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            Set Up a Messaging Console

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            3. Unified Messaging

            Set Up a Messaging Console

            Create a page where reps message with customers. If you already have voice or other messaging channels set up in Service Cloud, you likely have this page set up already.

            Required Editions

            Available in: Lightning Experience

            Available in:

            • Enterprise and Unlimited Editions for Service Cloud
            • Growth or Advanced Editions Marketing Cloud Next
            • Pro+, Corporate+, and Enterprise+ Editions for Marketing Cloud Engagement
            User Permissions Needed
            To create or edit a console app Customize Application AND View Setup and Configuration
            To create and save Lightning pages in the Lightning App Builder Customize Application
            1. From Setup, in the Quick Find box, enter App Manager, and select App Manager.
            2. Click New Lightning App.
            3. Name your app, and click Next.
            4. On the next screen, select:
              • Console Navigation as the Navigation Style.
              • Desktop and phone as Supported Form Factors.
              • Setup (full set of Setup options) as the Setup Experience.
            5. Click Next.
            6. Click Add Utility Item, and select Omni-Channel.
            7. Click Next.
            8. Under Available Items, select Accounts, and click the arrow pointing to the Selected Items section. Repeat this step to move Contacts, Messaging Sessions, and Messaging Users to the Selected Items section.
            9. Click Next.
            10. On the Navigation Rules screen, click Next.
            11. Under Available Profiles, select the user profile that should have access to this console, and click the arrow pointing to the Selected Profiles box. Repeat this step for each profile that you want to give access to.
            12. Click Save & Finish.
            13. From the App Launcher, search for and select your app.
            14. In the tab to the right of the App Launcher, select Messaging Session.
             
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            Salesforce Help | Article