to assign activity to, the Urgency level and any Instructions. Only outbound subjects are listed.
  3. Click Save. The activity appears under Scheduled Activities on the contact, and in that user's activity list.

Log an inbound call​

When a customer calls you directly:

  1. Search Interaction Center > Contacts for their number, for example phone:7025550108, and open the contact.
  2. Click Add Activity > Inbound and pick the Inbound subject. The page reloads with that subject's fields and dispositions.
  3. Fill in the subject's fields, add Notes and pick the Disposition. Only the dispositions the subject flow has an action for are listed.
  4. Check Workflow results: it previews what the disposition does next, for example a follow-up activity with its Schedule at time. Change the time or add Preparation notes if you need to.
  5. Click Log Activity.

The activity is saved as completed by you, and the subject flow runs at once. In the screencast, Test Drive Booked schedules a Test Drive Follow-up call two days later.

If the caller is not in the system yet, create the contact first, then log the call:

Other actions on a contact's activities​

On a contact's Activities page, scheduled activities have Complete, Edit and Purge; completed ones have Edit and, for AI conversations, Review AI conversation. Editing a completed activity changes only its disposition and notes; it does not re-run the flow. Purge (with the Purge activity permission) permanently marks a manual, not-started activity as purged.