How are interactions created and how can this records be customisedSummaryOut of the box when an Interaction is created for a guest user, the user enters their name, email and the reason for visiting.Only the reason for visiting in populated on the interaction. This behaviour can be modify. For onsite queue, the code that generates the interaction will be in 'Walk-up Check-in' service portal widget. Client method called to submit checkin request - submitEmployeeRequest().This calls onEmployeeCheckIn() or onGuestCheckIn() depending on whether the checkin is for an employee vs guest.onEmployeeCheckIn() calls InteractionFacade.createEmpInteraction() to create the checkin whereas onGuestCheckIn() calls InteractionFacade.createInteraction() to create guest checkin. For online portal, the code will be in 'Online check-in experience' widget. Client method - submitEmployeeRequest().Server method - determineCheckInStatus() which calls InteractionFacade.createEmpInteraction() to create interaction For appointments, check out 'Create Appointment' business rule on wu_appointment table. Interaction is created by calling createInteraction() method of InteractionFacade extension point.The link to the extension point has a related list called 'Create Implementations'. sys_extension_point.do?sys_id=32ac386fb3621300eda5a72256a8dc07 You can add another implementation of this extension point, by adding a new script include say InteractionFacadeCustom and then adding this new script include as an implementation/extension instance under the extension point in the description. More information regarding the extension points can be found on the Developer Site