The Clear Chat Session feature in BoldDesk is designed to help support agents manage live chat interactions more efficiently. It allows agents to reset an ongoing chat session, enabling them to start a fresh conversation with the same user when needed.

Benefits of Using Clear Chat Session

• Improved clarity in ongoing conversations.
• Faster resolution by starting fresh when needed.
• Better user experience for requesters.
• Reduced confusion in long or multi-topic chats.
• Automatic status update to help agents track closed sessions.

What Happens When a Chat Session Is Cleared?

• The current conversation is removed from the requester’s view.
• Session data is cleared.
• The chat status is automatically updated to Closed.

Steps to Clear a Chat Session

1. Open an active live chat conversation.

2. In the message panel, click the More Actions icon (⋮) at the top-right corner.

3. Select Clear Chat Session from the options listed.

   
   
   

4. A confirmation dialog appears. Review the impact of clearing the session.

5. Click Clear Chat Session to proceed.
   

   
   
   

6. The session resets, and the chat status is automatically updated to Closed.
   
   

   
   
   

FAQs

1. Does clearing a chat session delete the conversation from agent history?
   No. Agents can still view the previous conversation in Agent Portal → Chats. Only the requester’s view is cleared.

2. Can automated workflows or SLAs be triggered when the session closes?
   Yes. Since the chat status changes to Closed, any SLA rules or automations tied to that status will run.

3. Why can’t I see the Clear Chat Session option?
   The option is hidden if:

• The chat is already Closed
• The requester is offline
• The conversation is flagged as Spam/Deleted
• The chat did not originate from the Live Chat Widget

4. Can this action be undone?
   No. BoldDesk does not provide an undo option for cleared chat sessions.

Related Articles

• How to Delete a Chat Conversation
• How to Edit Messages in Chat Conversations