Overview

Interactions is Cognivo's shared workspace for customer conversations through the WhatsApp Business API. It preserves message history and links each conversation to operational context so agents can respond, collaborate, and follow up from one place.

What an interaction contains

The interaction detail view combines the conversation with contact information, priority, issue type, assignees, notes, tags, and followers. Related customer data, account source, status history, attachments, and WA Call history provide additional context when available.

Recommended workflow

1. Open the interaction list and use search or filters to find new or assigned work.
2. Review the full message history and linked contact before responding.
3. Set the correct priority, issue type, assignee, and tags.
4. Add an internal note when context should be preserved for another team member.
5. Update the interaction status as work progresses and mark it solved only after the request is complete.
6. Create a related lead or task when the conversation requires sales progression or a later action.

Why status and ownership matter

Accurate status shows whether a conversation still needs attention. A clear assignee prevents duplicate replies and missed follow-up. Managers can use these fields to balance work and identify unresolved customer needs.

Next steps

See Interaction details for the workspace layout, Contacts, source, and history for supporting context, and Best Practices for team operating guidance.