Searches interaction records by channel or related terms and generates an engagement summary for specified or all channels, including case, chat, email, surveys, and voice.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Data 360 and the Customer Signals Intelligence add-on |
| User Permissions Needed | |
|---|---|
| See Common User Access for Standard Agent Actions. | |
Action Details
| API Name | FindSimilarInteractions |
| Reference Action Type | Standard Action |
| Does this action execute one or more prompt templates? | Yes |
| Required Setup | Set Up Draft Case Response, Find Similar Cases, and Find Similar Interactions Agent Actions |
Find Similar Interactions and Prompt Templates
This agent action creates a summarized list of similar or related interactions across the requested channels.
Guidelines and Considerations
The Find Similar Interactions action requires the activation of Customer Experience Intelligence.