Service Assistant for Messaging Permissions

• Messaging Session Access (Required)
• Eligibility Flow Access (Required)
• Service Replies (Optional)
• Related Record Grounding (Optional)

Service Assistant for Messaging requires all permissions listed in the Mandatory Permissions section of Mandatory Permissions for Service Assistant. In addition, the permissions below are required to grant Service Assistant access to Messaging Sessions and to run the eligibility criteria flow.

Messaging Session Access (Required)

The Service Planner User accesses the Messaging Session object so that it can monitor the conversation and create service plans. To grant access, a custom permission set that provides app and object access to Messaging Sessions is required.

Service reps don't require the custom permission set. They need only the Service Planner User permission set.

Eligibility Flow Access (Required)

The Messaging Session eligibility flow doesn't run using the Service Planner User's Run Flows app permission. Both admins and service reps require direct access to the flow so that it runs when the Messaging Session record page opens.

To grant access, restrict the flow's default general access, and then create a custom permission set that you assign to both the admin and service reps. Alternatively, give your users the Run Flows permission, or restrict the flow's default general access and then assign the flow to the Standard User profile, if either option aligns with your company's security standards.

See Set Up Service Assistant for Messaging and Service Plan Eligibility Criteria.

Service Replies (Optional)

Reference Guide: Service Replies for Service Assistant | Setup Steps: Set Up Service Replies for Service Assistant (Optional).

Service Replies surfaces AI-generated suggested replies in the Service Assistant component during active messaging sessions. Service reps can post or edit a reply before sending it to the customer.

Service Replies in Service Assistant uses the same configuration and permissions as the generally available feature. Because Service Replies is a standalone capability of Service Assistant, access is based only on the Service Replies permissions. No Service Assistant-specific permissions are required.

If you ground Service Replies with a data library, the Data Cloud Architect permission set is also required for the admin. You can use the same data library that's assigned to your Service Assistant agent.

Related Record Grounding (Optional)

Reference Guide: Grounding Messaging Service Plans with Related Records (Optional) | Setup Steps: Set Up Related Record Grounding for Messaging (Optional).

As an optional grounding source for Service Assistant, you can ground Service Assistant on related records to provide more detailed and customer-specific service plans. We provide you a prompt template that you customize to specify the objects and fields and you want to ground on.

To ground in related records, the ServicePlanner User (agent user) and service reps must have read access to all fields and objects included in your prompt template. We recommend providing access through a custom Messaging Record Grounding Access permission set. Service Reps also need the Prompt Template user permission set.