When a messaging session ends, service reps can finish wrap-up tasks such as asking for a session summary, drafting a follow-up email, asking knowledge questions, or getting general help using the agent chat. Service Assistant and the chat box stay available for 24 hours after the session closes, and all interactions are saved to the component feed.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with Einstein for Service, Agentforce for Service, and Agentforce 1 editions. This feature requires the Service Planner Add-on and Adaptive Experience Add-on licenses.
Feature Support: This change applies to Service Assistant for Messaging.
When: This change is available starting August 28, 2026.
Why: Previously, the chat box became disabled as soon as a messaging session ended. Now the chat box stays active for 24 hours after the session ends, and Service Assistant remains active so service reps can complete wrap-up actions. Because the messaging session ended, the service plan also ends, and reps no longer receive proactive, step-by-step assistance from Service Assistant. They can still ask Service Assistant knowledge questions, run actions, and get help on demand using the chat.
How: This change is on by default and requires no setup.