---
schema_version: "1"
id: 9052834561b650ec142afbda281cb37e30b5975ca9103429b674e73e139b1d93
title: Give Service Users Access to Messaging
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_permissions_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_permissions_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8e15c394f2395dd7bce532d011692d2d0466828116d3d675260521ba36334678
description: Assign permissions to users who will message with customers or supervise service reps in Messaging channels.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Give Service Users Access to Messaging

Assign permissions to users who will message with customers or supervise service reps in Messaging channels.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
          <colgroup>
            <col style="width:50%">
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          <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="messaging_permissions_parent__d810e447"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_permissions_parent__d810e447" 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 permission">
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          <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="d58930e94">User Permissions Needed</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">To assign permission set licenses:</td>
              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">Manage Users</td>
            </tr>
            <tr class="">
              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">To create permission sets:</td>
              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">Manage Profiles and Permission Sets</td>
            </tr>
            <tr class="">
              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">To edit users:</td>
              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">Manage Internal Users</td>
            </tr>
            <tr class="">
              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">To assign permission sets:</td>
              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">Assign Permission Sets</td>
            </tr>
          </tbody>
        </table>

Users who will help customers in Enhanced Chat require different permissions. For details, see the Enhanced Chat documentation on user access.

## Step 1: Assign the Messaging Permission Set License

All users who will engage with customers in messaging sessions or supervise messaging service reps need the Messaging permission set license.

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

Important If you upgrade from Digital Engagement to Agentforce Contact Center Digital, you must update your permission set license assignments. For details, see [Considerations for Upgrading to Credits-Based Messaging with Agentforce Contact Center Digital](https://help.salesforce.com/s/articleView?id=service.messaging_accd_considerations.htm&release=264.0.0&type=5 "As of February 23, 2026, you can access Messaging via the existing Digital Engagement add-on, or via the new Agentforce Contact Center Digital add-on. Agentforce Contact Center Digital uses a different billing model based on message credits in Digital Wallet.").

1. From Setup, enter Users in the Quick Find box, and select **Users**.
2. Select the user you want to assign the permission set license to.
3. In the Permission Set License Assignments related list, click **Edit Assignments**.
4. Enable the **Messaging User** permission set license, or if you have Agentforce Contact Center Digital, the **Messaging Unlimited** permission set license.
5. Click **Save**.
6. Repeat this process for all users that require Messaging.

## Step 2: Assign Messaging Permission Sets

With the Messaging permission sets, service reps can exchange messages with customers and admins can customize the Messaging experience for service reps. Admins require some additional permissions that service reps don’t need.

1. Create a Messaging permission set for service reps.
    1. From Setup, enter Permission Sets in the Quick Find box, and select **Permission Sets**.
    2. Click **New**.
    3. For Label, enter a name for the permission set. The API Name is automatically filled.
    4. Skip the section about user licenses.
        
        ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png)
        
        Important If you select a user license, App Permissions aren't available.
    5. Click **Save**.
    6. In the details page, click **Service Presence Statuses Access** and click **Edit**.
    7. Use the arrow buttons to add your Messaging presence statuses to the Enabled Service Presence Statuses list, and click **Save**.
    8. Go back to the permission set overview page, and select **Object Settings** | **Messaging Sessions**.
    9. Click **Edit**, give view access to all, and assign the appropriate access for your users or roles.
    10. Click **Save**.
    11. Go back to the Object Settings page and select **Messaging Users**.
    12. Click **Edit**, give view access to all, and assign the appropriate access for your users or roles.
    13. Click **Save**.
    14. Go back to the permission set overview page and select **App Permissions**.
    15. Click **Edit**, then select these user permissions: Messaging Agent, Initiate Messaging Sessions, Access Conversation Entries.
    16. To let service reps transfer messaging sessions to flows or send messaging components using flows, select the Run Flows permission.
    17. To let service reps use Messaging on the Salesforce mobile app, select the Message on Mobile permission.
    18. To let service reps send an opening SMS message to a customer, select the Send Initial SMS Message to Individual permission.
    19. Click **Save**.
2. Create a Messaging permission set for admins.
    1. From the Permission Sets page, clone the permission set you created for service reps and give it a distinct name.
    2. From the details page of the cloned permission set, select **App Permissions**.
    3. Click **Edit**.
    4. Select Configure Messaging to allow admins to add queues and perform other administrative tasks for Messaging.
    5. If you plan to assign the Messaging admin permission set to users who aren’t System Administrators, select these additional permissions to let them create and edit Messaging channels: Customize Application, Manage Auth. Providers, View Setup and Configuration, and Modify All Data. Since these are powerful permissions, you may prefer to assign them to users individually.
    6. Click **Save**.
3. Assign the permission sets.
    1. From Setup, enter Users in the Quick Find box, and select **Users**.
    2. Select the name of the user that you want to assign the permission set to. Start with yourself; otherwise, you can’t assign it to your service reps.
    3. Click **Edit Assignments**.
    4. In the Permission Set Assignment page, move the permission set that you created to the Enabled Permission Sets list.
    5. Click **Save**.

For help, see [Assign a Permission Set License to a User](https://help.salesforce.com/s/articleView?id=platform.users_permissionset_licenses_assign.htm&type=5&language=en_US).

#### See Also

- [Set Up Routing for Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&release=264.0.0&type=5 "Use Omni-Channel to route customer inquiries sent over a Messaging channel to a queue, bot, or qualified service rep. For simple routing scenarios, try queue-based routing. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route messages, or route all messages to a single user or an Agentforce agent.")