Support Sessions
What are support sessions?
Section titled “What are support sessions?”Support sessions are the live conversations connected to ticket work. They provide the running interaction history between a user and the agent handling the request.
In practice, a support session gives you:
- Conversation history for the issue
- Linked ticket context
- Visible activity updates when the agent takes meaningful actions
Support chat flow
Section titled “Support chat flow”A typical session follows this progression:
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User initiates — the user opens a chat and describes their issue or request.
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Agent responds — the agent uses its instructions, tools, and available context to continue the conversation.
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Work continues — if the agent needs more information or needs to take action, it can use the tools available to it.
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Resolution or handoff — the session ends when the issue is solved, escalated, or handed over.
Sessions can span multiple exchanges and remain the conversation layer behind the linked ticket.
Plan proposals
Section titled “Plan proposals”Some sessions include plan proposals when the user should review or approve an action before it continues.
If plan proposals are used in your workflow, the timeline can show states such as:
- Proposed
- Accepted
- Rejected
- Modified
Activity timeline
Section titled “Activity timeline”The session timeline is the main place to review what happened. Depending on the workflow, it can include:
| Timeline item | Description |
|---|---|
| Messages | User and agent conversation turns |
| Ticket updates | Changes that matter to the surrounding support process |
| Plan state | Proposal, acceptance, rejection, or modification markers |
| Recent activity | A concise view of what changed most recently |