A session has the following steps:

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Start session

This is when the user messages your agent in a new “thread”, and your agent webhook is called. A “thread” is loosely defined as in an email thread. Different platforms have different versions of this:
  • Slack: A threaded conversation in a channel, initiated by a user message.
  • Email: A thread is a conversation between two people, initiated by a user message.
  • SMS / WhatsApp: There is no concept of a thread for these.
Each thread has a unique session ID attached to it. In case of platforms that are single threaded, like whatsapp or SMS, you will not get a new session ID unless you close the current session, and closing the current session will mark the end of that session.

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Show human output

This is the process of showing the user some output. The output will be appended to the current thread, and once it has been delivered, the API call will return. For example, in case of email, this will trigger sending a new email to the existing email thread associated with that session.

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Ask human for input

This is the process of asking the user for input. The user will be prompted to input something, and the API call will return once the user has inputted something. For example, in case of email, this will trigger sending a new email to the existing email thread associated with that session, and waiting for the user to respond over email. The response will then be sent as a result of the API call.

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End session

This is the process of ending the session. This will mark the end of the session, and the session will be marked as “Completed” on the dashboard. For a multi threaded platform, any new messages in that thread will be ignored. For a single threaded platform, any new message will trigger a new session.