On the other hand, a session is defined as the entire set of interactions that occur within the same conversation. In other words, it covers everything that the user and the virtual assistant talk about from the beginning of the chat until it ends.
The moment a session ends may vary depending on the channel where the conversation takes place and the user's behavior.• Web channel:
a. When it exceeds 5 minutes of inactivity (begins after the last message sent by the user).
b. If the user clicks on the X (close) in the chat window.
• Messaging API: After 5 minutes of inactivity.
• Facebook, WhatsApp, Instagram, Telegram, Twitter, and SMS channels: After 24 hours of inactivity.
In the case of the channels mentioned above, a session also ends when it is transferred to a human agent or if there is a satisfaction survey, and it is answered within 24 hours of being sent.
Important: if there is an interruption in the conversation, for example, if an integration does not run correctly, it will restart and be counted as a different session for the same user.• Help channel: After 5 minutes of inactivity.
Please note that in Help, a session begins when:
a. A user clicks on an article.
b. A user enters directly from a link.
c. A user accesses the article from the search bar.
A session will be considered to have started from the search bar if a search is performed and one of the options is selected by pressing Enter. If the article is not opened, it will not count as a session. A session can have an infinite number of searches and clicks on suggested articles, but if you choose to open the article in another window or tab, it will count as a new session.