Plan requirement
| Subscription | Any plan |
| Access | Admin |
Messaging conversations do not end by themselves. Deciding who may close one, and when, keeps the queue honest.
The settings
- Open the messaging settings in Admin Center.
- Choose whether agents may end sessions.
- Choose whether end users may end their own.
- Set what happens after a period of inactivity.
Why it matters
A conversation that is never ended holds agent capacity. With capacity rules in place, an agent with five open conversations that finished yesterday receives nothing new.
That is the practical reason to care, and it shows up as agents complaining they are idle while the queue grows.
Let agents end them
Almost always right. The agent knows when a conversation is finished, and asking them to leave it open for a customer who has gone is asking them to hold capacity for nothing.
Letting customers end them
A courtesy that some customers use and most ignore. Harmless, and it gives a clean signal when they do.
Inactivity
The setting that does the real work. A conversation with no activity for a period can be released, which recovers capacity without anyone deciding.
Set it long enough that a customer who stepped away for lunch is not cut off, and short enough that yesterday's conversations are not still counted today.
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