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Field Service SMS/Email Session Not Functioning for Visual Remote Assistant (VRA)

Fecha de publicación: Feb 27, 2026
Descripción

At times during the SMS and Email sessions, an issue arises where after the client accesses the meeting through the Field Service invite, the Visual Remote Assistant (VRA) pop-up fails to open in Salesforce, and the "Send an invitation" button remains in a loaded state. On the customer side, they encounter the persistent "Connect with Agent" screen.

To gain access to internal Salesforce objects and facilitate the creation of new records, such as session invite sessions, users must have Salesforce API enabled.

Enabling the Salesforce API for users can be accomplished either through their profile settings or by assigning a permission set.

Please note: ‌Salesforce API permissions can only be added to custom profiles. If standard profiles are exclusively utilized, the Salesforce API can be granted via a permission set. Alternatively, administrators may opt to clone the standard profile and incorporate the necessary permission into the cloned profile.

Solución

The current implementation of the Visual Remote Assistant (VRA) necessitates the configuration of the "API Enabled" permissions for VRA users.

Enable API access using profiles (Only for custom profiles):

  1. Enter Manage Users from setup and click on Profiles.
  2. Click Edit on the specific profile you would like to update.
  3. Enter System Permissions and click on Edit.
  4. Check the API Enabled box.
  5. Click Save.

Enable API access in Salesforce by permission set

  1. Enter Permission Sets from Setup.
  2. Create a new Permission Set. 
  3. Go to System and click on System Permissions. 
  4. Click Edit. 
  5. Check the API Enabled box. 
  6. Click Save. 
  7. Assign this permission set to the user.
Número del artículo de conocimiento

001235879

 
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Salesforce Help | Article