You can configure messaging sessions to end automatically after a period of inactivity, so abandoned conversations stop tying up agent availability.
Where
Messaging session settings in Setup.
How
Enable the auto-end behavior and set an inactivity timeout between 5 and 30 minutes. When a customer goes silent past the threshold, the session closes automatically.
Why
Idle sessions count against agent capacity and skew handle-time metrics. Auto-ending them keeps Omni-Channel capacity accurate and agents available for active conversations.
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