Open Messaging

Access Messaging through the Service Console app that your admin set up. Log into Omni-Channel to start chatting with customers.

View supported editions.
This article applies to:	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

User Permissions Needed
To send and receive messages in Enhanced Chat:	Enhanced Chat User permission set license AND Enhanced Chat Rep user permission
To send and receive messages in standard and enhanced messaging channels:	Messaging Agent

User Permissions Needed

To send and receive messages in Enhanced Chat:

Enhanced Chat User permission set license

AND

Enhanced Chat Rep user permission

To send and receive messages in standard and enhanced messaging channels:

Messaging Agent

Open the app that contains Messaging.
1. To open the App Launcher, on the left side of the navigation bar, click .
2. Click the app that contains Messaging. Usually, this is your Service Console app.
  The name of the app might vary depending on how your admin set up Salesforce. When in doubt, your admin can tell you which app to use.
Log into Omni-Channel. Messages are routed only to service reps who are logged in.
1. To open the Omni-Channel utility (pictured) or sidebar, click Omni-Channel in the footer of your screen.
2. Click the dropdown menu and select your status. If you’re online, a green dot is shown next to the status. Now you’re ready to chat with customers.