# 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="https://4187494610-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FFe4cpY1jy0FJ4kgC7wSx%2Fuploads%2F8FBegXVOC5St3roPVqXZ%2Flive-sessions.png?alt=media&#x26;token=d6f65069-a6b9-4926-bf1c-458cccfa9773" 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;