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Permissions for Chat Support Agents
Enable a few specific permissions for Chat support agents so that they have access to the tools that they need to provide help to customers.
Required Editions
| View supported editions. |
Important
Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.
General Permissions
| Necessary Permission | Description |
|---|---|
| “API Enabled” | Required for all Chat users |
Object Permissions
| Record Type | Permission | Description | Considerations |
|---|---|---|---|
| Chat Sessions | “Read” | Enables agents to view session records | We don’t recommend giving agents the ability to create, edit, and delete session records. Session records are created automatically and are meant to provide a paper trail with information about the time that agents spend online, so we don’t recommend giving agents the ability to change these records. |
| Chat Configurations | "Read" | Enables agents to use configuration settings, such as sensitive data rules. | We don't recommend giving agents the ability to create, edit, and delete chat configuration records. Without the "Read" permission on chat configurations, configuration settings such as sensitive data rules aren't loaded when an agent logs in to the console. |
| Live Chat Visitors | “Read” | Enables agents to view visitor records | We don’t recommend giving agents the ability to create, edit, and delete visitor records. Visitor records are created automatically and are meant to provide a paper trail that associates your customers with their chat transcripts, so we don’t recommend giving agents the ability to change these records. |
| Live Chat Transcripts | “Read” | Enables agents to view chat transcripts | We don’t recommend giving agents the ability to create, edit, and delete chat transcripts. Transcripts are created automatically and are meant to provide a paper trail about your agents’ interactions with customers, so we don’t recommend giving agents the ability to change these records. |
| Quick Text | “Read” | Enables agents to view quick text messages and include quick text in chats. | Without the “Read” permission on quick text, agents can’t access the quick text sidebar in the Salesforce console. |
| “Create” | Enables agents to create quick text messages | If you want to standardize quick text messages across your organization, limit your agents’ ability to create quick text messages. In that case, give the “Create” permission to support supervisors instead. | |
| “Edit” | Enables agents to edit quick text messages | If you want to standardize quick text messages across your support organization, limit your agents’ ability to edit quick text messages. In that case, give the “Edit” permission to support supervisors instead. | |
| “Delete” | Enables agents to delete quick text messages | If you want to standardize quick text messages across your organization, limit your agents’ ability to delete quick text messages. In that case, give the “Delete” permission to support supervisors instead. |
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