Handle Interactions in Agent

There are two kinds of interactions you can handle in CXone Mpower Agent: voice and digital. Voice interactions include:

• Calls

• Voicemails

Digital interactions are message-based. They include:

• Chats

• Emails

• SMS (text messages)

• Social messages through Apple Messages for Business, Facebook, Instagram, LINE, Microsoft Teams, X (formerly known as Twitter), and WeChat.

• Social platform interactions on Apple Apps Reviews, Facebook, Google Play, Google Maps, Instagram, LinkedIn, X (formerly known as Twitter), and YouTube

• WhatsApp messages