Clarity on Live Chat vs. Messaging re: session-based vs. persistent conversations
I need a bit of clarity on session-based and persistent conversations.
For a bit of context, we are in the process of moving our chat offering to Zendesk. We are unsure if Live Chat or Messaging would be a better fit, but it seems Messaging may be best because of the workflow capabilities.
One of our requirements is if the customer returns to the chat/conversation window after a chat/conversation has concluded, this is treated as a new chat/conversation and routed to an available agent, rather than a continuation of the previous conversation. The customer does not need to end the conversation, but the agent must have the ability to end it so that any new conversation initiated by the customer is treated as a stand-alone chat/conversation.
From my understanding, this behavior is related to session-based conversations which are a feature of Live Chat, however, I'm seeing conflicting information about session-based conversations and Messaging.
For example, this article explicitly states that it is possible to have session-based conversations with Messaging: Messaging vs. live chat: Which is right for you?
But this article says the opposite: When do chats time out?
If anyone has suggestions or can provide clarity on this topic, I'd greatly appreciate it. It's unclear to me if this is a matter of just building out something to push a Messaging conversation to Solved and then Closed when the conversation concludes or if this requires further configuration.
Edit: if it's helpful, the experience we're looking for is similar to the experience of chatting with Zendesk at support.zendesk.com!
Hi Maddie F.,
This answer is based on my understanding as a fellow user. Hope it helps clarify things:
Both articles are correct. They refer to two different concepts that may be confused.
The session-based option in the first article refers to conversation history of unauthenticated end user. It enables admins to persist or not persist conversation history from the same device (the same browser session to be precise). So when an end user closes and reopens the window, the admin decides whether they can continue the conversation or be greeted as a new user.
But even if the conversation persists (for authenticated users or as configured by admin for unauthenticated users), it is definitely possible for agents to end conversations and allow any new message by end user to trigger the start of your flow. This is done by closing the ticket, which can only be done via a trigger. The most common approach is utilising a macro that solves a ticket and adds a certain tag. As well as a trigger that immediately closes those tagged tickets when solved.
From end user perspective with persistent conversation, it will all append the same conversation whether they are talking to a bot, to a human in a single ticket ticket, or to various bot/tickets handovers.
Lastly, if you wish to replicate Zendesk Support, you will need Sunshine Conversations. They use a feature called multi-party conversation that allows multiple conversations to be initiated with the same end user. See this community post here: