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🗣️ Understanding Interactions in
🗣️ Understanding Interactions in

An interaction is a specific conversation between people, distinct from transactions and varying by participants and topics.

Updated over a week ago

Understanding how interactions are defined in our system is crucial for effectively using our analytics platform. This article clarifies what counts as an interaction and how it differs from a transaction.

💬 What is an Interaction?

At, an interaction is defined as a unique and specific conversation between two or more individuals within a store setting. This definition helps us capture the nuances of customer and employee communications more accurately than merely tracking transactions.

💸 How Do We Differentiate Interactions from Transactions?

  • Interaction vs. Transaction: A transaction refers to the completion of a business exchange, such as a purchase at the register. An interaction, however, involves communication and can occur at any point during a customer's visit, not just at the point of sale.

  • Multiple Interactions in a Single Transaction: It is possible to have multiple interactions within a single transaction. For example, while one person might be paying at the register, another might ask about restroom facilities or other services. Each distinct topic discussed by different individuals can constitute separate interactions.

🗣️ What Counts as a Single Interaction?

  • Multiple Participants: An interaction continues to be counted as one as long as the conversation involves the same participants discussing the same or related topics.

  • Change in Participants or Topics: If a third person joins and shifts the conversation to a distinctly different topic, it might be considered a separate interaction, especially if there is a notable pause between the topics or the conversation shifts dramatically.

🧮 Factors Influencing New Interactions

  1. Number of Participants: Adding more people to a conversation doesn’t necessarily create a new interaction unless they introduce a new discussion thread.

  2. Subject Matter: Switching topics can lead to a new interaction being identified, particularly if the new topic is unrelated to the initial discussion and involves different engagement from the participants.

  3. Time Between Conversations: A significant pause between conversational exchanges can also define a new interaction, as it often indicates the conclusion of one topic and the beginning of another.

✅ By focusing on interactions rather than transactions, provides deeper insights into the quality of customer service and engagement within your store. This approach allows for a richer analysis of the customer experience beyond the transactional data, giving store managers and owners actionable intelligence to improve service and operations.

If you have any further questions about how interactions are defined or recorded in our system, please don't hesitate to reach out to our support team for assistance. We are here to help you make the most out of your experience!

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