Allowing end users to end messaging sessions

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Enable end users to end messaging sessions when they feel no further discussion
is needed. This feature, available on the Web Widget, requires multi-conversations
to be active and prevents reopening conversations. When activated, it removes
options for continuing chats through other channels and affects CSAT surveys.
Manage this setting in the Admin Center under Messaging settings.
</p>
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<div class="body">
<p class="p">
You can allow end users to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">end a messaging session</a>
with a human or AI agent if they
think no further real-time discussion is needed. When an end user ends their
messaging
session, they’ll need to start a new conversation to contact your support
team
again.
</p>
<p class="p">This article includes the following sections:</p>
<ul class="ul" id="allowing_end_session-end_users__ul_zbb_14h_ldc">
<li class="li">
<a class="xref" href="#topic_dmx_g13_33c">Considerations when allowing end users to end messaging sessions</a>
</li>
<li class="li">
<a class="xref" href="#topic_is2_wnh_ldc">Turning on the end session feature for end users</a>
</li>
<li class="li">
<a class="xref" href="#topic_q5l_wnh_ldc">Turning off the end session feature for end users</a>
</li>
<li class="li">
<a class="xref" href="#topic_zlj_313_33c">The end-user experience</a>
</li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="allowing_end_session-end_users__ul_ec1_hb3_33c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">About ending messaging
sessions</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8372292195354" target="_blank">Allowing agents to end messaging
sessions</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dmx_g13_33c">
<h2 class="title topictitle2" id="ariaid-title2">
Considerations when allowing end users to end messaging sessions
</h2>
<div class="body">
<p class="p">
Consider the requirements and limitations described in this section when
determining
whether to allow end users to end messaging sessions.
</p>
<p class="p"><b>
To use this feature, your account must meet the following requirements:
</b></p>
<ul class="ul" id="topic_dmx_g13_33c__ul_kh5_cc3_33c">
<li class="li">
Multi-conversations
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8008427696410" target="_blank">must be turned on</a>.
</li>
<li class="li">
The ability to reopen conversations
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8008427696410#topic_x5w_pdk_33c" target="_blank">must be turned off</a>.
</li>
</ul>
<p class="p">
<strong class="ph b">Currently, this feature has the following
limitations:</strong>
</p>
<ul class="ul" id="topic_dmx_g13_33c__ul_llb_j23_33c">
<li class="li">It is only available on the Web Widget. </li>
<li class="li">
<p class="p">
When this feature is turned on, the Web Widget options
to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409103296154" target="_blank">continue conversations through social
channels</a>
are removed, and no longer available for end users.
</p>
</li>
<li class="li">
If you are using the legacy CSAT experience, you cannot
send user satisfaction surveys after the end user ends the
session.
</li>
<li class="li">
<strong class="ph b">Custom bot users</strong>: If you are using
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5514406080538#topic_fwd_ylm_y1c" target="_blank">conversational control</a>,
when an end
user ends a conversation that conversation must be returned to its
default
state by releasing control. This clears any active switchboard integrations,
ensuring the conversation closes when the end user ends it.
<ul class="ul" id="topic_dmx_g13_33c__ul_mlb_j23_33c">
<li class="li">
If you are using <em class="ph i">release control</em>, this
happens
automatically.
</li>
<li class="li">
If you are using <em class="ph i">pass control</em>, the
conversation control is passed
to another switchboard integration as defined in your configuration.
You
are responsible for fully managing when and how the conversation
ends,
and must make sure to
<a class="xref" href="https://developer.zendesk.com/documentation/conversations/messaging-platform/programmable-conversations/switchboard/#release-control" target="_blank">release control</a>
once your
custom flow is complete. Until control is released, the conversation
will remain open.
</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_is2_wnh_ldc">
<h2 class="title topictitle2" id="ariaid-title3">Turning on the end session feature for end users</h2>
<div class="body">
<p class="p">
This feature is <em class="ph i">off</em> by default for most accounts.
Make sure your account
configuration meets the requirements listed above before turning the
feature on.
</p>
<p class="p">
<strong class="ph b">To turn on the end session feature for end users</strong>
</p>
<ol class="ol" id="topic_is2_wnh_ldc__ol_stl_wkk_vcc">
<li class="li">
<span class="ph">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_is2_wnh_ldc__d8e868" 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>.</span>
</li>
<li class="li">
Click <strong class="ph b">Manage settings</strong>.
</li>
<li class="li">
Under <strong class="ph b">Advanced</strong>, click
<strong class="ph b">Ending sessions</strong>.
<p class="p">
<img class="image" id="topic_is2_wnh_ldc__image_gmn_skk_vcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/end_session-admin_center.png" width="500">
</p>
</li>
<li class="li">
Select
<strong class="ph b">End users can end messaging sessions at any time</strong>
</li>
<li class="li">
Click <strong class="ph b">Save settings</strong>.
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_q5l_wnh_ldc">
<h2 class="title topictitle2" id="ariaid-title4">Turning off the end session feature for end users</h2>
<div class="body">
<p class="p">
If you don't want end users to be able to end messaging sessions, you
can turn off
this behavior.
</p>
<p class="p">
<strong class="ph b">To turn off the end session feature for end users</strong>
</p>
<ol class="ol" id="topic_q5l_wnh_ldc__ol_jnb_xqv_kdc">
<li class="li">
<span class="ph">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_q5l_wnh_ldc__d8e868" 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>.</span>
</li>
<li class="li">
At the top of the Messaging page, click
<strong class="ph b">Manage settings</strong>.
</li>
<li class="li">
Under <strong class="ph b">Advanced</strong>, click
<strong class="ph b">Ending sessions</strong>.
</li>
<li class="li">
Deselect
<strong class="ph b">End users can end messaging sessions at any time</strong>.
</li>
<li class="li">
Click <strong class="ph b">Save settings</strong>.
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_zlj_313_33c">
<h2 class="title topictitle2" id="ariaid-title5">The end-user experience</h2>
<div class="body">
<p class="p">
When you turn on the feature allowing end users to end their own messaging
sessions,
the action is added to their messaging UI. Additionally, any options
to continue
conversations through other channels are removed from the menu.
</p>
<p class="p">
In the Web Widget, the End conversation button (<img class="image" id="topic_zlj_313_33c__image_mtz_lg3_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/end_session_button-WW.png" width="20">)
is added to the widget header.
</p>
<p class="p">
<img class="image" id="topic_zlj_313_33c__image_hym_ng3_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/end_session-WW-short.png" width="250">
</p>
<p class="p">
When an end user clicks the End conversation button, a confirmation dialog
appears
at the bottom of the UI. When the end user confirms they want to end
the
conversation, it is noted under the final conversation message.
</p>
<p class="p">
<img class="image" id="topic_zlj_313_33c__image_rbc_dh3_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/end_session_confirm-WW.png" width="250">
</p>
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