Why Use a Session Policy?

For organizations that support a diverse group of clients, representatives need to be able to handle sessions with permissions based on multiple factors. With session policies, a support representative's effective permissions granted and restrictions applied are dynamic, based on criteria other than just that representative's user permissions.

Session policies apply permissions not only to the representative but also to Jump Items and support portals, and by extension to Support Buttons, Jumpoints, and local Jumps. The ability to apply permissions on multiple levels aids in flexibility and security.


With session policies, a representative can be given different permissions for different scenarios. The tools available to a representative and the prompts the customer sees can vary from session to session based not only on the representative account but also on whether the session is customer-initiated or Jump session, on the support portal through which the session started, and on the specific Jump Item. By strategically applying policies, you can set how permissions work in numerous scenarios.


Applying session policies can also help with your security measures. Some of your end-users may be in environments that require stricter security than is required by other end-users. With session policies, you can comply with rigid security requirements without sacrificing use of your full tool set for less-restricted end-users. By assigning separate session policies for different customer support portals, you can adjust the security level based on your clients' needs.