Interactions & Channels
An interaction is a conversation between your organization and a patient over a channel — live chat, SMS, or voice. Interactions are how patients experience Elegant Machine; tasks are how your team experiences the work those conversations create.
Every interaction has a parent task
This is the platform's central structural rule. When a conversation starts on any channel — inbound or outbound — it is attached to a task. If no task exists yet, one is created for it.
The consequence: there is no such thing as an orphaned conversation. The transcript, the follow-up work, the discussion about the case, and any documents involved all hang off the same task. Channels are always the leaves of the tree; tasks are the nodes.
Channels
Live chat. Patients reach you through chat widgets embedded on your websites. Widgets are configured in Admin › Widgets — each widget defines the experience for a particular site or entry point.
SMS / texting. Text conversations run over phone numbers your organization manages in Admin › Phone Numbers, including carrier registration and messaging campaigns.
Voice. Phone calls are interactions too — held by AI agents or people, with the same parent-task rule and the same reviewability as every other channel.
A conversation is not locked to its channel's limitations: the same task can accumulate interactions across different channels as a case progresses.
Reviewing conversations
Every channel produces a reviewable record. In Insights › Transcripts you'll find:
- Live Chat Logs — transcripts of widget conversations
- SMS Chat Logs — text conversation history
- Voice Chat Logs — records of voice interactions
Alongside transcripts, Insights › Audits provides audit logs covering chat activity and login/access events.
Updated about 2 months ago