---
schema_version: "1"
id: d9eda732b385d26896103c6ab18622a629f752de4f12b989cd407008dbf0e22d
title: Inactivate 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_inactivate_session.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.livemessage_agent_inactivate_session.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 51542bc061c8de1a25c80bff20249c39bb2a250825b45a67f675ec9a300ac600
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Inactivate a Messaging Session

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

<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_inactivate_session__d833e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_agent_inactivate_session__d833e784" 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, Enhanced SMS, Enhanced Apple Messages for
              Business, Enhanced LINE, and Bring Your Own Channel</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" 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/crossmark.png" alt="X icon"></span>
              <strong>This article doesn’t apply to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</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="d135669e98">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d135669e98 ">To send and receive messages in Enhanced Chat:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d135669e98 ">
              <p>Enhanced Chat User permission set license </p>
              <p style="margin-bottom:0;">AND</p>
              <p style="margin-bottom:0;">Enhanced Chat Rep user
                permission</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d135669e98 ">To send and receive messages in enhanced Messaging channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d135669e98 ">Messaging Agent</td>

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

If you don't see the option to inactivate a session, your admin may have hidden it in the Enhanced Conversation component settings.

1. Click the dropdown next to End Chat.
2. Select **Customer Inactive**.
    
    ![Customer Inactive option shown in End Chat 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/messaging_inactive_menu.png)

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](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_end_session.htm&release=264.0.0&type=5 "When you’re done helping a customer, end the messaging session from the conversation window or from the Messaging Sessions list view.") 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.

#### 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.")