조직 선택
Close Conversation Option Was Removed From Messaging Session List View
게시 일자: Feb 28, 2026
상세 설명
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.
솔루션
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.
-
Service reps can still end a messaging session from the Enhanced Conversation component.
-
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 기사 번호
005315869
이 기사를 통해 문제를 해결했습니까?
개선을 위한 의견을 보내주세요.
