---
schema_version: "1"
id: c635e52f71d6d15428486cae61b507c59b7108d87e4cece353a01bb916464548
title: Give Users Access to Enhanced Chat for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_embedded_msgng_permissions.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_permissions.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: fb3445f746b1501d47387d3b5786af1d99d43712d39836c88972462d3a3cf706
description: Give employees access to the IT Service Employee Agent and prepare IT support reps to receive Enhanced Chat conversations transferred from the agent.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d126432e74">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">To assign permission set licenses:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">Manage Users</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">To create permission sets:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">Manage Profiles and Permission Sets</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">To edit users:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">Manage Internal Users</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">To assign permission sets:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">Assign Permission Sets</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">To build and manage Employee agents:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">
              <p>Manage AI Agents</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">To create a presence status and add Omni-Channel to a Lightning app:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">Customize Application</td>

          </tr>
        </tbody>
      </table>

Complete the [automated Enhanced Chat setup](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_sf_go_steps.htm&release=264.0.0&type=5 "Salesforce Go simplifies the Enhanced Chat setup by automating multiple steps, from configuring Omni-Channel to routing chats to the IT Service Employee agent.").

## 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.
    
    See [Set Up Employees for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_emp_users.htm&release=264.0.0&type=5 "To provide a seamless service experience, you must create Employee records using the appropriate licenses and assign the necessary privileges to ensure they have the right level of access and support.").
2. Create a custom permission set for IT Service Employee Agent and give it Agent access.
    
    See [Manage Employee Agent Access](https://help.salesforce.com/s/articleView?id=ai.agent_manage_aea_access.htm&type=5&language=en_US).
3. [Assign this permission set to your users](https://help.salesforce.com/s/articleView?id=xcloud.assign_permission_set_to_user.htm&type=5&language=en_US).

## Give IT Support Reps Access to Enhanced Chat

1. Assign the Enhanced Chat User permission set license to your IT support reps.
    
    See [Assign a Permission Set License to a User](https://help.salesforce.com/s/articleView?id=platform.users_permissionset_licenses_assign.htm&type=5&language=en_US).
2. [Create a custom permission set](https://help.salesforce.com/s/articleView?id=platform.perm_sets_create.htm&type=5&language=en_US) 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](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US) to your IT support reps.
4. [Assign the Service feature license](https://help.salesforce.com/s/articleView?id=service.console2_assign_service_feature_license.htm&type=5&language=en_US) 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](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&type=5&language=en_US).
    
    Set the status option to **Online** and add the **Messaging** service channel.
6. [Create a custom permission set](https://help.salesforce.com/s/articleView?id=platform.perm_sets_create.htm&type=5&language=en_US) 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](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US) 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](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_utility_to_console.htm&type=5&language=en_US) as a sidebar or utility.