Understanding Message Sessions

A conversation session is created in the following scenarios:

• The customer responds to a template message by clicking Continue or by sending any other text message.

• The customer initiates a conversation by sending a message.

A session remains active for 24 hours from the time a message or reply is received from the customer. During this 24-hour window, you can send and receive messages. Each new message or reply from the customer resets the 24-hour session window.

A session ends in the following scenarios:

• The customer does not respond to your template message.

• No messages are received from the customer for 24 hours following the customer’s last message.

Managing Sessions Handled by Another User

At any given time, a conversation session can be handled by only one user.

If a user is actively communicating with a customer and another user attempts to initiate a chat with the same customer by clicking Start Chat, the following message is displayed:

“<contactName> is currently handled by another user in your organization.”  

Where, <contactName> is the customer name.

Note

<contactName> is displayed as follows:

• If both the first and last names are available, the full name is displayed.

• If only one name is available, the available name is displayed.

• If the customer name is not available, the phone number is displayed instead.

On the Chat with Contact screen, do one of the following:

• Tap Close Chat to return to the Chats screen.

• Tap Show chat anyway to view the conversation thread. In the conversation thread, the Start Chat button is changed to Handled by another user and grayed out.