| Suite | All plans |
| Support with | Live chat and messaging all plans |
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 an issue could be better handled through another channel.
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. To update the CSAT trigger, your account must have the customizable CSAT survey feature.
This article includes the following sections:
Turning on the end session feature for agents
To turn on the end session feature for agents
- In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging. - Click Manage settings.
- Under Advanced, click Ending sessions.
- Select Agents can end messaging sessions at any time
- Click Save settings.
Turning off the end session feature for agents
If you don't want agents to be able to end messaging sessions, you can turn off this behavior.
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.
- Under Advanced, click Ending sessions.
- Deselect Agents can end messaging sessions at any time.
- Click Save settings.
2 comments
Paul K
It'd be helpful if this article showed what it looks like from an agent's perspective when they are ending a session.
It would also be great to know if it's possible to end a session via Triggers and/or Macros. As a use case, when a ticket is escalated to another team for further investigation, the agent will likely need to end the session, as the conversation won't continue until another team has picked it up and done their investigation. Being able to include that in a Macro and/or Trigger means the agent doesn't need to remember to end the session every single time they escalate a ticket.
2
Chris Batt
+1 for what Paul K said.
We have some use cases where an available Trigger to end the session would remove the obligation to train our agents to do it manually each time.
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