Read the Interactions tab
Every call, text and email with a shopper, what the Result and Detail columns mean, and how a reply gets classed.
Last reviewed November 7, 2026
What the tab shows
The Interactions tab lists every call, text and email, sent and received, newest first. Filter by campaign, channel, direction, result or detail. A call's play button plays its recording in the list. View opens the recording, the summary, and the transcript or message, with links to the lead and the campaign run. A Test badge marks interactions from test runs.
Result
| Result | What it means |
|---|---|
| Delivered | A text or email went out, or a call reached voicemail. |
| Engaged | The shopper replied, contacted you, or spoke on a call. |
| No answer | Nobody picked up, the line was busy, or the shopper did not speak on the call. Also a call that reached the wrong person. |
| Failed | A text could not be delivered, or a call failed. |
The filter's wording puts voicemail under No answer, but a voicemail shows as Delivered, with Voicemail in the Detail column.
Detail
| Channel | What Detail can say |
|---|---|
| Call | Line busy, Shopper did not answer, Voicemail, Agent ended the call, Shopper ended the call, Silence timed out, Call reached its time limit, Wrong person answered, Call failed, Call could not start |
| Text | Sent, delivered, not delivered, or a reply received |
| Email delivered, Email opened, Email link clicked, Email reply received | |
| Any | Simulated (nothing sent) |
Simulated (nothing sent) means the step ran and ACR recorded what it would have sent, and nothing reached the shopper. You see it on test runs, and on every run while live sending is off for ACR.
How a reply gets classed
ACR reads each reply and each finished call, then records one of these on the interaction and the run.
| Class | When |
|---|---|
| Positive | They intend to buy, accepted the offer, or asked for the link or code. |
| No decision yet | They are thinking about it, asked a question, or want more time. |
| Negative | They are not interested, bought elsewhere, or the cart was a mistake. |
Three kinds of reply skip that step. An opt-out in any wording stops all contact. A request for a person becomes a hand-off. A reply ACR cannot read, or any text reply on a store with no text AI set up, moves the lead to Needs review.
Engaged here and engaged for credit
The Engaged result only means the shopper said something. To credit an order by engagement, ACR uses a stricter test: a reply, the shopper contacting you, a click on a link ACR sent, or more than 10 seconds of the shopper speaking on a call. Reaching voicemail never counts.