---
schema_version: "1"
id: d64cfef651df686f3e7aee7fe958db923cd14744ff1e95d64c6436538f3a4f42
title: Add Conferencing to a Messaging Session
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/livemessage_agent_conferencing_session.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.livemessage_agent_conferencing_session.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2b05bcfa05d90bd472c3132f16806c6e33e3d9dbd1b1b2f07e35828f70a749bd
description: Bring additional expertise into a single conversation by adding other reps directly to an active messaging session. Unlike Transfer, which moves the conversation to another rep or queue, Conferencing enables live collaboration in the same session, making it easier to handle complex customer needs without starting over.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Add Conferencing to a Messaging Session

Bring additional expertise into a single conversation by adding other reps directly to an active messaging session. Unlike Transfer, which moves the conversation to another rep or queue, Conferencing enables live collaboration in the same session, making it easier to handle complex customer needs without starting over.

### 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_conferencing_session__d656e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_agent_conferencing_session__d656e784" 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, Enhanced SMS, Enhanced Apple Messages for
              Business, Enhanced LINE, and Bring Your Own Channel</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" 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/crossmark.png" alt="X icon"></span>
              <strong>This article doesn’t apply to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</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="d45680e100">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d45680e100 ">To transfer enhanced messaging sessions to flows:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d45680e100 ">Run Flows</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d45680e100 ">To receive transferred messaging sessions or end your own messaging sessions in
              Enhanced Chat:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d45680e100 ">
              <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="d45680e100 ">To receive transferred messaging sessions or end your own messaging sessions in
              enhanced messaging channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d45680e100 ">
              <p>Messaging User permission set license</p>
              <p style="margin-bottom:0;">AND</p>
              <p style="margin-bottom:0;"> Messaging Agent user
                permission</p>
            </td>

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

Before a service rep can invite other service reps to join an active messaging session, ensure that your admin has selected **Enable Skills-Based and Direct-to-Agent Routing** in Omni-Channel Settings in Setup.

Keep these considerations in mind when conferencing:

- Adding Agentforce, other Salesforce AI agents, or external bots to a Messaging conference is not recommended, as these bots—including Agentforce and legacy enhanced bots—cannot differentiate between human participants, which might lead to misrouted responses or confusion.
- You can start a conference with one specific service rep, or notify all reps— whichever rep accepts first joins the conference. You can conference multiple reps into a chat, but you must send each request individually.
- Service reps cannot transfer Conferencing Messaging sessions to users outside their Salesforce org in Bring Your Own Channel as the **Others** recipient type is not included in the Messaging Session Transfer Destination list.

1. In an active messaging session, click![Conferencing Icon](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/chat_conferencing_icon.png) in the lower-left corner of the Conversation component.
2. Select a recipient type: Agent, Queue, or Flow. Only service reps who are online with a Messaging presence status appear in the list.
3. Click **Invite**.
    
    If a service rep accepts the conference request, you see a notification in the chat log, and that rep can start chatting. If the service rep declines the request, you see a notification above the chat log. The customer receives a notification when a service rep joins or leaves a conference.
4. If you decide to exit the conference, click **Leave Conversation**.
    
    When the other service reps leave the conference, reps see a notification in the chat log. The last service rep in the conference must click **End Conversation**.

When a service rep joins a conference, older chats are loaded. Gray lines appear while they’re loading.

If you use Omni-Channel routing, conferencing is available in Lightning Experience only.

![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 get help from a supervisor during an active messaging session, click the flag icon and enter your message. You and your supervisor can exchange messages that aren’t visible to the customer. These messages appear in the conversation transcript.