---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/servicenow-platform

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Interaction Management

# Interaction Management {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Interactions provide a centralized location for all communication channels in the platform. Each interaction represents a request for assistance through a given channel, for example, a call or a chat. The purpose of Interaction Management is to help get insights into the channel's effectiveness.

## Overview of Interaction Management {#interaction-management__section_gkd_3gh_jxb}

The ServiceNow AI Platform offers several forms of queuing and communication management, but each system is tightly coupled to the specific area. Interactions offer an alternative, flexible, and more extensible option so that each
product area can use the same framework.

## Get started {#interaction-management__section_hkd_3gh_jxb}

|-|-|
| [ActivateActivate Interaction Management.](https://servicenow-prod.fluidtopics.net/ydamrCfZWzZRgAaYo8_Qlw "An administrator can activate the Interaction Logging, Routing, and Queueing plugin (com.glide.interaction) to access the functionality.") | [ConfigureConfigure interaction components, determine which actions occur depending on the state of the interaction, and configure States determine the behavior for interactions. For each state of the interaction life cycle, you determine which routine actions to perform.](https://servicenow-prod.fluidtopics.net/V2z~PORe8JwOhzbmqWNkPw "You can configure the behavior of an interaction and the types of information that is stored with the record. You can also use interaction wrap up to provide agents with a brief wrap-up period at the end of customer conversations.") |
| [UseManually create interactions or associate records with an interaction.](https://servicenow-prod.fluidtopics.net/gMRG4xr0nTmXa8kwhI5g1Q "Most interaction creation takes place in other applications, to control channels. When needed, you can create an interaction from the Interaction application.") | [ReferenceLearn about the components installed with Interaction Management.](https://servicenow-prod.fluidtopics.net/N~n75AJH~W4mS5LP5KMq3A "Learn about the components installed with Interaction Management.") |
[ ]

{#interaction-management__table_ikd_3gh_jxb}

## Troubleshoot and get help {#interaction-management__section_mkd_3gh_jxb}

* [Virtual Agent interaction records](https://www.servicenow.com/docs/access?context=va-interactions&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US)
* [ServiceNow Community forums](https://www.servicenow.com/community/)
* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case)
{#interaction-management__ul_nkd_3gh_jxb}
* **[Activating the Interaction Management system](https://servicenow-prod.fluidtopics.net/ydamrCfZWzZRgAaYo8_Qlw)**   
  An administrator can activate the Interaction Logging, Routing, and Queueing plugin (com.glide.interaction) to access the functionality.
* **[Configuring Interaction Management](https://servicenow-prod.fluidtopics.net/V2z~PORe8JwOhzbmqWNkPw)**   
  You can configure the behavior of an interaction and the types of information that is stored with the record. You can also use interaction wrap up to provide agents with a brief wrap-up period at the end of customer conversations.
* **[Using Interaction Management](https://servicenow-prod.fluidtopics.net/gMRG4xr0nTmXa8kwhI5g1Q)**   
  Most interaction creation takes place in other applications, to control channels. When needed, you can create an interaction from the Interaction application.
* **[Interaction Management reference](https://servicenow-prod.fluidtopics.net/N~n75AJH~W4mS5LP5KMq3A)**   
  Learn about the components installed with Interaction Management.