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            Inactivate a Messaging Session

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            Inactivate a Messaging Session

            When an unresolved conversation has gone idle for a certain period of time, mark it Inactive so that you can accept an incoming messaging session.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            X icon This article doesn’t apply to: Standard Facebook Messenger and Standard SMS channels
            User Permissions Needed
            To send and receive messages in Enhanced Chat:

            Enhanced Chat User permission set license

            AND

            Enhanced Chat Rep user permission
            To send and receive messages in enhanced Messaging channels: Messaging Agent

            If you don't see the option to inactivate a session, your admin may have hidden it in the Enhanced Conversation component settings.

            1. Click the dropdown next to End Chat.
            2. Select Customer Inactive.
              Customer Inactive option shown in End Chat menu

            If you mark a session inactive and the customer then sends a new message:

            • (Tab-based capacity) The session is routed to an available service rep.
            • (Status-based capacity) You can continue helping the customer.

            Inactive sessions are automatically ended after approximately 24 hours. In Enhanced Chat and Bring Your Own Channel, you can also set a time limit for customer inactivity after which a session’s status automatically updates to Inactive.

            See Also

             
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