Session Management

Description

Creates, tracks, and closes Session records that represent a single channel connection within a Conversation — for example, one phone call or one chat session. Sessions carry channel-specific metadata such as SIP call ID, WebRTC session ID, or messaging thread ID.

Canonical use case

When a customer is transferred from IVR to an agent, the platform creates a new Session to represent the agent leg while maintaining the link to the parent Conversation, preserving full continuity.