Lightico sessions can be ended in 2 ways:
Manually - when the agent clicks End Session.
Automatically - after a period of inactivity
This article explains how to control what happens after a Lightico session ends. You can configure redirect pages for both agents and customers and define what level of post-session access customers will have to their session.
Agent end session behavior
You can configure the following end session behaviors in System settings > End session behavior > Agent:
Redirect agent
To determine what the agent sees upon session end:
Under Redirect Agent, choose one of the following options:
Back to Welcome page - The agent is taken back to the Agent welcome page.
Stay in room - The agent remains in the session interface and has access to all customer interactions for that session.
End session after inactivity
This setting automatically closes a Collaboration Room session after a defined period of inactivity. The session end timer begins counting from the moment the session is created—whether by an agent, API, or campaign. The timer resets whenever an action such as adding a Workflow or updating the session is initiated by the agent or API.
Customer activity does not reset the timer.
To automatically end a session after a period of inactivity:
Under End session after inactivity, turn on the toggle.
Enter the number of minutes the system should wait before ending the session.
Customer end session behavior
You can configure the following end session behaviors for customers in System settings > End session behavior > Customer.
End session access
To define the level of customer access to a session after it has ended:
Under End session access, turn the toggle on and select one of the following access levels:
Full access (unlimited) - Customer has full access to assets in the session, including the ability to complete documents.
Full access (time restricted) - Customer has full access, as above, but only for a defined period of time.
Limited access - Customer can review incomplete documents and download completed documents, but they cannot fill out or complete a document.
If you selected Limited access or Full access (time restricted), define the duration of the access.
If you selected either of the full access options, configure the following settings:
Attachments - Turn the toggle on to enable the customer to add attachments.
Chat - Turn the toggle on to enable the customer to use the chat to send a message to the agent.
If you selected Full access (time restricted), configure the following:
Continue to limited access - Turn the toggle on and define a duration to enable limited access for the defined duration after the full access period is over.
Redirect customer
To redirect customers to a specific URL at the end of a session:
Under Redirect customer, turn the toggle on and enter the relevant URL.