---
schema_version: "1"
id: 6695d47a3c59d89438da3c2a776642839f4190e40e5ff193f8758884e365a559
title: Give Users Access to Enhanced Chat
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/miaw_prepare_users.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.miaw_prepare_users.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8e05f4017fd1c82f17aae71184247ec9ef82f38011a825cdd2dc9ede6daffb1b
description: To let service reps message with customers, create and assign a permission set for Enhanced Chat service reps.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# 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

<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="miaw_prepare_users__d265e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_prepare_users__d265e335" 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 In-App Chat and Enhanced Web Chat channels</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 WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS,
              Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own
              Channel</td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </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="d96656e98">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">To assign permission set licenses:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">Manage Users</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">To create permission sets:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">Manage Profiles and Permission Sets</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">To edit users:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">Manage Internal Users</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">To assign permission sets:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">Assign Permission Sets</td>

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

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.](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&type=5&language=en_US)
3. [Create a custom permission set for your chat reps.](https://help.salesforce.com/s/articleView?id=platform.perm_sets_create.htm&type=5&language=en_US) 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](https://help.salesforce.com/s/articleView?id=platform.perm_sets_objects_and_fields.htm&language=en_US). We recommend giving them read and edit access.
5. [Edit the permission set to give users access to presence statuses](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_access_presence_statuses.htm&language=en_US).
6. [Assign the permission set.](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US)
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.

- **[Give Non-Reps Access to Enhanced Chat Transcripts](https://help.salesforce.com/s/articleView?id=service.miaw_non_agent_permissions_1.htm&release=264.0.0&type=5)**  
    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.