---
schema_version: "1"
id: 6f77900dfdafdc1fab3b723fcf3e23a916cdecf0b8aaefed6d58ce7e194e5d0e
title: End a Messaging Session
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/livemessage_agent_end_session.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.livemessage_agent_end_session.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b5d48e3e0b2bd6d2dfeccf82f12b2c01a1e3298eff6bacf0346847ea2b49e749
description: When you’re done helping a customer, end the messaging session from the conversation window or from the Messaging Sessions list view.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# End a Messaging Session

When you’re done helping a customer, end the messaging session from the conversation window or from the Messaging Sessions list view.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="livemessage_agent_end_session__d627e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_agent_end_session__d627e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
              <strong>This article applies to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
              WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple
              Messages for Business, Enhanced LINE, and Bring Your Own Channel</td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d43602e78">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43602e78 ">To end Enhanced Chat sessions from the messaging session record:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43602e78 ">
              <p>Enhanced Chat User permission set license </p>
              <p>AND</p>
              <p>Enhanced Chat Rep user
                permission </p>
              <p style="margin-bottom:0;">AND</p>
              <p style="margin-bottom:0;">Owner of the messaging session</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43602e78 ">To end Standard or Enhanced Messaging sessions from the messaging session
              record:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43602e78 ">
              <p>Messaging Agent</p>
              <p style="margin-bottom:0;">AND</p>
              <p style="margin-bottom:0;">Owner of the messaging session</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43602e78 ">To end Standard or Enhanced Messaging sessions from a list view:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43602e78 ">End Messaging Session</td>

          </tr>
        </tbody>
      </table>

1. From the conversation window in an active messaging session that you own, click **End Chat**.
    
    ![End Chat button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_end.png)
    
    To restore your capacity and accept new messaging sessions, close the messaging session tab.
2. Alternatively, go to the Messaging Sessions list view to close one or more messaging sessions.
    1. Select **Messaging Sessions** from the Item Picker or find the Messaging Sessions related list on a messaging user record.
        
        ![Messaging Sessions option in the Item Picker](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_sessions.png)
    2. In the list of messaging sessions, find the ones you want to end.
    3. In standard channels only, click the action menu next to a messaging session and select **End Session**.
        
        ![End Session shown in the dropdown menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/end_session_menu.png)
    4. If you select multiple sessions, select **End Sessions** above the list view.
        
        ![The End Sessions button in Messaging Sessions list view](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_session_end_button.png)

Keep these considerations in mind:

- If you go offline for any reason during an active messaging session, what happens next depends on the capacity model that your business is using. If tab-based capacity is used, the session status changes to Waiting and the session is routed to an available service rep. If status-based capacity is used, the session remains active.
- If you log out of Omni, you see a warning that any ongoing sessions will end.
- If you initiate a messaging session and the customer doesn’t respond, the session ends automatically within 24 hours in standard channels and within 48 to 54 hours in enhanced channels.

#### See Also

- [Lifecycle of a Messaging Session](https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&release=264.0.0&type=5 "Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.")
- [Ending or Inactivating Messaging Sessions Automatically](https://help.salesforce.com/s/articleView?id=service.messaging_auto_end.htm&release=264.0.0&type=5 "In certain circumstances, a messaging session’s status can automatically change to Inactive or Ended. Learn when and how these automatic updates occur.")