Automated Session Expiry and Inactivity Handling for Enhanced Chat

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This article applies to:	Messaging for In-App, Messaging for Web channels, enhanced WhatsApp, enhanced Facebook Messenger, enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, and Bring Your Own Channel
This article doesn’t apply to:	Standard WhatsApp, standard Facebook Messenger, and standard SMS channels

There are four settings that influence session expiration:

• Enhanced Chat Channel Inactivity Timeout: This setting does not end the session but changes its status to inactive.
• Enhanced Chat Channel Authorization Token Expiration: The validity period of the token that authorizes the Enhanced Chat channel.
• Bot Timeout: Specific timeout settings for Enhanced Bots.
• Agent Timeout: Specific timeout settings for Agentforce Service agents.

Note There is currently no support for configurable session inactivity for Agentforce Agents. The inactivity setting on the Messaging Channel applies only to human service reps.

For conversations involving customer service representatives, customer inactivity is configured on the messaging channel and determines when the session expires.

For conversations involving an Enhanced Bot, the following timeouts determine when the session expiries:

• Channel Authorization Token Timeout: Defaulted to 6 hours for authenticated users and 1 hour for unauthenticated users.
• Bot Timeout: Defaulted to 2 hours, but can be configured in Bot Builder (beta) if your org has the ConfigureInactivityTimeout permission enabled.

Here's how they work:

• If the channel authorization token timeout is triggered first, nothing happens immediately. However, if the client then tries to communicate with the server, the session and conversations ends. A new conversation will need to be started.
• If the bot timeout is triggered first, both the messaging session and bot session end, and the bot is removed.

For conversations involving an Agentforce Service Agent, the following timeouts determine when the session expires:

• Channel Authorization Token Timeout: Defaulted to 6 hours for authenticated users and 1 hour for unauthenticated users.
• Agent Session Expiry: Typically 72 hours for Agentforce Service agents.

Here's how they work:

• If the channel authorization token timeout is triggered first, nothing happens right away. However, if the client then tries to connect to the server, a new conversation will be needed. The session will still be active, and the agent will remain in the conversation.
• If the agent session expiry is triggered first, both the messaging session and bot session (if there was one) end, and the agent is removed.