This blog post covers exactly what Sessions and Conversations are within the Dynamics 365 Omni Channel Engagement app. They are sometimes used interchangeably, but they are in fact two different entities and have different purposes for managing customer interactions.
What is a conversation?
A conversation entity is created automatically when a user accepts an incoming chat request from live chat, for example. This conversation entity includes a few different things, and primarily has the conversation (in the left hand screen) where the user and customer interact. It also includes the customer summary, which is the main form used by a user in the interaction: It has areas for the Customer (Account or Contact) and an area to link it to a Case entity. It includes other information regarding the chat, including the details of the customers system e.g. browser and also pre-chat survey questions, and if they are authenticated. This form is one of two forms on the Conversation entity. The second form is a form which is normally viewed after the conversation has ended, which is the conversation summary. This page also includes the transcript of the conversation. After a conversation has been wrapped up, they can be seen on the timeline of a Contact.
What is a session?
A session is an instance where users who took the conversation and a customer conversation itself are connected together. That was purposefully vague, because a session isn’t a conversation, but it is a facilitator of the conversation – it is what connects the specific instance of a user and and the engagement with the customer. The session entity infact can have multiple agents linked (Session Participants) in instances, for example where a customer was transferred to another agent. The Session record is linked to the Conversation via a lookup. For transfer situations, two Session records are created – one for the originator and one for where it was transferred – this is because in a transfer, the agent being transferred needs to accept it – and they are actually accepting the second session, and the singular conversation is linked. In the two session entities, they both reference the same conversation entity in the ‘conversation’ lookup, and in the conversation, there are two sessions in the ‘Session’ subgrid.
This should demystify the difference between a Conversation and a Session in Microsoft Omni Channel Engagement – the session being the facilitator of the conversation, and the conversation being the record of the customer and the actual discussion taking place. For more information, you can watch the entities in the short video here.