How a chat session's status changes

When the conversation is closed from the chat console, the chat session record's status field updates to "closed."

There are multiple ways to close a chat session:

1. The user closes it manually.
2. It closes automatically when a new message arrives and the gap since the last message is longer than the session time set on the ValueText Setup page (Step 1).
3. A scheduled job closes it after a set time if the customer never replies.

Build the flow to log the conversation

Set up a flow that runs when a chat session closes, then walks its related messages into a single activity history entry.

1. Set the start conditions. Trigger the flow when a Chat Session record is updated, with an entry condition of rsplus__Status__c Equals Closed.

   

2. Get the Message Bucket records. Retrieve Message Bucket records where rsplus__Chat_Session__c (the lookup field on Message Bucket) equals the chat session record's Record ID.

   

3. Create a text variable. Add a Text variable to hold the full conversation as it gets assembled.

   

4. Loop through the messages and build the log. Loop over the Message Bucket records and append each one to the variable using a formula field:

   ```

   IF(ISBLANK({!Description}), '', {!Description}+BR())

   +TEXT({!Get_messages_into_variable.rsplus__Type__c})

   +' --['+TEXT({!Get_messages_into_variable.rsplus__Submitted_On__c})+'] --'+

   {!Get_messages_into_variable.rsplus__Message__c}

   ```

   

5. Create the Task. Add a Create Records element for the Task object to log the conversation under the activity history of the related record.

   

The complete flow: