In my org, the einstein bot transfer the customer to an agent, and then they talk, so the specialist can solve the customer issues. But, sometimes, the chat is being ended suddenly, and, the messaging session says that "the session was ended by the agent". It has anything to do with some omnichannel setting? Also, anyone is using some key word to end the chat, I already verified it. What can it be?
1 Answer
There can be different reasons for that, I would suggest to read the Auto-Ending or Inactivating Sessions article from the official docs.
In Messaging for In-App and Web, Bring Your Own Channel, and Bring Your Own Channel for CCaaS, 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 in Setup. In the Customer Inactivity section, select the checkbox and set a timeout limit between 5 and 30 minutes.
In enhanced Messaging channels, Messaging for In-App and Web, Bring Your Own Channel, and Bring Your Own Channel for CCaaS, if an agent or automation changes a messaging session’s status to Inactive, the session ends 24 to 30 hours later.
If an agent 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 agent's message in standard channels.
- 48 to 54 hours after the agent's message in enhanced channels, Messaging for In-App, Bring Your Own Channel, and Bring Your Own Channel for CCaaS. Messaging for Web doesn't support agent-initiated messaging.
