Provide Service Reps Dynamic, Real-Time Issue Resolution Guidance for Messaging Sessions
Service Assistant brings real-time, conversational issue resolution guidance to messaging sessions. Service reps receive dynamic, step-by-step service plans that adapt instantly to live conversations and automate plan steps with agent actions. In addition, service reps can receive additional, on-demand support using the agent chat box.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with the Agentforce for Service or Agentforce 1 add-ons. This feature requires the Service Planner and Adaptive Experience add-ons.
Feature Support: Service Assistant for Messaging supports Enhanced Chat, Facebook, and WhatsApp channels.
When: This feature is available starting July 21, 2026.
Who:
- To set up Service Assistant for Messaging, Salesforce admins need the Service Planner Builder permission set and Messaging Eligibility Flow Access custom permission set that grants access to the messaging session eligibility flow.
- To use Service Assistant for Messaging, service reps need the Service Planner User permission set and the Messaging Eligibility Flow Access custom permission set that grants access to the messaging session eligibility flow.
- To generate service plans for messaging sessions, the ServicePlanner User requires the Agent
Messaging Access custom permission set that includes these permissions.
- App permission: Access Conversations Entries
- Messaging Sessions object permission: Read, View All Fields
Why: Previously, Service Assistant only provided issue resolution guidance for cases. Now, Service Assistant is an autonomous, real-time agent for messaging sessions that adapts in real time to fluid conversations.
How: To set up Service Assistant for Messaging, go to the Service Assistant Setup page and complete the messaging configuration steps, which include creating eligibility criteria, turning on Service Assistant for messaging, and adding the component to the messaging session record page. You can reuse your existing Service Assistant agents, subagents, and actions for messaging, or create dedicated agents specifically for messaging channels.
