# View and manage interactions

Interactions are the record of every communication between your company and a borrower — calls, emails, texts, web chats, and mail. Each interaction is linked to a case and visible in the borrower's interaction history. Use the interaction tools in the CRM to review past communications, filter by channel or status, start new outbound interactions, and record external interactions.

**Availability:** All clients
**Required permissions:** `interaction:read.sensitive` (to view sensitive interaction content)

## View interaction history

From the [borrower detail page](/servicing-operations/agent-portal-crm/crm-borrower-card), the NavColumn sidebar displays the borrower's interaction history below the cases section. Each interaction card shows the channel, direction, status, and a brief preview.

Scroll the interaction list to browse past communications, or use the search and filter controls to narrow results.

## Search and filter interactions

The interaction history section includes search and filter controls that let you find specific communications.

Type in the search bar to find interactions by content. Select **More filters** to narrow results by any combination of these criteria:

| Filter | What it matches |
|  --- | --- |
| **Interaction Channel** | The communication type: Voice, Email, Text, Chat, or Mail. |
| **Associated case** | The case the interaction is linked to. |
| **Status** | The interaction status: Attempted, Succeeded, Failed, Scheduled, Canceled, or In Progress. |
| **Status Details** | Granular status detail (e.g., Email Delivered, Voice Left Voicemail). |
| **Reason** | The interaction theme (e.g., Collections, Servicing: General). |
| **Direction** | All, Inbound, or Outbound. |
| **Type** | All, Internal, or External. |
| **Recorded** | Show only recorded interactions. |
| **Missed call** | Show only missed calls. |
| **Locked Interactions** | Show only interactions marked as sensitive. |


Filters combine with AND logic — results must match all active filters.

## View an interaction

Select an interaction card in the NavColumn to view its details. The interaction opens in a **resource overlay** on top of the current page — it does not navigate away. If you arrive via a direct link (`/crm/borrowers/:borrowerId/interactions/:interactionId`), the CRM opens the overlay and then redirects the URL back to the borrower hub.

## Create an outbound interaction

In the NavColumn header, select one of the quick action buttons (email, phone, text, or mail icons) to open the draft interaction editor for that channel. These create native Peach outbound interactions — the interaction is recorded and delivered through the Peach system.

## Record an external interaction

An external interaction is one that happened outside the Peach system — for example, a call taken on a personal phone or an email sent outside Peach. Use this to keep a record of the communication in the borrower's history.

1. In the interactions section of the NavColumn, select **Add**.
2. Select a **Channel**: Call, Email, or Text.
3. Select **Create external interaction**.


The CRM opens a form to record the details of the interaction. External interactions are always created in the context of a specific borrower.

## Interaction channels

| Channel | Description |
|  --- | --- |
| **Email** | Send or receive emails. Outbound emails use your company's configured templates or freeform composition. |
| **Voice (Call)** | Inbound and outbound phone calls handled through the Twilio integration. Call tasks appear in the task queue. |
| **Text (SMS)** | Send or receive text messages. Outbound texts are initiated from the interaction editor. |
| **Web chat** | Real-time chat sessions initiated by borrowers on the Borrower Portal. Chat tasks appear in the task queue. |
| **Mail** | Physical letters sent to borrowers. Tracked as interactions in the history. |


## Sensitive interactions

Some interactions are marked as containing sensitive information. When an interaction is sensitive:

- Agents with the `interaction:read.sensitive` permission can view the full content.
- Agents without this permission see the interaction card but cannot view its content. The content area displays: *"Content is locked. Only those with access, like a manager, can unlock this content."*


**Account credentials interactions** are a special category. These are automatically created by the system when sending one-time authentication codes to borrowers. They are never displayed to any agent in the CRM regardless of permissions. The CRM shows: *"Account Credential" interactions are never displayed in the CRM because they contain information used to verify borrower details.*

## How interactions relate to cases

Most interactions in the CRM are associated with a case. When you record an **external interaction** — one that happened outside the Peach system, such as a call taken on a personal phone — you can optionally link it to a case during creation. External interactions are always created in the context of a specific borrower.

Separately, inbound email and voice interactions that arrive through Peach but cannot be matched to a known borrower appear in the Manager Dashboard's **Unassociated Interactions** view. A manager can review these and link them to the correct borrower.

Interaction notes are separate from borrower notes and case notes. They are scoped to the individual interaction and appear in the interaction detail view.

## Related pages

- [View borrower details](/servicing-operations/agent-portal-crm/crm-borrower-card)
- [Manage borrower notes](/servicing-operations/agent-portal-crm/crm-borrower-notes)
- [Work the task queue](/servicing-operations/agent-portal-crm/crm-tasks)
- [Navigate the CRM](/servicing-operations/agent-portal-crm/crm-overview)