---
schema_version: "1"
id: 2c14a56e212f2ca6269540f1c1815349d650ed8bd3245a21e3531eb571c17eb7
title: Turn On Messaging
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/livemessage_enable.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.livemessage_enable.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0d8712536673fbf5205dd89a3e9ec894a4a4b2d760c1be9fed3a0a6ad0b88fc5
description: Turn on Messaging in Agentforce Service (formerly Service Cloud) so that service reps can communicate with customers in standard and enhanced Messaging channels. This step isn’t needed for Enhanced Chat.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Turn On Messaging

Turn on Messaging in Agentforce Service (formerly Service Cloud) so that service reps can communicate with customers in standard and enhanced Messaging channels. This step isn’t needed for Enhanced Chat.

### 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_enable__d589e447"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_enable__d589e447" 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 WhatsApp, Enhanced Facebook Messenger, Standard and 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;">Enhanced In-App Chat or Enhanced Web Chat channels</td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
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        </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="d118419e98">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d118419e98 ">To enable Messaging:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d118419e98 ">
              <p>View Setup and Configuration</p>
              <p style="margin-bottom:0;">AND</p>
              <p style="margin-bottom:0;">System Administrator</p>
            </td>

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">&nbsp;</td></tr></tbody></table>

1. From Setup in Lightning Experience, enter Messaging in the Quick Find box, and select **Messaging Settings**.
2. Turn on **Messaging**.
    
    ![Messaging Settings page with the Messaging toggle set to On](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_enabled.png)

The Digital Engagement add-on license creates Messaging permissions, Setup pages, and objects, such as the MessagingSession and MessagingEndUser objects. It also allows you to create Messaging channels so your service team can help customers over WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, and SMS. After you turn on Messaging, create one or more Messaging channels using the New Channel guided setup flow on the Messaging Settings page.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note If you’re not able to turn on Messaging, first make sure that you have the Digital Engagement add-on license. If you purchased the add-on but still aren’t able to turn on Messaging, contact your account executive. If you receive an error message with a specific number when you try to turn on Messaging, contact Salesforce Customer Support and share the error number. And, note that Messaging can’t be turned on in Trailhead playgrounds.