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Give Users Access to Enhanced Chat

To let service reps message with customers, create and assign a permission set for Enhanced Chat service reps.

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
User Permissions Needed
To assign permission set licenses: Manage Users
To create permission sets: Manage Profiles and Permission Sets
To edit users: Manage Internal Users
To assign permission sets: Assign Permission Sets
  1. Assign the Enhanced Chat User permission set license.
    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 Enhanced Chat User permission set license.
    5. Click Save.
    6. Repeat this process for all users that require Enhanced Chat.
  2. Create a presence status for Enhanced Chat.
  3. Create a custom permission set for your chat reps. While you may see an existing standard permission set called Messaging for In-App and Web user, it doesn't apply to service reps using Enhanced Chat.
    1. Select None from the License dropdown menu.
    2. Click the name of your permission set from the related list, and select App Permissions. Click Edit, and select Enhanced Chat Rep.
    3. Save your changes.
  4. Edit the permission set to give users appropriate access to the Messaging Session object. We recommend giving them read and edit access.
  5. Edit the permission set to give users access to presence statuses.
  6. Assign the permission set.
  7. To allow service reps to transfer Enhanced Chat sessions, select Enable Skills-Based and Direct-to-Agent Routing on the Omni-Channel Settings page in Setup.