Separate Sessions for Marketing and Utility

How to view Marketing chat sessions

1. Open a chat record where a marketing message has been sent.

1. Click the Chat Sessions tab.

1. Select All Chat Sessions - Internal Purpose, you will now see a separate session labeled Marketing alongside Utility.

How to view Marketing messages in the Chat UI

1. Open the Chat UI.

2. Click the three-dot menu.

1. Select Include Marketing to display both Utility and Marketing messages in the conversation view.

1. Select Exclude Marketing to view only Utility messages.

Marketing Session Closure

• Session validity: A Marketing session remains open for 30 days by default.

• Session closure: If a customer responds by clicking a button in a marketing message template, the session will automatically close.