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Close Conversation Option Was Removed From Messaging Session List View
Publish Date: Feb 28, 2026
Description
To preserve the intended asynchronous functionality of Enhanced Messaging conversations, we removed the Close Conversation option from the Messaging Session list view.
Ending a conversation (as opposed to a session) prevented future messaging sessions from linking to that conversation. As a result, service reps couldn’t see the full conversation history when they interacted with a repeat customer. This prevented valuable context being shared to service reps, causing unnecessary confusion.
Resolution
In the coming months, we’ll release an option to end a session from the Messaging Session list view. This way, reps can see an ended session in the conversation history if the customer messages with your business in the future.
In the interim, there are a few options for ending sessions.
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Service reps can still end a messaging session from the Enhanced Conversation component.
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If a session is stuck in Waiting or Inactive, use a screen flow to reroute it to a rep.
Note: This image offers an example of a flow for this scenario, but each use case is unique. To route to the right service rep or queue, add business logic in a decision element or other flow element.
Knowledge Article Number
005315869
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