When an unresolved conversation has gone idle for a certain period of time, mark it Inactive so that you can accept an incoming messaging session.
Required Editions
| View supported editions. | |
This article applies to:
|
Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
This article doesn’t apply to:
|
Standard SMS channels |
| User Permissions Needed | |
|---|---|
| To send and receive messages in Enhanced Chat: |
Enhanced Chat User permission set license AND Enhanced Chat Rep user permission |
| To send and receive messages in enhanced Messaging channels: | Messaging Agent |
If you don't see the option to inactivate a session, your admin may have hidden it in the Enhanced Conversation component settings.
- Click the dropdown next to End Chat.
-
Select Customer Inactive.
If you mark a session inactive and the customer then sends a new message:
- (Tab-based capacity) The session is routed to an available service rep.
- (Status-based capacity) You can continue helping the customer.
Inactive sessions are automatically ended after approximately 24 hours. In Enhanced Chat and Bring Your Own Channel, you can also set a time limit for customer inactivity after which a session’s status automatically updates to Inactive.