Sessions

A session in Open represents any interaction between a customer and your support team. This could be a conversation with an AI agent, a human agent, or both working together to help the customer.

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What is a Session?

Think of a session as a complete conversation thread. It starts when a customer reaches out and ends when their inquiry is resolved. Each session can include:

• Messages between the customer and AI
• Messages between the customer and human agents
• Files and attachments
• System actions and responses
• Session metadata (duration, channel, status)

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Communication Channels

Sessions can happen through multiple channels:

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How Sessions Work

1. Session Start

   • Customer initiates contact through any channel
   • System creates a new session
   • AI agent begins the conversation

2. During the Session

   • AI handles initial responses
   • Human agents can join when needed
   • Files and information can be shared
   • System actions can be triggered

3. Session End

   • Customer’s inquiry is resolved
   • Session is marked as complete
   • Summary and insights are generated

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Available Endpoints