The end interaction button is a new feature reflecting on the contact card and inside the new view Connected Interactions for agents.
The End interaction button will display for:
- - Inbound Email interactions
- - Inbound SMS interactions
- Campaign Leads
However, the end interaction button will not be visible until the agent contacts the campaign lead/callback
Therefore, the agent will not see "End interaction" for these tasks. He/she will, however, be on conversing, if he/she closes the card before calling the callback/campaign lead, they will remain in a conversing state.
If for some reason the agent does not want to contact the customer, he/she can take himself/herself off of conversing by going to the connected interactions view. There they will see the callback/Campaign lead with the "End" button available.
This allows an agent to have full control of the interaction they are currently occupied with.
This also means that agents will no longer be able to end these types of interactions by simply closing the contact card.