---
schema_version: "1"
id: 41097db626484cf5d50fb9fe3faa52d43fdca470170ba66e31f4e0922eb69638
title: Grounding with Messaging Session Record Data
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_record_data_msg.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_record_data_msg.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 34bd99db996288a5f06b90c39a1141fd9c0d827a08b6e576ba4461160027029d
description: Learn how Service Assistant grounds in the Messaging Session transcript to create service plans.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Grounding with Messaging Session Record Data

Learn how Service Assistant grounds in the Messaging Session transcript to create service plans.

### Required Editions

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          <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>

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            <a name="sp_record_data_msg__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_record_data_msg__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to:
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          <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Messaging</td>

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            <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_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to:
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          <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case and Voice</td>

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For a messaging session, Service Assistant grounds in the conversation transcript throughout the entire life cycle of the session. The transcript provides the specific data that describes the customer's issue and current status. Service Assistant uses this data to build the service plan. After the issue is identified, Service Assistant assigns a subagent to the record and then references your grounding sources, such as knowledge articles, to create plan steps. Grounding in the conversation transcript is turned on by default when you set up and turn on Service Assistant for Messaging.

## Record Processing Initiation

Record monitoring begins after the service rep accepts the session and the session meets your eligibility criteria. Service Assistant then reviews the chat to identify the customer's intent and issue. The transcript must contain enough context for Service Assistant to identify the issue. Customers usually state the issue in the first few messages, but it can take five or more messages to reach the context threshold. What counts as enough context depends on the clarity of the messages in the chat. Vague or conflicting messages, or messages split into multiple parts, can delay the start of a plan. Service Assistant doesn't show a status indicator while it monitors the chat, so the component stays blank until it identifies the issue and generates the plan summary.

Along with the context requirements, meet these requirements before a service plan starts.

- Salesforce admins and service reps require direct access to your eligibility criteria flow. Because the flow doesn't run on the ServicePlanner User's Run Flows app permission, grant access through a custom permission set. See [Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US) and [Set Up Service Assistant for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&type=5&language=en_US).
- The ServicePlanner User requires app and object permissions for the Messaging Session object. See [Service Assistant for Messaging Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&type=5&language=en_US).

## Record Processing and Updates

Grounding in a messaging session is an active, fluid process. As the conversation unfolds, Service Assistant monitors each new message and continuously adapts the plan, so the steps always reflect where the conversation stands. For each step, Service Assistant runs a real-time search of all your grounding sources. As soon as the context shifts, Service Assistant adjusts the plan and creates a new step to match. Because a messaging plan is dynamic, each new message feeds the next step, so there's no separate redraft action.

By default, Service Assistant for Messaging grounds on the transcript and standard sources, such as subagents and knowledge articles. To add data from related records, such as the related Account or Case, choose one of these options.

- **Related record grounding:** Turn on Include Context from Related Records on the Messaging tab of the Service Assistant Setup page. A configurable prompt template pulls field data from related records into the service plan. Service Assistant captures updates to the grounding fields or the prompt template and uses them to ground the next plan step. It doesn't regenerate the current step. Related record grounding is supported only in dynamic plans. See [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.") and [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.").
- **Agent action:** Build an agent action that takes currentRecordId as input and queries the fields you need. For messaging sessions, use EndUserContactId to get the associated Contact for customers already in your CRM, or MessagingEndUserId for customers identified through a messaging channel. This action returns the relevant fields for Service Assistant to produce more context-based plan steps.

## Considerations

- Service Assistant is active only when the messaging session record is owned by a human user. If a bot or queue owns the record, Service Assistant doesn't process the record or generate a plan.
- Service Assistant references only text in the current session's transcript. It doesn't process file uploads, images, or choice responses, and it ignores previous sessions linked to the same conversation record.
- Service Assistant can reference the messaging chat only from the Messaging Session record page. Service Assistant can't access the transcript when it's installed on other record pages, such as Case or Account.
- Service Assistant also supports context variables for passing record data to your actions. See [Set Up Context Variables](https://help.salesforce.com/s/articleView?id=service.sp_setup_cv.htm&type=5&language=en_US).