---
schema_version: "1"
id: 1c646903b1fb451d6c0143b4f5f30257a69fb8d5e2c310c47ac09c1d6f8d6564
title: Set Up Session-Based Chat
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/miaw_session_based_chat.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.miaw_session_based_chat.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e9b2e1729dc8d0695062b2c1066e13926318207c37c5191139b73175feccf65a
description: Enable Session-Based Chat to automatically end conversations when a chat session ends to provide a synchronous chat experience and help reps manage active sessions efficiently.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Set Up Session-Based Chat

Enable Session-Based Chat to automatically end conversations when a chat session ends to provide a synchronous chat experience and help reps manage active sessions efficiently.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
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        <tbody>
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            <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="miaw_session_based_chat__image_awc_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_session_based_chat__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;">Enhanced In-App Chat and Enhanced Web Chat channels</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;">Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced
              SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td>

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

## Considerations and Limitations

- In session-based workflows, ending a messaging session also ends the conversation in the following scenarios:
    - A Service rep manually ends the session in the Service console.
    - A Service rep or an admin manually bulk-ends messaging sessions via a list view.
    - An end user ends the session via the End Chat button.
    - A bot ends the session after exchanging at least one message with the end user.
    - An auto-response messaging component ends, or inactivates and then ends, the messaging session automatically.
- Session-Based Chat can’t be enabled for verified users. To use this feature, turn off User Verification on the Messaging Settings page.
- For a mobile deployment, you must use the latest SDK version and ensure your app is updated to handle closed conversations. If your app doesn't account for this, users may be permanently prevented from continuing messaging. We recommend testing this feature in a sandbox on a new channel to validate its behavior.
- Even with Session-Based Chat enabled, if an opt-out keyword is configured on that channel, sending the keyword only ends the active messaging session, but the conversation remains open. The user stops receiving messages in that session, but the conversation record is retained.
- Even with Session-Based Chat enabled, if a bot ends the chat before exchanging at least one message with the end user, for example, when the bot ends the chat immediately after joining or immediately after a bot-to-bot transfer, only the messaging session ends. The conversation remains open, so the chat window doesn't become read-only, and the end user can continue sending messages in that session. To avoid this, make sure your bot exchanges at least one message with the end user before it ends the chat.
- The conversation ends as soon as the chat session ends. The chat window becomes read-only, and users must refresh or reopen the chat to start a new conversation.

## Turn On Session-Based Chat

1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**.
2. To select the channel you want to work with, click the arrow next to the channel name, and then select **Edit**.
3. On the Messaging Settings page, in the Session-Based Chat section, select **End chat when session ends**.
4. Save your changes.
5. In Embedded Service Deployment Settings, click **Publish** to apply the changes.

#### See Also

- [_Salesforce Help Docs:_ Customize the Messaging Opt-In and Opt-Out Experience](https://help.salesforce.com/s/articleView?id=service.messaging_consent_status.htm&language=en_US)
- [_Salesforce Help Docs:_ End a Messaging Session](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_end_session.htm&language=en_US)