Session lifecycle

A session manages the lifecycle of one inquiry — from creation to resolution. Sessions can be acted on by multiple parties throughout their lifetime.

Created (Open)
    └→ AI handling (AI assigned)
         └→ Resolved (AI auto-closes)
         └→ Escalated (assignee changed to operator / Unassigned)
              └→ Operator handling
                   └→ Closed
                   └→ Reassigned to another operator
                   └→ Returned to AI (assignee changed to AI)

A session has three states: Open, In Progress, and Resolved. A resolved session cannot be reopened. To assign an operator to a session, use the Assign to submenu in the ”…” menu on the ticket detail panel.

Close triggers

Trigger	Description
AI determines issue is resolved	AI posts a closing summary in the thread and closes the session
Requester confirms resolution	Requester says something like “that solved it”; AI interprets the intent and closes
`!close` command	Requester sends `!close` in the channel thread
Web UI close action	Operator or Admin closes via the web admin panel
Inactivity timeout	Session auto-closes after a configured idle period (e.g., 24 hours)

Closing a session manually

From the web admin panel

Open the ticket

Select the session from the Tickets screen and open the detail panel.

Select the Close Ticket action

Choose Close Ticket from the ”…” menu in the detail panel or ticket row.

Confirm in the dialog

A confirmation dialog appears. Review the details and click Confirm.

Session detail panel (conversation view)

From the channel (requester)

The requester can close the session by sending the !close command in the thread.

!close

Inactivity timeout

Sessions with no messages for a configured period are closed automatically.

When the reminder duration elapses (e.g., 20 hours), a warning message is posted in the thread
When the auto-close duration elapses (e.g., 24 hours total), the session is closed automatically
If a message is received after the warning, the timer resets

The timeout durations are configured by the Admin in Settings.

Requesting an extension

To extend the deadline before auto-close, ask for more time in the thread. For example, send “I need more time.” The AI interprets the request and extends the deadline. Operators can also set an extension duration directly from the web admin panel.

Behavior after closing

After a session is closed:

Auto-reply in the closed thread: “This session has been closed. Please start a new thread for additional questions.”
A new session cannot be started from the same closed thread.

Satisfaction rating

The bot asks the requester to rate their satisfaction after the close notice. It does this when the !close command or the inactivity timeout closes the session. It also does this when the requester accepts the AI’s resolution suggestion. Closing a session from the web admin screen does not post it.

In Slack, Microsoft Teams, and Google Chat, the requester rates the session with five star buttons.
LINE WORKS cannot show buttons, so the message asks the requester to rate with !feedback <1-5>.
The bot does not post the message for a session that already has a rating.
Only the person who raised the inquiry can rate it.

For how to use !feedback, see Subcommand reference.

Internal notes

Operators and admins can add internal notes to any session that are not visible to requesters. Use notes for team communication and work history.

Note characteristics

Only Operators and Admins can add and view notes
Notes are not visible to requesters or in any channel
Each note records the author name and timestamp
Notes are color-coded by author for easy scanning
Notes cannot be edited. Only the author can delete their own note

Note deletion behavior

When a note is deleted, the content is removed but a record remains:

“Note deleted”

This preserves the audit trail that a note existed, without exposing the original content.

The AI agent does not read internal notes. If you want to pass instructions to the AI after returning the session, include them in the thread or when using the !assign ai command — not in a note.

Billing classification

The assignee at the time the session is closed determines billing.

Assignee at close	Classification
AI	Paid ticket (AI resolved the inquiry)
Operator / Unassigned	Non-billable (human involvement was required)

If a session was closed with the wrong assignee, contact Admina support.

Introduction

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FAQ and troubleshooting

Session lifecycle