---
schema_version: "1"
id: 1cd0b5797e2769a5d638dfb07865ca768a3fecea22bd878aeea20be24097acd7
title: Service Assistant for Messaging Permissions
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_permissions_messaging.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4a6b7e2dc2ee90b9c175ac71e4b89af36748f15f695d862f0391e80a0cc6dc67
description: Review the permissions required to access and use features specific to Service Assistant for Messaging.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Service Assistant for Messaging Permissions

Review the permissions required to access and use features specific to Service Assistant for Messaging.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

- [Messaging Session Access (Required)](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&release=264.0.0&type=5)
- [Eligibility Flow Access (Required)](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&release=264.0.0&type=5)
- [Service Replies (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&release=264.0.0&type=5)
- [Related Record Grounding (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&release=264.0.0&type=5)

Service Assistant for Messaging requires all permissions listed in the Mandatory Permissions section of [Mandatory Permissions for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&type=5&language=en_US). 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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:19.04761904761905%">
          <col style="width:14.285714285714288%">
          <col style="width:28.571428571428577%">
          <col style="width:38.0952380952381%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e107">Persona</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e110">User License</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e113">Standard Permissions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e116">Custom Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e107 ">Service Assistant Admin</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e110 ">Salesforce</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e113 ">Service Planner Builder</td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e116 ">None</td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e107 ">Service Rep</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e110 ">Salesforce</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e113 ">Service Planner User</td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e116 ">None</td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e107 ">Service Planner User</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e110 ">Einstein Agent</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e113 ">
              <ul>
                <li>Service Planner Agent User</li>

                <li>Agentforce_Service_Assistant Permissions</li>

                <li>Data 360 User permission set</li>

              </ul>
            </td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e116 ">
              <p>Recommended custom permission set name: Agent Messaging Access</p>
              <p>Required permissions:</p>
              <ul>
                <li>App permission: Access Conversation Entries</li>

                <li>Messaging Sessions object permission: Read, View All Fields</li>

              </ul>
            </td>

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

## 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](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_security.htm&type=5&language=en_US), 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](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&type=5&language=en_US) and [Service Plan Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US).

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:19.04761904761905%">
          <col style="width:14.285714285714288%">
          <col style="width:28.571428571428577%">
          <col style="width:38.0952380952381%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e242">Persona</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e245">User License</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e248">Standard Permissions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e251">Custom Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e242 ">Service Assistant Admin</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e245 ">Salesforce</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e248 ">Service Planner Builder</td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e251 ">
              <p>Custom permission set: Messaging Eligibility Flow Access</p>
              <p style="margin-bottom:0;">This custom permission set enables flow access on your eligibility flow. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&amp;release=264.0.0&amp;type=5" title="Complete the required setup steps for Service Assistant for Messaging.">Set Up Service Assistant for Messaging</a>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e242 ">Service Rep</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e245 ">Salesforce</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e248 ">Service Planner User</td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e251 ">
              <p>Custom permission set: Messaging Eligibility Flow Access</p>
              <p style="margin-bottom:0;">This custom permission set enables flow access on your eligibility flow. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&amp;release=264.0.0&amp;type=5" title="Complete the required setup steps for Service Assistant for Messaging.">Set Up Service Assistant for Messaging</a>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e242 ">Service Planner User</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e245 ">Einstein Agent</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e248 ">
              <ul>
                <li>Service Planner Agent User</li>

                <li>Agentforce_Service_Assistant Permissions</li>

                <li>Data 360 User permission set</li>

              </ul>
            </td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e251 ">None. The agent user has access to the flow through Run Flows permission provided with
              the Einstein Agent user license. </td>

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

## Service Replies (Optional)

Reference Guide: [Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&release=264.0.0&type=5 "Service Replies gives service reps AI-suggested replies directly in the Service Assistant component during a messaging session.") | Setup Steps: [Set Up Service Replies for Service Assistant (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_sr_setup.htm&release=264.0.0&type=5 "Turn on Service Replies for Service Assistant for Messaging to have Service Replies populate directly in the Service Assistant component alongside the service plan steps.").

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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:26.666666666666668%">
          <col style="width:20%">
          <col style="width:53.333333333333336%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e393">User</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e396">User License</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e399">Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e393 ">Service Assistant Admin</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e396 ">Salesforce</td>

            <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e399 ">
              <ul>
                <li>Service Replies User</li>

                <li>Prompt Template Manager</li>

                <li>Data Cloud Architect</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e393 ">Service Rep</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e396 ">Salesforce</td>

            <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e399 ">
              <ul>
                <li>Service Replies User</li>

                <li>Prompt Template User</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e393 ">Service Planner User (the agent user)</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e396 ">Einstein Agent</td>

            <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e399 ">None</td>

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

## Related Record Grounding (Optional)

Reference Guide: [Grounding Messaging Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_msg.htm&release=264.0.0&type=5 "Learn how to use related records as a grounding source for Service Assistant for Messaging to create more contextual and detailed plan steps.") | Setup Steps: [Set Up Related Record Grounding for Messaging (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_msg.htm&release=264.0.0&type=5 "Ground messaging service plans in related records using a prompt template.").

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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:19.04761904761905%">
          <col style="width:14.285714285714288%">
          <col style="width:28.571428571428577%">
          <col style="width:38.0952380952381%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e511">Persona</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e514">User License</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e517">Standard Permissions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e520">Custom Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e511 ">Service Assistant Admin</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e514 ">Salesforce</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e517 ">
              <ul>
                <li>Service Planner Builder permission set</li>

                <li>Prompt Template Manager</li>

              </ul>
              <p style="margin-bottom:0;">Service Planner Builder permission set</p>
            </td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e520 ">None</td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e511 ">Service Rep</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e514 ">Salesforce</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e517 ">
              <ul>
                <li>Service Planner User permission set</li>

                <li>Prompt Template User Permission set</li>

              </ul>
              <p style="margin-bottom:0;">t</p>
            </td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e520 ">Messaging Record Grounding custom permission set</td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e511 ">Service Planner User</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e514 ">Einstein Agent</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e517 ">
              <ul>
                <li>Service Planner Agent User</li>

                <li>Agentforce_Service_Assistant Permissions</li>

                <li>Data 360 User permission set</li>

              </ul>
            </td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e520 ">Messaging Record Grounding custom permission set</td>

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