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 execute the eligibility flow.

Messaging Session Access (Required)

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

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

Eligibility Flow Access (Required)

Reference Guide: Service Plan Eligibility Criteria

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

To grant access, you must restrict the flow's default general access and then create a custom permission set that must be assigned to both the admin and service reps. Alternatively, you can provide your users Run Flows permissions or restrict the flow's default general access and then assign the flow to the Standard User profile, if either of those align with your company's security standards.

Optional Permissions: Service Replies

Reference Guide: Service Replies for Service Assistant | Setup: Set Up Service Replies for Service Assistant (Optional)

Service Replies is a capability that 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. There are no Service Assistant-specific permissions 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.