Messaging for In-App and Web Licensing changes in Summer ’23 release

Before Summer ’23 release, customers needed to get a no cost SKU for Messaging for In App and Web added by their Account team. However, between June 13th, 2023 to June 27th, 2023 customer orgs with the below SKUs will be re-provisioned to have the Messaging for In-App and Web org permissions automatically enabled.

Service Cloud Enterprise Edition with the Digital Engagement SKU
Service Cloud Unlimited and Performance Edition SKUs
Sales Cloud Unlimited and Performance edition SKUs
Sales Cloud Enterprise Edition with the Sales Engagement SKU

Org Permissions that will be enabled - “Enable Messaging for In-App and Web channels” and “Conversation 2.0 Channels”.

Once provisioning is complete, follow the steps in this help doc to assign the right permissions to agents.
For Service Cloud customers who had previously received the no cost Messaging for In-App and Web SKU, this feature will continue to work for agents with the Service Cloud User checkbox enabled. However, the approach outlined in the help doc is the recommended approach moving forward.

After the Summer ’23 release, new messaging channels need to be activated. This presents terms and conditions for a user to accept as outlined in the “Add a Messaging Channel” section in this help doc.

Any sandboxes that were created/refreshed prior to June 16th, 2023 and without Messaging for In-App and Web permissions already enabled, will need to refresh the sandbox or use ‘Match production licenses’ to get the necessary licenses assigned to the sandbox from production.

Note - Note: The automatic provisioning described below occurred between June 13–27, 2023. If your org was created after this date, follow the steps in the linked help documentation to enable Messaging for In-App and Web.