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

Дата публикации: Feb 1, 2026
Описание

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.

Решение

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.

Дополнительные ресурсы

Turn On Messaging in Service Cloud

Supported Editions for Messaging

Номер статьи базы знаний

004867926

 
Загрузка
Salesforce Help | Article