Chat Session

A chat session is created when a user wants to chat with someone. Chat sessions have a well defined life-cycle which is based on statuses. A chat session can exist in 5 different statuses:

  • waiting: the chat session has been created and the creator is waiting for a member/resource to join. Chat sessions are initially created in this status. Note: In the back-end (API responses, including Flow connector) this status is called "created".
  • handled: the chat session has been joined by a member/resource. From here, the chat session can only move to the completed status after the member/resource has solved the support request.
  • abandoned: the chat session creator has left the chat session before it could be joined by a member/resource. Users will be asked whether they want to leave if they have waited too long for a member/resource to join. Note: In the back-end (API responses, including Flow connector) this status is called "missed".
  • callback: the chat session creator has requested a call back because they were not able to chat with anyone (assuming you've enabled this feature). If a user waits too long for a member/resource to join, they will be asked if they want to try again later or request a call back.
  • completed: the chat session has been closed by a member/resource. Chat sessions are usually moved to this status after a member/resource has solved the user's problem. If the chat session was abandoned or a callback was left, it is the job of the member/resource to get back to the user. After contacting the user back, the member/resource can complete the chat session with a note which puts the chat session into this status.

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Chat Session Manager

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