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Version: 2.7.0

Sessions Hyground starts

Not every session starts with you. This page explains the sessions Hyground starts, and where you find them.

How does a session start?​

Every session starts from one event. Four events can start a session. The event decides who owns the session and where it is listed.

The first two events give you a session of your own:

  • You send a message. You are the owner, and the session is private. You find it on the Sessions page. See Who can see a session?.
  • You write from a connected chat tool or mailbox. Hyground can start a session from there, if your administrator connected one. It uses the user account with your address, so this session is yours and sits on the same page.

The last two events start a session that nobody owns:

  • A schedule reaches its planned time. You find the session on the Sessions from schedules page. See Where do you find them?.
  • A connected system sends a notification. You find the session on the Auto RCAs page. See Where do you find them?.

What does the agent get in these sessions?​

A scheduled session gets the message you saved in the schedule. See Schedule a session.

An Auto RCA gets the notification from the connected system. The agent investigates it without a question from you.

Not every notification describes an incident. Such a notification also starts an Auto RCA.

Who can see these sessions?​

Every user of your installation. Both kinds are shared from the moment Hyground creates them.

No user is the owner of such a session. So no user can unshare it, and no user can delete it.

The Sessions from schedules page still offers a delete icon, but the delete fails after you confirm. The Sessions page behaves the same way when an action is not yours. See What does the Sessions page show?.

A session you start yourself follows different rules. See Who can see a session?.

Do your preferences apply?​

Not to the first message. Hyground starts a scheduled session or an Auto RCA without a profile, because no user sends that message. See Which sessions use your preferences?.

For a scheduled session, write the instruction into the schedule instead. That saved message is then the only instruction the session gets before it starts. An Auto RCA starts from the notification alone.

Your profile applies again from the first message you send into the session yourself.

Where do you find them?​

Scheduled sessions and Auto RCAs are not in the table of the Sessions page. Each kind has its own page:

  • Click the Auto RCAs icon in the left navigation for the Auto RCAs.
  • Click the Session Scheduler icon, then Sessions in the panel, for the scheduled sessions.

Both pages list the sessions with their Last Interaction and the Shared badge. The Sessions from schedules page also names the schedule of each session.

What can you do in a session Hyground started?​

Open it and read it like any other session. You can send a message into it, and the agent answers you there.

You can also rename the session, pin it, and export it. The rules for a shared session apply. See Who can see a session?.