What constitutes an interact segment for these media types?
If there is an email written to 3 different agents, and all three agents view the email, does this constitute an interact segment, or is it not an interact segment until an agent replies to an email?
Regarding messages, what I'm seeing in the testing environment for a customer is a transcript with no message from the agent, though the agent has an interact segment for the conversation. This makes me assume that an interact segment can be triggered just by viewing the page with the message from the customer. Is this an accurate assumption?