By default, Messaging sessions (e.g., chats, SMSes, social messaging) end automatically if a Customer has not responded for 15 minutes. If you want to change this threshold time, update the Same agent assignment time limit setting.
- A maximum limit of 24 hours is enforced to end sessions automatically, even if the Same agent assignment time limit setting is greater than 24 hours.
- Messaging Conversations do not close automatically if they automatically end and must still be closed.
- Messaging Conversations that auto-ended update Agent capacity to receive more Customers based on the standard messaging capacity and up to the maximum number of Messaging Customers an Agent can have by clicking Next.
