You might have come across Sessions already in Omni Channel Engagement and I cover exactly what they are in this previous postSession Templates also exist. They manage the setup of quite a few things, including Agent Scripts. Learn more about what they are in this post!

Session Templates manage a number of items at the time of a new Session being accepted and opened. The main purpose of the template is to specify which tabs (in the Multi Tabbed Experience) should the Session open by default.

The Chat channel has some standard setup. The standard Session Template for chat has two tabs which open – the Customer and the KB article shown in the screenshot below.

The Anchor tab is basically the first tab and this can never be closed. In a session template additional tabs can be specified – you’d want to include additional tabs as the purpose of the session template is setting the user up for success at the very beginning of a session. Your removing the need for them to go and have to open the tab and search themselves.

In each additional stab you can specify if the user should be able to close the tab or not.

The templates can be seen in action within a Session below with a customer – first the Customer Summary then the Knowledge Article tab.

The ‘Title’ of the Session is the title of the conversation as shown and updates to the Customer Name when this is resolved in the lookup field.


A Session Template is linked to the Work-stream – which is linked to the Channel. In the default example, there is the Chat Channel, the default Work-stream for Chat and then the default session template for Chat. In the Work-stream there is the Session Template marked as Default.

Navigate to a Session Template by opening the Omni Channel Administration App and going to ‘Sessions’ (not Session Templates) and modifying the tabs to see it in action.

I hope this has demystified the ‘Session Template’ architecture and how these link with the Work-streams and Channels!