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            Give Employees Access to Enhanced Chat for IT Services

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            1. Salesforce Help
            2. Docs
            3. Agentforce IT Service

            Give Employees Access to Enhanced Chat for IT Services

            Assign the required permissions to your employee users so they can chat with the IT Service Employee Agentforce agent using embedded messaging on the self-service portal.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To assign permission set licenses: Manage Users
            To create permission sets: Manage Profiles and Permission Sets
            To edit users: Manage Internal Users
            To assign permission sets: Assign Permission Sets
            1. Assign the Enhanced Chat User permission set license to your employees.
            2. Create a custom permission set for your employees so they can access the Agentforce agent via Enhanced Chat.
              1. Select Enhanced Chat User from the License dropdown menu.
              2. Save your changes.
              3. Click App Permissions.
              4. Click Edit and check Enhanced Chat Rep, Initiate Messaging Sessions, and End Messaging Session.
              5. Save your changes.
            3. Assign the permission set to your employee users.
            4. Assign the Service feature license to your users so that they can use Enhanced Chat.
             
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            Salesforce Help | Article