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Destination Agents Do Not Appear in "Transfer Conversation" for Salesforce Enhanced Chat

Дата публикации: Jan 20, 2026
Описание

When using "Transfer Conversation" in Enhanced Chat to transfer a specific conversation to another agent, the target user may not appear in the list with Agentforce Service (formerly Service Cloud).

This issue occurs because the destination user has not been granted the "Enhanced Messaging Agent" application permission. To make the user visible in the list, you must assign the appropriate permissions to them.

Решение

Follow these steps to create a permission set and assign it to the user:

  1. From Setup, enter "Permission Sets" in the Quick Find box, then select Permission Sets.

  2. Click New, Enter a Label (e.g., "Enhanced Chat User") and API Name, then click Save.

  3. In the Apps section, click App Permissions, then click Edit.

  4. Under the Call Center section, check the box for ”Enhanced Chat Agent and” click Save.

  5. Click Manage Assignments at the top of the page.

  6. Click Add Assignments, select the relevant users, and click Assign.

Дополнительные ресурсы

Transfer a Messaging Session

Номер статьи базы знаний

005239142

 
Загрузка
Salesforce Help | Article