What is a Chat Session?

The session is the natural unit of a conversation and the unit most reporting is built around. It defines what the assistant treats as one exchange, so everything said inside a session is available as context for later messages in that session, while a new session starts from a clean slate. Where you draw that boundary changes the visitor experience noticeably.

Boundaries are usually set by inactivity timeouts, by the visitor closing the widget, or by navigation away from the site. Each choice has a trade-off. Ending too eagerly means a visitor who took a phone call mid-conversation comes back and has to explain themselves again. Persisting too long means someone returning a week later finds the widget still referring to a question they no longer care about.

Clerkzo saves conversations so a session is not just a live object but a record you can go back to, complete with a thumbs up or down rating from the visitor. That archive is what makes improvement possible: reading whole sessions rather than isolated messages is how you spot where an answer went thin, and a correction written from that context becomes an authoritative override for the next visitor who asks.