ValueText ValueText
Docs/Chat console & conversations/Chat Sessions in ValueText

Chat Sessions in ValueText

A Chat Session is a period during which messages have been exchanged with a customer. The interval between Chat Sessions is 30 minutes by default, but you can customize it.

Last updated 28 Nov 2025
To picture how this works, imagine you are chatting with a customer and you close the chat because the issue is fixed. If the same customer sends you a text again three days later, that message starts a new Chat Session. In other words, any incoming or outgoing message sent after the configured interval has passed creates a new session with that customer.

Set the Chat Session interval

  1. Go to ValueText Setup. In Step 1 of the setup wizard you'll find New conversation difference time (enter in minutes).
  2. Enter the interval in minutes, for example 10, 20, or 30.

For example, if you set the interval to 30 minutes, any message sent more than 30 minutes after the last one will start a new Chat Session.

ValueText Setup screen with the App Launcher search box highlighted showing ValueText Setup selected, and the New conversation difference time (enter in minutes) field highlighted on the right set to 10.
Fig 01

Close or start a Chat Session manually

You can also close or start a new session by hand. To close a Chat Session manually, click Close Session in the top right corner of the Mini Chat Console.

Mini Chat Console showing an active WhatsApp session with the Close Session button highlighted in the top right corner.
Fig 02

View Chat Session history in Converse view

You can review a record's chat history broken out by Chat Session:

  1. Go to Converse view.
    Salesforce App Launcher with Converse View typed into the search box and Converse view highlighted in the Items list.
    Fig 03
  2. Go to the required record and click the dropdown (⏬) icon. The chat sessions for that record are displayed.
    Converse view My view tab showing a list of chat records for a contact named Sravan, with status, direction, and channel icons for each message.
    Fig 04
    Converse view with a highlighted list of chat session records for a single phone number, showing Name, Phone No, Status, and Created Date columns with Open and Closed sessions.
    Fig 05

If you selected the first radio button, the Mini Chat Console automatically opens on the right side with the full message history for that session.

Converse view with a chat session row selected on the left and an arrow pointing to the Mini Chat Console opened on the right side, showing the full message history and Close Session button.
Fig 06

Enable Chat Session tracking

By default, Chat Session is not enabled. To turn it on, go to ValueText Setup > Omni channel message routing and check the Chat Session box.

FAQ

Is Chat Session the same thing as a WhatsApp session?

No. A WhatsApp session is a 24 hour window that is activated by an approved WhatsApp template message or an incoming message. See the pricing page for details.

A Chat Session is different: it tracks separate conversations with the same customer across different time intervals.

Can all conversations be stored on an object?

Yes, all Chat Sessions are stored in the rsplus__Chat_session__c object.

Was this helpful?
← PreviousFilter Messages in Converse View for Bulk Jobs Next →Set up mobile notifications in Salesforce
ValueText ValueText
Docs/Chat console & conversations/Chat Sessions in ValueText

Chat Sessions in ValueText

A Chat Session is a period during which messages have been exchanged with a customer. The interval between Chat Sessions is 30 minutes by default, but you can customize it.

Last updated 28 Nov 2025
To picture how this works, imagine you are chatting with a customer and you close the chat because the issue is fixed. If the same customer sends you a text again three days later, that message starts a new Chat Session. In other words, any incoming or outgoing message sent after the configured interval has passed creates a new session with that customer.

Set the Chat Session interval

  1. Go to ValueText Setup. In Step 1 of the setup wizard you'll find New conversation difference time (enter in minutes).
  2. Enter the interval in minutes, for example 10, 20, or 30.

For example, if you set the interval to 30 minutes, any message sent more than 30 minutes after the last one will start a new Chat Session.

ValueText Setup screen with the App Launcher search box highlighted showing ValueText Setup selected, and the New conversation difference time (enter in minutes) field highlighted on the right set to 10.
Fig 01

Close or start a Chat Session manually

You can also close or start a new session by hand. To close a Chat Session manually, click Close Session in the top right corner of the Mini Chat Console.

Mini Chat Console showing an active WhatsApp session with the Close Session button highlighted in the top right corner.
Fig 02

View Chat Session history in Converse view

You can review a record's chat history broken out by Chat Session:

  1. Go to Converse view.
    Salesforce App Launcher with Converse View typed into the search box and Converse view highlighted in the Items list.
    Fig 03
  2. Go to the required record and click the dropdown (⏬) icon. The chat sessions for that record are displayed.
    Converse view My view tab showing a list of chat records for a contact named Sravan, with status, direction, and channel icons for each message.
    Fig 04
    Converse view with a highlighted list of chat session records for a single phone number, showing Name, Phone No, Status, and Created Date columns with Open and Closed sessions.
    Fig 05

If you selected the first radio button, the Mini Chat Console automatically opens on the right side with the full message history for that session.

Converse view with a chat session row selected on the left and an arrow pointing to the Mini Chat Console opened on the right side, showing the full message history and Close Session button.
Fig 06

Enable Chat Session tracking

By default, Chat Session is not enabled. To turn it on, go to ValueText Setup > Omni channel message routing and check the Chat Session box.

FAQ

Is Chat Session the same thing as a WhatsApp session?

No. A WhatsApp session is a 24 hour window that is activated by an approved WhatsApp template message or an incoming message. See the pricing page for details.

A Chat Session is different: it tracks separate conversations with the same customer across different time intervals.

Can all conversations be stored on an object?

Yes, all Chat Sessions are stored in the rsplus__Chat_session__c object.

Was this helpful?
← PreviousFilter Messages in Converse View for Bulk Jobs Next →Set up mobile notifications in Salesforce
ValueText ValueText
Docs/Chat console & conversations/Chat Sessions in ValueText

Chat Sessions in ValueText

A Chat Session is a period during which messages have been exchanged with a customer. The interval between Chat Sessions is 30 minutes by default, but you can customize it.

Last updated 28 Nov 2025
To picture how this works, imagine you are chatting with a customer and you close the chat because the issue is fixed. If the same customer sends you a text again three days later, that message starts a new Chat Session. In other words, any incoming or outgoing message sent after the configured interval has passed creates a new session with that customer.

Set the Chat Session interval

  1. Go to ValueText Setup. In Step 1 of the setup wizard you'll find New conversation difference time (enter in minutes).
  2. Enter the interval in minutes, for example 10, 20, or 30.

For example, if you set the interval to 30 minutes, any message sent more than 30 minutes after the last one will start a new Chat Session.

ValueText Setup screen with the App Launcher search box highlighted showing ValueText Setup selected, and the New conversation difference time (enter in minutes) field highlighted on the right set to 10.
Fig 01

Close or start a Chat Session manually

You can also close or start a new session by hand. To close a Chat Session manually, click Close Session in the top right corner of the Mini Chat Console.

Mini Chat Console showing an active WhatsApp session with the Close Session button highlighted in the top right corner.
Fig 02

View Chat Session history in Converse view

You can review a record's chat history broken out by Chat Session:

  1. Go to Converse view.
    Salesforce App Launcher with Converse View typed into the search box and Converse view highlighted in the Items list.
    Fig 03
  2. Go to the required record and click the dropdown (⏬) icon. The chat sessions for that record are displayed.
    Converse view My view tab showing a list of chat records for a contact named Sravan, with status, direction, and channel icons for each message.
    Fig 04
    Converse view with a highlighted list of chat session records for a single phone number, showing Name, Phone No, Status, and Created Date columns with Open and Closed sessions.
    Fig 05

If you selected the first radio button, the Mini Chat Console automatically opens on the right side with the full message history for that session.

Converse view with a chat session row selected on the left and an arrow pointing to the Mini Chat Console opened on the right side, showing the full message history and Close Session button.
Fig 06

Enable Chat Session tracking

By default, Chat Session is not enabled. To turn it on, go to ValueText Setup > Omni channel message routing and check the Chat Session box.

FAQ

Is Chat Session the same thing as a WhatsApp session?

No. A WhatsApp session is a 24 hour window that is activated by an approved WhatsApp template message or an incoming message. See the pricing page for details.

A Chat Session is different: it tracks separate conversations with the same customer across different time intervals.

Can all conversations be stored on an object?

Yes, all Chat Sessions are stored in the rsplus__Chat_session__c object.

Was this helpful?
← PreviousFilter Messages in Converse View for Bulk Jobs Next →Set up mobile notifications in Salesforce
ValueText ValueText
Docs/Chat console & conversations/Chat Sessions in ValueText

Chat Sessions in ValueText

A Chat Session is a period during which messages have been exchanged with a customer. The interval between Chat Sessions is 30 minutes by default, but you can customize it.

Last updated 28 Nov 2025
To picture how this works, imagine you are chatting with a customer and you close the chat because the issue is fixed. If the same customer sends you a text again three days later, that message starts a new Chat Session. In other words, any incoming or outgoing message sent after the configured interval has passed creates a new session with that customer.

Set the Chat Session interval

  1. Go to ValueText Setup. In Step 1 of the setup wizard you'll find New conversation difference time (enter in minutes).
  2. Enter the interval in minutes, for example 10, 20, or 30.

For example, if you set the interval to 30 minutes, any message sent more than 30 minutes after the last one will start a new Chat Session.

ValueText Setup screen with the App Launcher search box highlighted showing ValueText Setup selected, and the New conversation difference time (enter in minutes) field highlighted on the right set to 10.
Fig 01

Close or start a Chat Session manually

You can also close or start a new session by hand. To close a Chat Session manually, click Close Session in the top right corner of the Mini Chat Console.

Mini Chat Console showing an active WhatsApp session with the Close Session button highlighted in the top right corner.
Fig 02

View Chat Session history in Converse view

You can review a record's chat history broken out by Chat Session:

  1. Go to Converse view.
    Salesforce App Launcher with Converse View typed into the search box and Converse view highlighted in the Items list.
    Fig 03
  2. Go to the required record and click the dropdown (⏬) icon. The chat sessions for that record are displayed.
    Converse view My view tab showing a list of chat records for a contact named Sravan, with status, direction, and channel icons for each message.
    Fig 04
    Converse view with a highlighted list of chat session records for a single phone number, showing Name, Phone No, Status, and Created Date columns with Open and Closed sessions.
    Fig 05

If you selected the first radio button, the Mini Chat Console automatically opens on the right side with the full message history for that session.

Converse view with a chat session row selected on the left and an arrow pointing to the Mini Chat Console opened on the right side, showing the full message history and Close Session button.
Fig 06

Enable Chat Session tracking

By default, Chat Session is not enabled. To turn it on, go to ValueText Setup > Omni channel message routing and check the Chat Session box.

FAQ

Is Chat Session the same thing as a WhatsApp session?

No. A WhatsApp session is a 24 hour window that is activated by an approved WhatsApp template message or an incoming message. See the pricing page for details.

A Chat Session is different: it tracks separate conversations with the same customer across different time intervals.

Can all conversations be stored on an object?

Yes, all Chat Sessions are stored in the rsplus__Chat_session__c object.

Was this helpful?
← PreviousFilter Messages in Converse View for Bulk Jobs Next →Set up mobile notifications in Salesforce