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            Give Service Users Access to Messaging

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            Give Service Users Access to Messaging

            Assign permissions to users who will message with customers or supervise service reps in Messaging channels.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            X icon This article doesn’t apply to: Enhanced In-App Chat or Enhanced Web Chat channels
            User Permissions Needed
            To assign permission set licenses: Manage Users
            To create permission sets: Manage Profiles and Permission Sets
            To edit users: Manage Internal Users
            To assign permission sets: Assign Permission Sets

            Users who will help customers in Enhanced Chat require different permissions. For details, see the Enhanced Chat documentation on user access.

            Step 1: Assign the Messaging Permission Set License

            All users who will engage with customers in messaging sessions or supervise messaging service reps need the Messaging permission set license.

            Important
            Important If you upgrade from Digital Engagement to Agentforce Contact Center Digital, you must update your permission set license assignments. For details, see Considerations for Upgrading to Credits-Based Messaging with Agentforce Contact Center Digital.
            1. From Setup, enter Users in the Quick Find box, and select Users.
            2. Select the user you want to assign the permission set license to.
            3. In the Permission Set License Assignments related list, click Edit Assignments.
            4. Enable the Messaging User permission set license, or if you have Agentforce Contact Center Digital, the Messaging Unlimited permission set license.
            5. Click Save.
            6. Repeat this process for all users that require Messaging.

            Step 2: Assign Messaging Permission Sets

            With the Messaging permission sets, service reps can exchange messages with customers and admins can customize the Messaging experience for service reps. Admins require some additional permissions that service reps don’t need.

            1. Create a Messaging permission set for service reps.
              1. From Setup, enter Permission Sets in the Quick Find box, and select Permission Sets.
              2. Click New.
              3. For Label, enter a name for the permission set. The API Name is automatically filled.
              4. Skip the section about user licenses.
                Important
                Important If you select a user license, App Permissions aren't available.
              5. Click Save.
              6. In the details page, click Service Presence Statuses Access and click Edit.
              7. Use the arrow buttons to add your Messaging presence statuses to the Enabled Service Presence Statuses list, and click Save.
              8. Go back to the permission set overview page, and select Object Settings | Messaging Sessions.
              9. Click Edit, give view access to all, and assign the appropriate access for your users or roles.
              10. Click Save.
              11. Go back to the Object Settings page and select Messaging Users.
              12. Click Edit, give view access to all, and assign the appropriate access for your users or roles.
              13. Click Save.
              14. Go back to the permission set overview page and select App Permissions.
              15. Click Edit, then select these user permissions: Messaging Agent, Initiate Messaging Sessions, Access Conversation Entries.
              16. To let service reps transfer messaging sessions to flows or send messaging components using flows, select the Run Flows permission.
              17. To let service reps use Messaging on the Salesforce mobile app, select the Message on Mobile permission.
              18. To let service reps send an opening SMS message to a customer, select the Send Initial SMS Message to Individual permission.
              19. Click Save.
            2. Create a Messaging permission set for admins.
              1. From the Permission Sets page, clone the permission set you created for service reps and give it a distinct name.
              2. From the details page of the cloned permission set, select App Permissions.
              3. Click Edit.
              4. Select Configure Messaging to allow admins to add queues and perform other administrative tasks for Messaging.
              5. If you plan to assign the Messaging admin permission set to users who aren’t System Administrators, select these additional permissions to let them create and edit Messaging channels: Customize Application, Manage Auth. Providers, View Setup and Configuration, and Modify All Data. Since these are powerful permissions, you may prefer to assign them to users individually.
              6. Click Save.
            3. Assign the permission sets.
              1. From Setup, enter Users in the Quick Find box, and select Users.
              2. Select the name of the user that you want to assign the permission set to. Start with yourself; otherwise, you can’t assign it to your service reps.
              3. Click Edit Assignments.
              4. In the Permission Set Assignment page, move the permission set that you created to the Enabled Permission Sets list.
              5. Click Save.

            See Also

             
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