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Give Non-Reps Access to Enhanced Chat Transcripts

To let users who aren't service reps view Enhanced Chat transcripts, give them access to the Messaging Session record and assign them the Access Conversation Entries app permission.

Required Editions

View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
  1. Give your non-rep user access to the Messaging Session record.
  2. From Setup, search for Profiles, and select Profiles.
  3. Select the name of the profile for your non-rep users.
  4. Select App Permissions.
  5. Click Edit.
  6. Select Enable on the Access Conversation Entries permission.
  7. Save your changes.