In messaging a "session" is the real-time exchange between the end user and a live or AI agent. For the end user, sessions are conducted in the Web Widget or mobile app; for agents, they're conducted in the messaging composer in Agent Workspace.
This article includes the following sections:
Understanding what happens when messaging sessions are ended
When an agent ends a messaging session, the agent and end-user experiences are impacted.
This section includes the following topics:
About the agent experience when messaging sessions are ended
When your account is configured to allow agents to conclude messaging sessions, agents have the option to end the session in the messaging composer.
When an agent ends a messaging session in a conversation:
- In Agent Workspace, the Messaging channel option is deactivated for that conversation.
- The session ending event is captured and displayed in the ticket event history.
- Agents can continue communicating with one another on the ticket using internal notes.
- Agents can contact the customer through other available channels.
- The customer can no longer add comments to that ticket. Customer comments entered in the messaging channel (Web Widget, for example) will start a new messaging conversation and ticket.
- When a session is ended, the messaging conversation session becomes inactive. If you're using omnichannel routing, this releases messaging capacity if count only active conversations towards agent capacity. See Counting inactive conversations toward agent capacity.
- The status of the ticket associated with the current messaging conversation isn't updated.
About the end-user experience when messaging sessions are ended
The customer isn't automatically notified when an agent ends a messaging session. They remain unaware that the session has ended until they enter a new comment in the conversation channel. Rather than continuing the conversation, this comment begins a new messaging session with a bot or agent and creates a new ticket.
To prevent customer confusion, you may want to instruct your agents to inform the customer that they're ending the conversation and that any new comments will result in a new messaging conversation and ticket. To streamline this communication, admins can create a macro with a standardized statement for them to use.
Turning on the option for agents to end messaging sessions
The setting is on by default.
To turn on the end session feature for agents
- In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging. - At the top of the Messaging page, click Manage settings.
- In the Advanced section, click Ending sessions.
- Select Agents can end messaging sessions at any time.
Deselect this option to turn off the feature.
- Click Save settings.
To turn off the end session feature for agents
- In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging.
- At the top of the Messaging page, click Manage settings.
- In the Advanced section, click Ending sessions.
- Deselect Agents can end messaging sessions at any time.
- Click Save settings.
If you are using CSAT surveys to collect customer feedback you may want to update your CSAT triggers to send the survey when the agent ends the messaging session. See Sending a CSAT survey when a messaging session ends.