Allowing agents to end messaging sessions

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Live chat and messaging Team, Professional, or Enterprise






Verified AI summary ◀▼
Enable agents to end messaging sessions when real-time discussion isn't needed, helping manage conversations and direct issues to appropriate channels. This feature is on by default but can be adjusted in settings. Consider updating CSAT triggers to gather feedback when sessions end. Ensure your account supports customizable CSAT surveys if you wish to implement this feedback mechanism.


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.


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.

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 topics:


Turning on the end session feature for agents
Turning off the end session feature for agents


Related articles:



About ending messaging sessions

Allowing end users to end messaging
sessions




Turning on the end session feature for agents

This feature is on by default for most accounts. However, if it isn't or you
previously turned it off, you can turn it back on at any time.
Note: If you use
omnichannel routing, consider whether you want tickets associated with the
agent-ended messaging sessions to be treated as messaging tickets or email
tickets for the purposes of routing and agent capacity. See Routing agent-ended messaging
sessions.

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.



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