To manage wait-time SLAs and perform end-of-day queue cleanup, you can now manually end Enhanced messaging sessions from a list view. Previously, you had to end the entire conversation from the Messaging Session list view on a Messaging User’s profile, preventing future messaging sessions for that same messaging user from being stitched together in a conversation history.
Where: This change applies to: Enhanced Messaging and Enhanced Chat channels.
When: This feature goes live on April 14, 2026.
How: Open a Messaging Sessions related list from a Messaging User profile. To end a single session, click the downwoard arrow to the right of the session, and select End Session. To end multiple sessions, select the checkbox for each session, and then click End Sessions.
