An Interaction is a file containing a visual representation of any workflow used in the customer service environment. Each component of the flow is called an Interaction Element. Elements are added to the flow by using either the Insert menu, or by clicking the relevant toolbar icon. Configuration settings for the element are defined when the element is added, and can be modified afterward.

In an Interaction, the elements follow one another in the logical order of the workflow. (For example, a Question element is often followed by Choice elements, which guide users in answering the question.) The Interaction elements are joined together by lines which are called Connectors (Using Connectors). An element can be connected to multiple other elements, depending on the complexity of the workflow.

In the following simple example Interaction, users are presented with a multiple choice Question (What type of problem do you have?). After users select one of the three possible responses, they are presented with a Statement confirming their choice (You have selected <Choice>). Note the position of the Connectors in the Interaction.