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Unable to Enable Messaging Settings for Enhanced Messaging in Agentforce Service"

게시 일자: Feb 1, 2026
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Administrators attempting to enable Messaging Settings in Agentforce Service (formerly Service Cloud) may find the Messaging toggle unresponsive or grayed out. This commonly occurs when the Digital Engagement add-on license is not provisioned on the org, or when the admin is attempting to enable Messaging for a channel type (such as Enhanced Chat/MIAW) that does not require Messaging to be enabled.

솔루션

To use Enhanced Chat (Messaging for In-App and Web, MIAW), go to Setup > Messaging Settings and create a messaging channel from New Channel. 
Select Enhanced Chat as the channel type.

To use Enhanced Messaging (e.g., LINE, Facebook Messenger), first go to Setup > Messaging Settings and change Messaging to On. After this change, create a messaging channel from New Channel.

If you cannot change Messaging to On, first ensure that you have a Digital Engagement add-on license.
For information on editions and licenses where Messaging is available, please refer to the documentation below.
Supported Editions for Messaging

If an error message with a specific number is displayed, contact Salesforce Customer Support and provide the error number.

Knowledge 기사 번호

004867926

 
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