Introduction

This guide explains how to create an Interaction in iMIS and, where required, convert that interaction into a Case. Interactions should be created for all member contact that does not relate to case to ensure accurate records, continuity, and effective follow-up.

Step 1: Navigate to the Member Profile in iMIS

You can access a member’s iMIS profile in several ways:

Option 1: Search directly in iMIS

• Use the iMIS search to locate the member, you will need identifying member details such as:
  
• Member Number
  
• Member Name
• Phone number
  
• email address
• After finding the member, you will see three navigation options:
  • ID – Opens the member About page
  • Interactions – Opens the member Interactions page
  • Cases / Finance – Opens the member Cases page

Tip: The Interactions option is generally the best place to start, as it allows you to review any recent activity before creating a new interaction.
(This may be updated once the combined Cases / Notes / Interactions page is finalised.)

Option 2: Zoom phone integration

• Click the Zoom pop-up link if the system successfully identifies the member.
  

Option 3: Zoho ticket link

• Click the iMIS profile link from within the Zoho ticket, this accessed by clicking the ellipses when viewing a ticket.
  

Step 2: Create a New Interaction

Once you are on the member’s profile, there are two ways to create an interaction:

• Click Add Interaction on the left-hand side, below the member summary
  
• OR if you are already on the Interactions tab, click Add Interaction at the top of the page
  

Step 3: Complete the Interaction Fields

Mandatory fields

There are three mandatory fields that must always be completed:

• Interaction Type – The method of communication (e.g. phone, email)
• Related To – The category of the interaction
• Notes

Additional fields (when relevant)

• Case Type
  • Must be completed if the interaction relates to an industrial issue, as it may need to be converted into a case.
• Assigned To, Follow-Up Date, Follow-Up Actions/Next Steps, and Relevant Job
  • Should be completed where further work is required, or the interaction is likely to convert into a case.
• Ticket URL
  • Required only if the interaction originated from a Zoho ticket.
  • Paste the Zoho ticket URL into this field.

Note - Reviewing prior interactions

• To review previous interactions while creating a new one:
  • Expand the Prior Interactions dropdown
  • Click Find

Step 4: Interaction Notes – Required Structure

Interaction notes should follow a consistent structure so that any MSO or supervisor can clearly understand the issue and next steps.

Recommended structure:

• Background
  Employment length, classification, role, and any relevant context.
• Issue
  What the member is seeking assistance with. Limit this to one or two clear issues.
• Member Seeking
  The outcome or resolution the member is seeking.
• Advice
  Advice provided during the interaction (if any).
• Actions
  Actions arising from the advice. This may resolve the enquiry or lead to a case being created.

Step 5: Submit the Interaction

• Once all relevant information has been entered, click Submit (bottom-right corner).
• The interaction will publish to the member’s profile.

Step 6: Convert the Interaction to a Case (If Required)

• Click Convert to Case.
• All fields that align with case fields will automatically populate.
  

Zoho ticket linkage

• If the interaction relates to a Zoho ticket:
  • Click the Click here link in the Ticketing System column.
  • This link will only appear if a Ticket URL has been entered.\
    

Step 7: Editing an Interaction

• If changes are required, click Edit on the interaction.
• Update the relevant fields and save.
  

What Good Looks Like – Interactions in iMIS

An interaction is completed to a good standard when:

✔ Information is complete and accurate

• Mandatory fields are completed
• Case Type is selected for industrial matters
• Ticket URL is included where the interaction originated from Zoho

✔ Notes are clear and structured

• Notes follow the Background → Issue → Member Seeking → Advice → Actions format
• Issues are clearly defined and not combined
• Advice and actions are easy for another MSO to follow

✔ Next steps are clear

• Follow-up fields are completed where further action is required
• It is clear whether the matter is resolved or progressing to a case

✔ Continuity is supported

• Another MSO can pick up the interaction and understand:
  • what has occurred,
  • what advice was provided, and
  • what needs to happen next.