Allowing agents to end messaging sessions

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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 sections:

Turning on the end session feature for agents

Turning off the end session feature for agents

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.