Turning on end-user presence detection for messaging

<body>
<p id="docs-hc-snippet" style="display: none;">End-user presence detection can automatically determine whether an end user is still active in a messaging session on your website or mobile app. This can help businesses identify and prioritize tickets where users are still actively waiting in the queue versus those who have abandoned the conversation. By detecting when a user closes your website or disconnects from your app, agents can focus on engaged customers rather than abandoned conversations.</p>

<div class="body">
<p class="p">End-user presence detection can automatically determine whether an end user is still
active in a messaging session on your website or mobile app. This can help businesses
identify and prioritize tickets where users are still actively waiting in the queue
versus those who have abandoned the conversation. By detecting when a user closes your
website or disconnects from your app, agents can focus on engaged customers rather than
abandoned conversations.</p>
<p class="p">This article contains the following sections:</p>
<div class="p">
<ul class="ul" id="user_presence__ul_fq4_ljl_q3c">
<li class="li"><a class="xref" href="#topic_sdx_yyk_q3c">About end-user presence</a></li>
<li class="li"><a class="xref" href="#topic_j2g_zyk_q3c">Turning on end-user presence</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_sdx_yyk_q3c">
<h2 class="title topictitle2" id="ariaid-title2">About end-user presence</h2>
<div class="body">
<p class="p">Before turning on end-user presence detection, it’s important to understand how
Zendesk determines an end user is still active on your website, and how the setting
impacts your account in other areas.</p>
<p class="p">This section includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic_sdx_yyk_q3c__ul_sft_ywp_ljc">
<li class="li"><a class="xref" href="#topic_z2l_pbl_q3c">Requirements and limitations</a></li>
<li class="li"><a class="xref" href="#topic_iqp_pbl_q3c">Understanding how end-user presence is detected</a></li>
<li class="li"><a class="xref" href="#topic_wrl_ryp_ljc">End-user presence and messaging session states</a></li>
<li class="li"><a class="xref" href="#topic_rqf_5yq_ljc">How end-user presence affects routing and capacity</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_z2l_pbl_q3c">
<h3 class="title topictitle3" id="ariaid-title3">Requirements and limitations</h3>
<div class="body">
<p class="p">Note the following when turning on end-user presence detection:</p>
<ul class="ul" id="topic_z2l_pbl_q3c__ul_yq3_pcl_q3c">
<li class="li">Accounts need to have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409103246874" target="_blank">messaging turned on</a> to use the
feature. </li>
<li class="li">This feature works only for users in conversations initiated via the Web
Widget and mobile SDKs. It is not supported for social messaging
channels.</li>
<li class="li">When an end user's presence is no longer detected, the conversation becomes
<em class="ph i"><a class="xref" href="#topic_wrl_ryp_ljc">inactive</a></em>. Any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658" target="_blank">automatic capacity release
settings</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9496171412378" target="_blank">inactivity reminders</a> will not be
applied to the conversation.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_iqp_pbl_q3c">
<h3 class="title topictitle3" id="ariaid-title4">Understanding how end-user presence is detected</h3>
<div class="body">
<p class="p">End-user presence identifies whether a customer is still active on your
website and mobile app.</p>
<p class="p">Because it is not always possible to perfectly identify presence,
Zendesk uses specific signals combined with a buffer to prevent false negatives. </p>
<p class="p">For web messaging, the following signals indicate a user is no longer
present:</p>
<div class="p">
<ul class="ul" id="topic_iqp_pbl_q3c__ul_crk_nbl_q3c">
<li class="li">The end user closes the website.</li>
<li class="li">The end user closes the browser.</li>
<li class="li">The end user's internet connection is lost.</li>
</ul>
</div>
<p class="p">For your mobile SDK:</p>
<div class="p">
<ul class="ul" id="topic_iqp_pbl_q3c__ul_b1d_wxp_ljc">
<li class="li">If notifications are turned on, the end user’s presence is
always detected.
</li>
<li class="li">If the notifications are not turned on or implemented, the
end user is considered no longer present when the websocket
connection is terminated. This happens when:

<ul class="ul" id="topic_iqp_pbl_q3c__ul_c1d_wxp_ljc">
<li class="li">The end user backgrounds the app or quits the app.
</li>
<li class="li">The conversation screen is closed.
</li>
</ul>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_wrl_ryp_ljc">
<h3 class="title topictitle3" id="ariaid-title5">End-user presence and messaging session states</h3>
<div class="body">
<p class="p">The presence (or absence) of an end user in a messaging conversation
impacts when a messaging conversation is considered <em class="ph i">active</em> or
<em class="ph i">inactive</em>.</p>
<p class="p">When the end-user presence feature is turned on, the session states
behave as follows:</p>
<ul class="ul" id="topic_wrl_ryp_ljc__ul_pbt_kyq_ljc">
<li class="li">
<strong class="ph b">Active:</strong> Messaging session is active if the ticket has
received an end user response in the last 10 mins or within the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658-Automatically-releasing-agent-capacity-for-inactive-messaging-conversations" target="_blank">auto release capacity</a> timeframe,
or the user presence is online. If any of the events goes false, the
messaging session state will become inactive. </li>
<li class="li">
<strong class="ph b">Inactive:</strong> Messaging session is inactive if the ticket has not
received an end user response in the last 10 mins or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658-Automatically-releasing-agent-capacity-for-inactive-messaging-conversations" target="_blank">auto-release capacity</a> expires or
user presence is offline or ticket status is set to Pending, On hold or
Solved, whichever happens soonest. </li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_rqf_5yq_ljc">
<h3 class="title topictitle3" id="ariaid-title6">How end-user presence affects routing and capacity</h3>
<div class="body">
<p class="p">End-user presence directly impacts <a class="xref" href="#topic_ajl_yyq_ljc">how tickets are queued</a> and <a class="xref" href="#topic_o2s_yyq_ljc">how agent capacity is calculated</a> in both messaging and
omnichannel routing configurations.</p>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested3" id="topic_ajl_yyq_ljc">
<h4 class="title topictitle4" id="ariaid-title7">Routing tickets to queues</h4>
<div class="body">
<div class="p">
<ul class="ul" id="topic_ajl_yyq_ljc__ul_zjp_zyq_ljc">
<li class="li">
<p class="p"><strong class="ph b">Messaging routing</strong>: Only tickets with an
<em class="ph i">active</em> messaging session stay in the queue.
<em class="ph i">Inactive</em> or <em class="ph i">ended</em> sessions are removed from
the queue and can only be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829019162-Routing-messaging-tickets-and-notifying-agents#topic_j41_gr2_npb" target="_blank">accessed through
Views</a>. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829019162-Routing-messaging-tickets-and-notifying-agents" target="_blank">Routing messaging tickets and
notifying agents</a> for more information on messaging
routing.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Omnichannel routing </strong>: If you are <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4828787357210-Managing-your-omnichannel-routing-configuration#topic_glj_pmr_wbc" target="_blank">counting inactive
conversations towards agent capacity</a>, the queue
includes both <em class="ph i">active</em> and <em class="ph i">inactive</em> tickets.
Otherwise, inactive tickets are assigned directly to agents
rather than staying in the queue. Essentially, there is no
change in the expected behavior , except that user presence may
move a greater percentage of your tickets to the inactive state
sooner. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6712096584090-Understanding-how-omnichannel-routing-uses-queues-to-route-work-to-agents" target="_blank">Understanding how omnichannel
routing uses queues to route work to agents</a> for more
information on omnichannel queues.</p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_o2s_yyq_ljc">
<h4 class="title topictitle4" id="ariaid-title8">Calculating agent capacity</h4>
<div class="body">
<div class="p">
<ul class="ul" id="topic_o2s_yyq_ljc__ul_xk3_fzq_ljc">
<li class="li">
<p class="p"><strong class="ph b">Messaging routing</strong>: Agent capacity is released as
soon as a messaging session becomes inactive or is ended.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Omnichannel routing</strong>: If you are <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4828787357210-Managing-your-omnichannel-routing-configuration" target="_blank">counting inactive
conversations towards agent capacity</a>, the queue
includes both <em class="ph i">active</em> and <em class="ph i">inactive</em> tickets.
Otherwise, inactive tickets are assigned directly to agents
rather than staying in the queue. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4828787357210-Managing-your-omnichannel-routing-configuration" target="_blank">Managing your omnichannel
routing configuration</a> for more information.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Auto-release capacity</strong>: If you are automatically
releasing agent capacity for inactive conversations, capacity is
released when the session becomes inactive due to the end user
leaving the website, or the auto release capacity timer
elapses—whichever happens first. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658-Automatically-releasing-agent-capacity-for-inactive-messaging-conversations" target="_blank">Automatically releasing agent
capacity for inactive messaging conversations</a> for
more information.</p>
</li>
</ul>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_j2g_zyk_q3c">
<h2 class="title topictitle2" id="ariaid-title9">Turning on end-user presence</h2>
<div class="body">
<p class="p">You can turn on the end-user feature in your messaging settings.</p>
<p class="p"><strong class="ph b">To turn on end-user presence</strong></p>
<div class="p">
<ol class="ol" id="topic_j2g_zyk_q3c__ol_bct_bdl_q3c">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_j2g_zyk_q3c__image_z25_bdl_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</li>
<li class="li">Click <strong class="ph b">Messaging settings</strong>.</li>
<li class="li">Expand the <strong class="ph b">Capacity release</strong> section.<p class="p"><img class="image" id="topic_j2g_zyk_q3c__image_aw3_tfl_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/end-user_presence-sign-up-EAP.png" width="600"></p>
</li>
<li class="li">Under <strong class="ph b">End user presence</strong>, click <strong class="ph b">Mark messaging sessions as inactive
when end-users leave</strong> and opt into the terms and conditions.</li>
<li class="li">Again, click <strong class="ph b">Mark messaging sessions as inactive when end-users leave</strong>
and opt into the terms and conditions.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p">Considering that the feature impacts routing and agents’ capacity, our recommendation
is to turn on the feature in your sandbox first. Enable the feature on
production/live accounts during low traffic periods, then turn the feature on in
your production/live accounts during low traffic periods.</p>
</div>
</div>
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