Allowing end users to end messaging sessions

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Live chat and messaging Team, Professional, or Enterprise







Verified AI summary ◀▼


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.




You can allow end users to
end a messaging session
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.

This article includes the following sections:


Considerations when allowing end users to end messaging sessions


Turning on the end session feature for end users


Turning off the end session feature for end users


The end-user experience


Related articles:


About ending messaging
sessions


Allowing agents to end messaging
sessions





Considerations when allowing end users to end messaging sessions



Consider the requirements and limitations described in this section when
determining
whether to allow end users to end messaging sessions.


To use this feature, your account must meet the following requirements:



Multi-conversations
must be turned on.


The ability to reopen conversations
must be turned off.



Currently, this feature has the following
limitations:


It is only available on the Web Widget.


When this feature is turned on, the Web Widget options
to
continue conversations through social
channels
are removed, and no longer available for end users.



If you are using the legacy CSAT experience, you cannot
send user satisfaction surveys after the end user ends the
session.


Custom bot users: If you are using
conversational control,
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.


If you are using release control, this
happens
automatically.


If you are using pass control, 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
release control
once your
custom flow is complete. Until control is released, the conversation
will remain open.







Turning on the end session feature for end users


This feature is off by default for most accounts.
Make sure your account
configuration meets the requirements listed above before turning the
feature on.


To turn on the end session feature for end users



In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging.


Click Manage settings.


Under Advanced, click
Ending sessions.





Select
End users can end messaging sessions at any time


Click Save settings.





Turning off the end session feature for end users


If you don't want end users to be able to end messaging sessions, you
can turn off
this behavior.


To turn off the end session feature for end users



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
End users can end messaging sessions at any time.


Click Save settings.





The end-user experience


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.


In the Web Widget, the End conversation button ( )
is added to the widget header.





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.







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