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Give Users Access to Enhanced Chat for IT Services

Give employees access to the IT Service Employee Agent and prepare IT support reps to receive Enhanced Chat conversations transferred from the agent.

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
To build and manage Employee agents:

Manage AI Agents

OR

Customize Application
To create a presence status and add Omni-Channel to a Lightning app: Customize Application

Complete the automated Enhanced Chat setup.

Give Employees Access to Enhanced Chat

  1. Set up your employee users with the Unified Employee License and assign the ITSM Portal UEL User permission set.
  2. Create a custom permission set for IT Service Employee Agent and give it Agent access.
  3. Assign this permission set to your users.

Give IT Support Reps Access to Enhanced Chat

  1. Assign the Enhanced Chat User permission set license to your IT support reps.
  2. Create a custom permission set for your IT support reps so they can handle transferred Enhanced Chat conversations.
    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 IT support reps.
  4. Assign the Service feature license to your IT support reps so that they can use Enhanced Chat.
  5. If your org doesn't have an online presence status for the Messaging service channel, create one.
    Set the status option to Online and add the Messaging service channel.
  6. Create a custom permission set for your IT support reps to access the presence status used for Enhanced Chat.
    1. Select None from the License dropdown menu.
    2. Save your changes.
    3. Click Service Presence Statuses Access.
    4. Click Edit.
    5. Move the online Messaging presence status from Available Service Presence Statuses to Enabled Service Presence Statuses.
    6. Save your changes.
  7. Assign the permission set to your IT support reps.
  8. Add your IT support reps to the IT Employee Agent Messaging Queue.
    1. From Setup, in the Quick Find box, enter Queues, and then select Queues.
    2. Next to IT Employee Agent Messaging Queue, click Edit.
    3. Under Queue Members, select Users from the Search dropdown menu.
    4. Move your IT support reps from Available Members to Selected Members.
    5. Save your changes.
  9. If the Lightning console app that your IT support reps use doesn't include Omni-Channel, add the Omni-Channel component as a sidebar or utility.