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            Accept a Message and Chat with a Customer

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            Accept a Message and Chat with a Customer

            When a new message arrives in Messaging, it appears in the Omni-Channel utility or sidebar.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            User Permissions Needed
            To send and receive messages in Enhanced Chat:

            Enhanced Chat User permission set license

            AND

            Enhanced Chat Rep user permission
            To send and receive messages in standard and enhanced messaging channels: Messaging Agent
            1. To accept a message and open the messaging session window, click the checkmark icon.
              To see the first message that a customer sent, hover your mouse over the checkmark icon. The first message can give you context about why the customer is contacting your company.
            2. To send a message to the customer, enter your message and press Enter on your keyboard.
              Tip
              Tip To add more context to the messaging session, use the lookup fields on the Details tab to associate the session with a case, lead, or opportunity.
            Omni-Channel utility with checkmark icon circled
             
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            Salesforce Help | Article