Help Center

What is the difference between a session and an interaction?

Interactions are each of the queries generated and responded to between the user and the virtual assistant during the chat session. In other words, the set of interactions makes up a session. A session is understood as any action generated between the user and the bot that has a beginning and an end, meaning everything that is conversed in a chat in a complete manner; it starts when the user makes the first interaction with the virtual agent, and its end time will depend on the channel in which it occurs and the user's behavior.

πŸ‘‡Depending on the channel, a session is considered completed when:

Web Channel

  1. It exceeds 5 minutes of inactivity (starts after the last message sent by the user). 
  2. If the user clicks on the X in the chat window.

Facebook, WhatsApp, Instagram, Telegram, and Twitter Channels After 24 hours of inactivity.

πŸ‘‰In the case of the mentioned channels so far, a session also ends when it is transferred to a human agent or if the satisfaction survey is available and when sent, it is answered within 24 hours. 

⚠ Important: If there is any interruption in the conversation, for example, if an integration is not executed correctly, it will be restarted and counted as a different session, from the same user.

Help Channel

  1. A session ends after 5 minutes of inactivity.
  2. A session begins when:
    1. The article is clicked. 
    2. The article is accessed directly from a link. 
    3. The article is accessed from the browser's search bar.

⚠ A session will be considered initiated from the search bar if the search is made and the enter key is pressed on one of the options; if the article is not opened, it will not be counted as a session. 

πŸ‘‰A session can have infinite searches and clicks on suggested articles, but if you choose to open the article in another window or tab, it will be counted as a new session.

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