Announcing the ability for end users to end messaging sessions

Announced on | Rollout starts | Rollout ends
March 5,  2026 | February 23,  2026 | March 30, 2026

We are excited to announce that you can now allow end users to end a messaging session with a human or AI agent if they feel no further real-time discussion is needed, or if they have resolved the issue.

When an end user ends their messaging session, it is explicitly closed on their end, and they will need to start a new conversation to contact your support team again.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

End users will now have the ability to end a messaging conversation in the messaging Web Widget.

Why is Zendesk making this change?

Previously, if an end user resolved their issue independently, they had no way to formally end a Messaging session. This feature gives end users greater control over their support journey, reduces friction, and aligns with expectations from Live Chat. It also prevents unnecessary follow-ups by allowing users to exit conversations that are no longer relevant, resulting in greater operational efficiency.

What do I need to do?

This feature is off by default for most accounts. If you want to leverage this new release, make sure your account configuration meets the feature requirements, then follow the steps to turn it on. You can turn off the feature at any time. See Allowing end users top end messaging sessions for more information.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.