Service Assistant for Messaging Permissions

• Messaging Session Access (Required)
• Eligibility Flow Access (Required)
• Optional Permissions: Service Replies

Service Assistant for Messaging requires all permissions listed in Mandatory Permissions for Service Assistant. In addition, the permissions below are required to grant Service Assistant access to Messaging Sessions and to run the eligibility flow.

Messaging Session Access (Required)

The Service Planner User accesses the Messaging Session object so that it can monitor the conversation and create service plans. To grant access, a custom permission set that provides app and object access to Messaging Sessions is required.

Service reps don't require the custom permission set. They need only the Service Planner User permission set.

Eligibility Flow Access (Required)

For more information, see Service Plan Eligibility Criteria.

The Messaging Session eligibility flow doesn't run using the Service Planner User's Run Flows app permission. Both admins and service reps require direct access to the flow so that it runs when the Messaging Session record page opens.

To grant access, restrict the flow's default general access, and then create a custom permission set that you assign to both the admin and service reps. Alternatively, give your users the Run Flows permission, or restrict the flow's default general access and then assign the flow to the Standard User profile, if either option aligns with your company's security standards. See Set Up Service Assistant for Messaging.

Optional Permissions: Service Replies

For more information, see Service Replies for Service Assistant. To set up Service Replies, see Set Up Service Replies for Service Assistant (Optional).

Service Replies surfaces AI-generated suggested replies in the Service Assistant component during active messaging sessions. Service reps can post or edit a reply before sending it to the customer.

Service Replies in Service Assistant uses the same configuration and permissions as the generally available feature. Because Service Replies is a standalone capability of Service Assistant, access is based only on the Service Replies permissions. No Service Assistant-specific permissions are required.

If you ground Service Replies with a data library, the Data Cloud Architect permission set is also required for the admin. You can use the same data library that's assigned to your Service Assistant agent.