How chat sessions work
A session usually starts when a visitor sends a first message, and the chat software stores an identifier in the browser so the conversation survives page changes. It ends when the request is resolved, when the visitor stays inactive past a time limit, or when the browser loses the identifier.
Returning visitors are the tricky part. Anonymous visitors on a new device start fresh. If the website passes a stable user ID, such as for logged-in customers, the chat can link sessions to the same person so history carries over. Pricing pages that mention “sessions” or “conversations” usually count these units.
Example: a returning online shopper
A shopper chats with an online store about sizing on Monday, then logs in on Thursday to ask whether the jacket is back in stock. Because the store passes its customer ID to the chat, the conversation history is still there, and the assistant can answer without asking her to repeat which jacket she meant. This scenario is illustrative.
Chat sessions in InsertChat
Every InsertChat website chat is a conversation in the shared inbox, with the visitor’s landing page and referrer saved to their contact. Your site can pass a user identifier so returning, signed-in visitors keep their chat history, and an email to prefill their details.
Clearly finished conversations are marked resolved automatically: website chats and texts after 24 hours of inactivity, emails after 72 hours, and calls at call end when no follow-up is promised. Conversations that need you are never resolved automatically. See the online store setup.
