---
schema_version: "1"
id: 3c8851ee2626ef7f9fa87193c0f52371b7b521f9fc306c7e2121c1126ce7b5af
title: Accept a Message and Chat with a Customer
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/livemessage_agent_accept_message.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.livemessage_agent_accept_message.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 63c0b30d168779c088b661c1bf9a7385c6e7bd99ca3509efb9209426e2488c11
description: When a new message arrives in Messaging, it appears in the Omni-Channel utility or sidebar.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Accept a Message and Chat with a Customer

When a new message arrives in Messaging, it appears in the Omni-Channel utility or sidebar.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="livemessage_agent_accept_message__d1085e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_agent_accept_message__d1085e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
              <strong>This article applies to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
              WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple
              Messages for Business, Enhanced LINE, and Bring Your Own Channel</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="d152140e80">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152140e80 ">To send and receive messages in Enhanced Chat:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152140e80 ">
              <p>Enhanced Chat User permission set license </p>
              <p style="margin-bottom:0;">AND</p>
              <p style="margin-bottom:0;">Enhanced Chat Rep user
                permission</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152140e80 ">To send and receive messages in standard and enhanced messaging channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152140e80 ">Messaging Agent</td>

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

1. To accept a message and open the messaging session window, click the checkmark icon.
    
    To see the first message that a customer sent, hover your mouse over the checkmark icon. The first message can give you context about why the customer is contacting your company.
2. To send a message to the customer, enter your message and press **Enter** on your keyboard.
    
    ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png)
    
    Tip To add more context to the messaging session, use the lookup fields on the Details tab to associate the session with a case, lead, or opportunity.

![Omni-Channel utility with checkmark icon circled](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_omni.png)