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 by Agents.
- Messaging Conversations that auto-ended free-up Agent capacity to receive more Customers based on the standard messaging capacity and all the way up to the maximum number of messaging Customers an Agent can have by clicking Next.