How to Clear a Chat Session in BoldDesk

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, allowing them to start a fresh conversation with the same user when needed.

Key Benefits

• 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.
   

   

   The Clear Chat Session option will only be available if:

   • The conversation was initiated from the live chat widget.
   • The chat is active (i.e., the requester is online or available).
   • The conversation is not in a closed state.
   • The conversation is not marked as spam or deleted.