Allowing agents to end messaging sessions

You can allow agents to end a messaging session with an end user in the Agent Workspace if they think no further real-time discussion is needed. This can be useful when you want to prevent a customer from covering multiple issues in a single conversation or when the issue could be better handled through another channel.

Note: This setting is on by default. However, if you turned on messaging for your account before this feature was released, the option is off by default.

To turn on the end session feature for agents

1. In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging.
2. At the top of the Messaging page, click Manage settings.
3. In the Advanced section, click Ending sessions.

   

4. Select Agents can end messaging sessions at any time
5. Click Save settings.

To turn off the end session feature for agents

1. In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging.
2. At the top of the Messaging page, click Manage settings.
3. In the Advanced section, click Ending sessions.
4. Deselect Agents can end messaging sessions at any time.
5. 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.

Note: To update the CSAT trigger, your account must have the customizable CSAT survey feature.