{"id":3160,"date":"2023-01-25T15:26:18","date_gmt":"2023-01-25T14:26:18","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&#038;p=3160"},"modified":"2025-09-11T10:13:28","modified_gmt":"2025-09-11T08:13:28","slug":"history-of-interactions","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/history-of-interactions\/","title":{"rendered":"History of interactions"},"content":{"rendered":"\n<figure class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1080\" height=\"400\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2024\/09\/Smart-licence-needed-2.png\" alt=\"\" class=\"wp-image-3984\" style=\"width:250px\"\/><\/figure>\n\n\n<p>[<em>Reading time: 3 minutes<\/em>]<\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Overview<\/h2>\n\n\n\n<p>The <strong>History of interactions<\/strong> module in the Banner allows agents and managers to review past interactions handled within INO cx.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"670\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Design-sans-titre-1-1024x670.png\" alt=\"\" class=\"wp-image-5360\" style=\"width:250px\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Design-sans-titre-1-1024x670.png 1024w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Design-sans-titre-1-300x196.png 300w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Design-sans-titre-1-768x503.png 768w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Design-sans-titre-1-50x33.png 50w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Design-sans-titre-1-1536x1005.png 1536w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Design-sans-titre-1-60x39.png 60w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Design-sans-titre-1-100x65.png 100w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Design-sans-titre-1.png 1945w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n<p>This module provides access to interactions over a sliding 3-month period and includes filtering, sorting, and detailed interaction views.<\/p>\n\n\n<h2 class=\"wp-block-heading\">1. Access rights<\/h2>\n\n\n\n<p>The visibility of interactions depends on the user\u2019s type:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Manager<\/strong>: Can access their own interactions and those of the team members they manage. They can also access <strong>smart interactions<\/strong> from the queues of their active profile.<\/li>\n\n\n\n<li><strong>Collaborator<\/strong>: Can access their own interactions.<\/li>\n\n\n\n<li><strong>Administrator<\/strong>: Can access <strong>smart interactions<\/strong> from the queues of their active profile (only for the flows they are allowed to see). They can also access all direct interactions.<\/li>\n<\/ul>\n\n\n\n<p>Access to this module is controlled at the <strong>Profile level<\/strong> in the Maker. The <em>History of interactions<\/em> permission can be enabled or disabled in the profile configuration.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"208\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-10.04.54-1024x208.png\" alt=\"\" class=\"wp-image-5363\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-10.04.54-1024x208.png 1024w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-10.04.54-300x61.png 300w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-10.04.54-768x156.png 768w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-10.04.54-50x10.png 50w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-10.04.54-1536x312.png 1536w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-10.04.54-60x12.png 60w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-10.04.54-100x20.png 100w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-10.04.54.png 1968w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">2. List of interactions<\/h2>\n\n\n\n<p>When you open the module, the system displays a list of interactions.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Default filter<\/strong>: The list is automatically filtered to show the interactions of the current day.<\/li>\n\n\n\n<li><strong>Date filter<\/strong>: You can modify the period, up to a maximum of <strong>3 rolling months<\/strong>.<\/li>\n\n\n\n<li><strong>Search bar<\/strong>: Allows quick filtering by phone number or email address in the <em>Contact<\/em> column.<\/li>\n\n\n\n<li><strong>Advanced filter<\/strong>: Provides filtering across all available columns, and additional criteria such as template used (email\/SMS) or interaction IDs. Filters can be combined.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"372\" height=\"1024\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-11.49.48-372x1024.png\" alt=\"\" class=\"wp-image-5364\" style=\"width:250px\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-11.49.48-372x1024.png 372w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-11.49.48-109x300.png 109w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-11.49.48-18x50.png 18w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-11.49.48-22x60.png 22w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-11.49.48-36x100.png 36w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/09\/Capture-decran-2025-09-08-a-11.49.48.png 546w\" sizes=\"auto, (max-width: 372px) 100vw, 372px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Columns<\/h3>\n\n\n\n<p>Each row in the list represents one interaction. The available columns include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Start date<\/strong><\/li>\n\n\n\n<li><strong>End date<\/strong><\/li>\n\n\n\n<li><strong>Flow<\/strong> (Voice, Email messaging, SMS messaging, WhatsApp messaging, WhatsApp campaign, Telegram messaging, Chat messaging, Messenger messaging)<\/li>\n\n\n\n<li><strong>Status<\/strong>: <em>Processed<\/em>, <em>Delivered<\/em>, <em>Warning<\/em> (for emails), <em>Aborted<\/em>, or <em>Dissuaded<\/em> (hover to see the reason).<\/li>\n\n\n\n<li><strong>Direction<\/strong>: <em>Incoming<\/em> or <em>Outgoing<\/em><\/li>\n\n\n\n<li><strong>Original routing<\/strong>: <em>Smart<\/em> or <em>Direct<\/em><\/li>\n\n\n\n<li><strong>Current routing<\/strong>: <em>Smart<\/em> or <em>Direct<\/em><\/li>\n\n\n\n<li><strong>Advisor<\/strong><\/li>\n\n\n\n<li><strong>Queue<\/strong><\/li>\n\n\n\n<li><strong>Contact<\/strong> (with quick actions such as sending an SMS, calling, or sending an email directly from the list)<\/li>\n\n\n\n<li><strong>Voice campaign<\/strong><\/li>\n<\/ul>\n\n\n\n<p>At the end of each row:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>An <strong>arrow button<\/strong> opens the interaction details.<\/li>\n\n\n\n<li>If the interaction is linked to a CRM record, a <strong>CRM button<\/strong> opens the record in the CRM module of the Banner.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Sorting<\/h3>\n\n\n\n<p>All columns can be sorted by clicking on their headers. By default, the list is ordered from the most recent interaction to the oldest.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">3. Opening an interaction<\/h2>\n\n\n\n<p>An interaction can be opened in two ways:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>By clicking on the <strong>date<\/strong> of the interaction.<\/li>\n\n\n\n<li>By clicking the <strong>arrow button<\/strong> at the end of the row.<\/li>\n<\/ul>\n\n\n\n<p>The interaction opens in two parts:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Left panel (widget view)<\/strong>: Displays key information such as interaction ID, flow, direction, status, queue, participants, CRM card, case, events, SR data, etc.<\/li>\n\n\n\n<li><strong>Central panel (full page view)<\/strong>: Displays detailed information through several tabs.<\/li>\n<\/ul>\n\n\n\n<p>In the central panel, you can see several tabs:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Interaction<\/strong><\/li>\n\n\n\n<li><strong>Card<\/strong><\/li>\n\n\n\n<li><strong>Case<\/strong><\/li>\n\n\n\n<li><strong>Qualifications<\/strong><\/li>\n\n\n\n<li><strong>Survey answers<\/strong><\/li>\n\n\n\n<li><strong>Invoices<\/strong><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">4. Actions available<\/h2>\n\n\n\n<p>At the top right of the interaction view, several actions are available:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Refresh<\/strong>: Update the interaction view.<\/li>\n\n\n\n<li><strong>Settings (cogged wheel icon)<\/strong>: Allows actions such as creating a payment, creating\/assigning\/unassigning a CRM record, or creating\/assigning\/unassigning a case.<\/li>\n\n\n\n<li><strong>My buttons<\/strong>: Custom buttons configured for the user. See the dedicated article <a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/custom-buttons\/\" data-type=\"link\" data-id=\"https:\/\/help.ino.cx\/index.php\/help-center\/custom-buttons\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a> for more details.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>The interaction history displays all the details of interactions made over 3 months, regardless of the channel (voice, email, messaging), direction (inbound or outbound) and type (direct or Smart).<br \/>\nIn this article, we will see how to best use this module of the Banner.<\/p>\n","protected":false},"author":3,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[117,116,105],"ht-kb-tag":[132],"class_list":["post-3160","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-as-a-supervisor","ht_kb_category-as-an-agent","ht_kb_category-using-ino","ht_kb_tag-banner"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3160","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=3160"}],"version-history":[{"count":4,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3160\/revisions"}],"predecessor-version":[{"id":5388,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3160\/revisions\/5388"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=3160"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=3160"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=3160"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}