Live sessions

The Live Sessions page provides real-time visibility into conversations that are currently in progress across the phone and web-chat channels. Use this page to view active sessions, follow live transcripts, and understand current customer activity.

Before You Begin

• Confirm that at least one conversational flow is deployed and active.

• This page only shows live sessions. Completed sessions are handled in a separate reporting view coming in a later release.

Accessing Live Sessions

1. Sign in to ixHello Customer v2.

2. In the left navigation menu, go to Reporting → Live Sessions.

3. The live sessions page includes:

   1. A live sessions list.

   2. A Session Details pane to follow live transcripts of a session.

Understanding the live sessions list

Each session card in the list includes key session information.

Information	Description
Flow Name	The name of the flow the session is executing.
Start time	The timestamp when the session began.
Channel	Indicates whether the session is through Phone, Web Chat or API.
Duration	The total elapsed time since session start, shown as 3m 45s or 3h 16m 1s.
State	The current state of the session, displaying either Live or one of the following completed states transfer, systemDisconnect or userDisconect

• If a session ends while you are viewing the page, it remains visible until you manually refresh. After refreshing, the completed session is removed from the list.

• New sessions appear automatically at the bottom of the list. Existing live sessions remain visible and unchanged. Completed sessions are not removed as a result of new sessions being added.

Viewing Session Details

Selecting a session opens the Session Details view, which allows you to inspect metadata and follow the conversation transcript in real time.

Field	Description
Session UUID	A unique identifier for the session.
Channel	The active channel (Phone or Web Chat).
Stage	The current environment of the flow e.g. DEV.
Start Time	The timestamp when the session began.
End Time	The timestamp when the session ended (if completed).
Duration	Total time elapsed from start time.

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Following the Conversation Transcript

The Session Conversation section displays real-time and historical messages in a clear, chat-like format. New events are displayed below the last message in the transcript.

Event Type	Display Style	Description
System Message	Left aligned chat bubble	Messages generated by the flow logic.
User Message	Right aligned chat bubble	Messages sent by the end user.
User Disconnect	Pill-shaped label	Indicates that the user disconnected.
System Disconnect	Pill-shaped label	Indicates that the system ended the session.
System Transfer	Pill-shaped label	Marks that the session was transferred to another flow or human agent.

Next Steps

To analyze flow performance or metrics, visit ixHello Reporting.