End users can now terminate messaging sessions directly within the Web Widget when they feel their issue is resolved or no further real-time discussion is needed, giving them greater control over their support journey and reducing unnecessary follow-ups that consume agent capacity. The feature is disabled by default, so you'll need to verify your account meets the requirements and manually enable it if you want to activate this capability for your users.
Announced on Rollout on March 19, 2026 March 19, 2026 We are excited to introduce the user presence for messaging EAP, to identify if your end users are still on the website or have abandoned the conversation by closing the website. User presence will help businesses: Prioritize conversations where
Announced on Rollout starts Rollout ends March 5, 2026 February 23, 2026 March 30, 2026 We are excited to announce that you can now allow end users to end a messaging session with a human or AI agent if they feel no further real-time discussion is needed, or if they have resolved the issue. When an