---
schema_version: "1"
id: fd1eb7c43855b266126f8ac21ef0cfba775b2e966bb1b32da37ecff193d476fb
title: Permissions for Chat Support Agents
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_support_agent_permissions.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_support_agent_permissions.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b3dc7e853743bce545e165b7893748644856bfe34cfc45b5369161fd5ee767aa
description: Enable a few specific permissions for Chat support agents so that they have access to the tools that they need to provide help to customers.
products:
  - Service Cloud
release: "264"
---
# Permissions for Chat Support Agents

Enable a few specific permissions for Chat support agents so that they have access to the tools that they need to provide help to customers.

### 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;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important

Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat).

## General Permissions

 
| Necessary Permission | Description |
| --- | --- |
| “API Enabled” | Required for all Chat users |

## Object Permissions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:15.384615384615385%">
          <col style="width:15.384615384615385%">
          <col style="width:15.384615384615385%">
          <col style="width:53.84615384615385%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36070e135">Record Type</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36070e138">Permission</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36070e141">Description</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36070e144">Considerations</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Record Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e135 ">Chat Sessions</td>

            <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">“Read”</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to view session records</td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">We don’t recommend giving agents the ability to create, edit, and delete session
              records. Session records are created automatically and are meant to provide a paper trail
              with information about the time that agents spend online, so we don’t recommend giving
              agents the ability to change these records.</td>

          </tr>
          <tr class="">
            <td data-label="Record Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e135 ">Chat Configurations</td>

            <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">"Read"</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to use configuration settings, such as sensitive data rules.</td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">We don't recommend giving agents the ability to create, edit, and delete chat
              configuration records. Without the "Read" permission on chat configurations, configuration
              settings such as sensitive data rules aren't loaded when an agent logs in to the
              console.</td>

          </tr>
          <tr class="">
            <td data-label="Record Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e135 ">Live Chat Visitors</td>

            <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">“Read”</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to view visitor records</td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">We don’t recommend giving agents the ability to create, edit, and delete visitor
              records. Visitor records are created automatically and are meant to provide a paper trail
              that associates your customers with their chat transcripts, so we don’t recommend giving
              agents the ability to change these records.</td>

          </tr>
          <tr class="">
            <td data-label="Record Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e135 ">Live Chat Transcripts</td>

            <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">“Read”</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to view chat transcripts</td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">We don’t recommend giving agents the ability to create, edit, and delete chat
              transcripts. Transcripts are created automatically and are meant to provide a paper trail
              about your agents’ interactions with customers, so we don’t recommend giving agents the
              ability to change these records.</td>

          </tr>
          <tr class="">
            <td data-label="Record Type" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d36070e135 ">Quick Text</td>

            <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">“Read”</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to view quick text messages and include quick text in chats.</td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">Without the “Read” permission on quick text, agents can’t access the quick text
              sidebar in the Salesforce console.</td>

          </tr>
          <tr class="">
            <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">“Create”</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to create quick text messages</td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">If you want to standardize quick text messages across your organization, limit your
              agents’ ability to create quick text messages. In that case, give the “Create” permission to
              support supervisors instead.</td>

          </tr>
          <tr class="">
            <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">“Edit”</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to edit quick text messages</td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">If you want to standardize quick text messages across your support organization, limit
              your agents’ ability to edit quick text messages. In that case, give the “Edit” permission
              to support supervisors instead.</td>

          </tr>
          <tr class="">
            <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">“Delete”</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to delete quick text messages</td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">If you want to standardize quick text messages across your organization, limit your
              agents’ ability to delete quick text messages. In that case, give the “Delete” permission to
              support supervisors instead.</td>

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

#### See Also

- [Chat Session Records](https://help.salesforce.com/s/articleView?id=service.live_agent_session_records.htm&release=264.0.0&type=5 "Every time your agents log in to Chat, a Chat session record is automatically created. These session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers.")
- [Chat Transcripts](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_transcripts.htm&release=264.0.0&type=5 "A chat transcript is a record of a chat between a customer and an agent. Salesforce automatically creates a transcript for each chat session.")
- [Chat Visitor Records](https://help.salesforce.com/s/articleView?id=service.live_agent_visitor_records.htm&release=264.0.0&type=5 "Every time an agent chats with a customer, Salesforce automatically creates a visitor record that identifies the customer’s computer.")
- [Edit Object Permissions in Profiles](https://help.salesforce.com/s/articleView?id=platform.perm_sets_object_perms_edit.htm&type=5&language=en_US)