---
schema_version: "1"
id: c68bcbaedbf044a10aab31df274f4fefe8ea2b5aa06597d2cdf56dcdc1be6e9a
title: Ending or Inactivating Messaging Sessions Automatically
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_auto_end.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_auto_end.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 86038fcef87942f5839d94a49cc7a6b65cc5b4064bb6d1d2bb2d2ef571e959be
description: In certain circumstances, a messaging session’s status can automatically change to Inactive or Ended. Learn when and how these automatic updates occur.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Ending or Inactivating Messaging Sessions Automatically

In certain circumstances, a messaging session’s status can automatically change to Inactive or Ended. Learn when and how these automatic updates occur.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
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      <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="messaging_auto_end__image_awc_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_auto_end__image_awc_qgf_5cc" 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;">Messaging for In-App, Messaging for Web channels, enhanced WhatsApp, enhanced
            Facebook Messenger, enhanced SMS, enhanced Apple Messages for Business, enhanced LINE,
            and Bring Your Own Channel</td>

        </tr>
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          <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 WhatsApp, standard Facebook Messenger, and standard SMS channels</td>

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

## Automatically Inactivating Sessions

In Enhanced Chat and Bring Your Own Channel, you can set a time limit for customer inactivity. If this limit is reached, the messaging session’s status changes to Inactive. _This setting isn't available in other channels._

You can configure this limit in your channel settings, on the Messaging Settings page in Setup. In the Customer Inactivity section, select the checkbox and set a timeout limit between 5 and 30 minutes.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note

Customer Inactivity doesn’t work if you have Status-Based Capacity enabled.

![Customer Inactivity section](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_inactivity.png)

This time begins counting down after the service rep's first response to the customer’s last message. Here’s an example where the timeout limit is 5 minutes:

Customer: “I think so, let me check.”

Service rep: “Hello, were you able to find the ID?” (Timer starts)

Service rep: “Hello? Is it me you’re looking for?”

If the customer doesn’t respond, the session status updates to Inactive 5 minutes after they sent “Hello, were you able to find the ID?”

If the service rep needs to send another message after the session is inactive, they can start a new session if it's supported in the channel. If the customer sends a message after a session is inactive, the messaging session status switches to Waiting and the session is routed to your support team.

## Automatically Ending Inactive Sessions

In enhanced Messaging channels, Enhanced Chat, and Bring Your Own Channel, if a service rep or automation changes a messaging session’s status to Inactive, the session ends 24 to 30 hours later.

## Automatically Ending New Sessions

If a service rep initiates a messaging session and the customer doesn't respond for a certain amount of time, the session status changes to Ended. The status change occurs:

- 24 hours after the service rep's message in standard channels.
- 48 to 54 hours after the service rep's message in enhanced channels, Messaging for In-App and Bring Your Own Channel. Enhanced Web Chat doesn't support business-initiated messaging.

When you use the Send Conversation Messages flow action to send automated notification messages to customers, the session is ended immediately after the message is sent by default. However, you can set the Session Longevity field in the flow action to keep the session open for 48 hours to allow the customer time to respond.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note In all types of messaging channels, a session is ended automatically if the customer sends an opt-out keyword.