Interaction Object
The interaction object is a document for an outbound customer contact with the status completed. The interaction object can be generated for all asynchronous channels, such as e-mail, fax, SMS, and open channel.
Technically speaking, the interaction object is an entry in the contact tracking table that contains details about a customer contact but is not linked to the business transaction.
Interaction objects are usually generated in mass-marketing business to log customer contacts when the creation of activities is not desired. This improves performance and reduces unnecessary data volume. However, you still have a constant overview of which customer was contacted at what time and through which medium, and can subsequently carry out reporting for your marketing activities.
You can also create follow-up documents for interaction objects (for example, lead, opportunity) and display the entire document flow related to the object.
Structure
The header of the interaction object displays the contact recipient, the channel, as well as the creation time and date. In the B2B scenario, the organization is also included. You can also see the campaign in which the contact took place and can branch directly to this campaign.
Next to this, the text and the category of the outbound contact is displayed (in the case of a fax in Portable Document Format (PDF)) along with all related follow-up documents.
Integration
The interaction object can be displayed in the contact history of activity management, in the business partner fact sheet, in account management and in the interaction center.
Reporting is possible for the interaction object thanks to the integration with SAP Business Information Warehouse.
For more information on how the interaction object behaves in different applications, see Creating Outbound Customer Contacts with Interaction Objects.