This article includes the following sections:
Understanding the user experience when messaging conversations are ended
The setting for ending messaging sessions observes all group, organization, and user permissions, as well as omnichannel and standard routing rules. It’s important to understand how manually ending a messaging conversation impacts the agent and end-user experiences.
This section includes the following topics:
About the agent experience when conversations are ended
When you allow agents to end messaging sessions, the End session option appears in the messaging composer.
When an agent ends a messaging conversation:
- The Messaging option is deactivated in the composer’s channel menu for that conversation.
- The end session 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 no longer communicate with the customer through the messaging channel but can connect using other 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 session and ticket.
- Agent capacity is released (or not released) based on the account’s omnichannel messaging activity routing configuration
- The ticket status is not updated.
About the end-user experience when conversations are ended
The customer isn't automatically notified when an agent ends a messaging session. They’ll remain unaware that the session has ended until they enter a new comment in the conversation channel, which 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 that, before ending the session, they should inform the customer that the conversation will be ended and that any new comments will result in a new messaging interaction and ticket. Agents can enter their own comments, or 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 to allow agents to end messaging sessions is on by default for new messaging users. If you had messaging turned on for your account before the feature was released, it is off 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. Deslect this option to turn off the feature.
- 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.