Starting, ending and expiring chats

This feature uses

• Admin settings and feature switches · managed by PowerfrontConfigured by

  Admin settings control conversation inactivity, disconnection, queue and assignment expiry.

• Chat queueEnhances

  Queues hold unassigned conversations until they are assigned or expire.

• Broadcast for acceptanceEnhances

  Unaccepted broadcast offers have a separate expiry policy.

• Postponing conversationsEnhances

  Postponement defers service without ending the conversation.

• Email ticket handling and statusesRelated

  Email tickets have separate status and timed-transition rules for closing work.

• PCI Payment Form in web chatEnhances

  An active payment form prevents ordinary web chat expiry processing.

• Virtual Assistant task pauses and handoverEnhances

  Running workflows affect chat continuation and expiry handling.

• Browser video and audio callsEnhances

  An active video conference prevents ordinary web chat expiry processing.

• Visits and returning visitorsEnhances

  Returning visits can allow an existing conversation to continue when it is still eligible.

• Visitor chat themes and brandingConfigured by

  Chat themes can supply visitor inactivity settings and messages.

• Post-chat survey for web visitorsEnhances

  Eligible endings can invite the visitor to a post-chat survey.

Used by

• Visitor activity and availabilityEnhances

  A qualifying conversation can be retained with its visitor marked offline after the visitor goes away.

• Cookie consent and opting outEnhances

  Opting out closes the current visitor's conversations.

• Traffic Optimizer for visitor trackingEnhances

  Visitors with an active conversation bypass the reviewed page-history overload check.

• Visitor browsing and activity historyEnhances

  Conversation starts and ends add milestones to the visitor activity timeline.

• INSIDE visitor CLIEnhances

  CLI chat commands exercise conversation start and stop behaviour.

• Live visitor and operator floorEnhances

  Conversation controls let you engage a selected visitor when permitted.

• Chat trayRequires

  Conversation state determines which active chats appear and when they leave the tray.

• Console keyboard shortcutsEnhances

  A built-in shortcut opens the end-chat action.

• Messages and rich contentRequires

  Messages belong to a conversation.

• Typing indicators and typing previewRequires

  Typing is relayed in the context of a current conversation.

• Chat queueRequires

  Queued work is an active conversation subject to lifecycle and expiry rules.

• Transferring conversationsRequires

  A stopping, closed or resolved conversation cannot follow the ordinary transfer path.

• Taking and pinning conversationsRequires

  Taking or pinning work requires an existing conversation.

• Postponing conversationsRequires

  Postponement applies to an existing conversation and differs from ending it.

• Visitor messages and sending feedbackRequires

  Sending text starts or continues a chat according to the conversation rules.

• Visitor chat status and waitingConfigured by

  Conversation start, end and expiry rules determine the displayed lifecycle.

• Pre-chat survey for visitorsRelated

  Chat End survey expiry asks for intake again after the conversation ends.

• Post-chat survey for web visitorsRequires

  Post-chat delivery follows the conversation lifecycle.

• Proactive chat invitationsRelated

  An invitation can precede conversation creation, which may wait until the visitor responds.

• Virtual Assistant task steps and branchesRelated

  Ending a task and closing its conversation have separate outcomes.

• Virtual Assistant task pauses and handoverEnhances

  A task can end separately from its conversation, with configured closure choices.

• Custom bots and FAQ botsRelated

  Bot-control expiry and conversation expiry are separate controls that can affect the same chat.

• AI conversation summariesRelated

  Closing a conversation can trigger summary, sentiment and automatic disposition processing.

• Messaging conversationsRequires

  Messaging uses the shared conversation lifecycle.

• Post-chat surveys in messaging channelsRequires

  Eligible conversation endings trigger survey delivery.

• Facebook public thread repliesRequires

  Replies originate in an existing Facebook conversation.

• Customer and order accessRequires

  Protected visitor access is specific to the current conversation.

• Sales attribution to conversations and operatorsRequires

  Eligible conversations provide the engagement and assigned operator.

• PCI Payment Form in web chatRequires

  The operator starts a payment request in an eligible web chat.

• Salesforce cases and conversation linksEnhances

  A case can be associated with the relevant conversation.

• Salesforce conversation records and transcriptsRequires

  Conversation lifecycle events trigger export updates.

• Dynamics 365 casesEnhances

  A case can be associated with the current or selected conversation.

• Dynamics 365 conversation activitiesRequires

  Conversation state and closing events determine activity updates.

• Zendesk tickets and contactsEnhances

  Ending an active conversation can export its transcript to an associated Zendesk ticket.

• INSIDE in Salesforce and Dynamics 365Enhances

  Closing matching Salesforce Omni-Channel work can end the associated INSIDE conversation.

• Conversation detail and abandonment reportsRequires

  Conversation lifecycle activity supplies the reported records and outcomes.

• Captured data expiry and message sanitisationRelated

  Ending a conversation triggers the corresponding field cleanup independently of ending the visitor session.

• Integration script selection for automated actionsEnhances

  Conversation-end hooks can invoke custom scripts.

• Media callbacks and embedded form resultsEnhances

  An open chat allows its embedded-form result to continue the associated workflow.