A computer-implemented method, comprising: receiving, by an interaction flow processor and from a multi-channel communications system, a first request via a first communications channel of a plurality of different communication channels, and a second request via a second communications channel of the plurality of different communication channels, to execute a same interaction site for enabling communications to be exchanged between the multi-channel communications system and a user device, the plurality of different communication channels including an interactive voice response, IVR, channel, wherein the first communications channel is different from the second communications channel; identifying the same interaction site based on the first request and the second request; accessing a common interaction flow document for the identified interaction site in response to the first request, and further in response to the second request, the common interaction flow document including states of a communication flow shared by the plurality of different communication channels, and code for initiating the same interaction site between a user device and the multi-channel communications system to enable the user device to communicate with the multichannel communications system using one of the first and second communication channels; determining, by the interaction flow processor, one of the first and second communications channel used by the user device to contact the multi-channel communications system; based on the determined communications channel, translating the code of the common interaction flow document to one of a first code and a second code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over one of respectively the first and second communications channel; and transmitting, to the multi-channel communications system, a response that includes the translated code. receiving, by an interaction flow processor and from a multi-channel communications system, a first request via a first communications channel of a plurality of different communication channels, and a second request via a second communications channel of the plurality of different communication channels, to execute a same interaction site for enabling communications to be exchanged between the multi-channel communications system and a user device, the plurality of different communication channels including an interactive voice response, IVR, channel, wherein the first communications channel is different from the second communications channel; identifying the same interaction site based on the first request and the second request; accessing a common interaction flow document for the identified interaction site in response to the first request, and further in response to the second request, the common interaction flow document including states of a communication flow shared by the plurality of different communication channels, and code for initiating the same interaction site between a user device and the multi-channel communications system to enable the user device to communicate with the multichannel communications system using one of the first and second communication channels; determining, by the interaction flow processor, one of the first and second communications channel used by the user device to contact the multi-channel communications system; based on the determined communications channel, translating the code of the common interaction flow document to one of a first code and a second code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over one of respectively the first and second communications channel; and transmitting, to the multi-channel communications system, a response that includes the translated code.