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            Set Up Session-Based Chat

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            Set Up Session-Based Chat

            Enable Session-Based Chat to automatically end conversations when a chat session ends to provide a synchronous chat experience and help reps manage active sessions efficiently.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
            X icon This article doesn’t apply to: Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel

            Considerations and Limitations

            • Session-Based Chat can’t be enabled for verified users. To use this feature, turn off User Verification on the Messaging Settings page.
            • For a mobile deployment, you must use the latest SDK version and ensure your app is updated to handle closed conversations. If your app doesn't account for this, users may be permanently prevented from continuing messaging. We recommend testing this feature in a sandbox on a new channel to validate its behavior.
            • Even with Session-Based Chat enabled, if an opt-out keyword is configured on that channel, sending the keyword only ends the active messaging session, but the conversation remains open. The user stops receiving messages in that session, but the conversation record is retained.
            • The conversation ends as soon as the chat session ends. The chat window becomes read-only, and users must refresh or reopen the chat to start a new conversation.
            • Any messaging session ended by a service rep, bot, or end user also ends the conversation.

            Turn On Session-Based Chat

            1. From Setup, in the Quick Find box, enter Messaging Settings, and then select Messaging Settings.
            2. To select the channel you want to work with, click the arrow next to the channel name, and then select Edit.
            3. On the Messaging Settings page, in the Session-Based Chat section, select End chat when session ends.
            4. Save your changes.
            5. In Embedded Service Deployment Settings, click Publish to apply the changes.

            See Also

             
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