# 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.

<figure><img src="/files/PA0zoqfCfntT0qssFPiT" alt="live sessions page"><figcaption></figcaption></figure>

## Understanding the live sessions list&#x20;

Each session card in the list includes key session information.

<table><thead><tr><th width="138.666748046875">Information</th><th>Description</th></tr></thead><tbody><tr><td><strong>Flow Name</strong></td><td>The name of the flow the session is executing.</td></tr><tr><td>Start time </td><td>The timestamp when the session began.</td></tr><tr><td><strong>Channel</strong></td><td>Indicates whether the session is through <strong>Phone,</strong> <strong>Web Chat</strong> or <strong>API.</strong></td></tr><tr><td><strong>Duration</strong></td><td>The total elapsed time since session start, shown as <code>3m 45s</code> or <code>3h 16m 1s.</code></td></tr><tr><td><strong>State</strong></td><td>The current state of the session, displaying either <code>Live</code> or one of the following completed states <code>transfer</code>, <code>systemDisconnect</code> or <code>userDisconect</code> </td></tr></tbody></table>

* 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.                  |

***

### 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.&#x20;


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.ixhello.com/ixhc2/reporting/live-sessions.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.