Allowing agents to end messaging sessions

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<p id="docs-ai-summary-content">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.</p>
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<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">allow agents to end a messaging session with an end user</a> 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.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> 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.</div>
</div>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8082415949210" target="_blank">Sending a CSAT survey when a messaging session ends</a>. To
update the CSAT trigger, your account must have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7689997846554" target="_blank">customizable CSAT survey</a> feature.</p>
<p class="p">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="messaging_end_session__ul_zbb_14h_ldc">
<li class="li"><a class="xref" href="#topic_is2_wnh_ldc">Turning on the end session feature for agents</a></li>
<li class="li"><a class="xref" href="#topic_q5l_wnh_ldc">Turning off the end session feature for agents</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="messaging_end_session__ul_s1g_kgk_33c">
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">About ending messaging sessions</a>
</li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10046732687770" target="_blank">Allowing end users to end messaging
sessions</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_is2_wnh_ldc">
<h2 class="title topictitle2" id="ariaid-title2">Turning on the end session feature for agents</h2>
<div class="body">
<div class="p">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.<div class="note note">
<span class="notetitle">Note:</span> 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4828787357210#topic_hr4_1lh_n2c" target="_blank">Routing agent-ended messaging
sessions</a>.</div>
</div>
<p class="p"><strong class="ph b">To turn on the end session feature for agents</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">Agents 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-title3" class="topic nested1" id="topic_q5l_wnh_ldc">
<h2 class="title topictitle2" id="ariaid-title3">Turning off the end session feature for agents</h2>
<div class="body">
<p class="p">If you don't want agents 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 agents</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">Agents can end messaging sessions at any time</strong>.</li>
<li class="li">Click <strong class="ph b">Save settings</strong>.</li>
</ol>
</div>
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