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Permissions for Chat Support Supervisors
You must enable certain permissions for Chat support supervisors so that they have all the tools they need to monitor agents’ activities and review customers’ information.
Required Editions
| View supported editions. |
Important
Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.
General Permissions
| Necessary Permission | Description |
|---|---|
| “API Enabled” | Required for all Chat users |
| Optional Permission | Description |
|---|---|
| “Assign Chat Skills to Users” | Enables supervisors to assign skills to agents. |
Object Permissions
| Record Type | Permission | Description | Considerations |
|---|---|---|---|
| Chat Sessions | “Read” | Enables supervisors to view session records | None |
| “Create” | Enables supervisors to create session records | Session records are created automatically and are meant to provide a paper trail that provides information about the time that agents spend online. We don’t recommend tampering with these records, but you can give supervisors the ability to create them manually. | |
| “Edit” | Enables supervisors to edit session records | Session records are created automatically and are meant to provide a paper trail that provides information about the time that agents spend online. We don’t recommend tampering with these records, but you can give supervisors the ability to edit them. | |
| “Delete” | Enables supervisors to delete session records | Session records are created automatically and are meant to provide a paper trail that provides information about the time that agents spend online. We don’t recommend tampering with these records, but you can give supervisors the ability to delete them. | |
| Live Chat Transcripts | “Read” | Enables supervisors to view chat transcripts | None |
| “Create” | Enables supervisors to create chat transcripts | Chat transcripts are created automatically and are meant to provide a paper trail about your agents’ interactions with customers. We don’t recommend tampering with these records, but you can give supervisors the ability to create transcripts manually. | |
| “Edit” | Enables supervisors to edit chat transcripts | Chat transcripts are created automatically and are meant to provide a paper trail about your agents’ interactions with customers. We don’t recommend tampering with these records, but you can give supervisors the ability to edit transcripts. | |
| “Delete” | Enables supervisors to delete chat transcripts | Chat transcripts are created automatically and are meant to provide a paper trail about your agents’ interactions with customers. We don’t recommend tampering with these records, but you can give supervisors the ability to delete transcripts. | |
| Live Chat Visitors | “Read” | Enables supervisors to view visitor records | None |
| “Create” | Enables supervisors to create visitor records | Visitor records are created automatically and are meant to provide a paper trail that associates your customers with their chat transcripts. We don’t recommend tampering with these records, but you can give supervisors the ability to create them manually. | |
| “Edit” | Enables supervisors to edit visitor records | Visitor records are created automatically and are meant to provide a paper trail that associates your customers with their chat transcripts. We don’t recommend tampering with these records, but you can give supervisors the ability to edit them. | |
| “Delete” | Enables supervisors to delete visitor records | Visitor records are created automatically and are meant to provide a paper trail that associates your customers with their chat transcripts. We don’t recommend tampering with these records, but you can give supervisors the ability to delete them. | |
| Quick Text | “Read” | Enables supervisors to view Quick Text messages | None |
| “Create” | Enables supervisors to create Quick Text messages | None | |
| “Edit” | Enables supervisors to edit Quick Text messages | None | |
| “Delete” | Enables supervisors to delete Quick Text messages | None |
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