Giving agents access to messaging channels

What's my plan?

Web and mobile messaging is available to all Suite customers and customers with Support and Chat. Social messaging is available to all Suite customers, but customers with Support and Chat must also have the Social Messaging add-on.

After you've set up web or mobile messaging or added a social messaging channel, you need to enable access for each agent who will participate in messaging conversations. To do so, you assign each agent a Chat Agent role.

To give an agent access to messaging

1. In Admin Center, click People in the sidebar, then select Team > Team members.
2. On the People page, locate the team member on the page or use the search to find the team member.
3. Click the user you want to grant access to Messaging to open their profile.

   Currently, you can manage access for only one user at a time.

4. Beside Chat, click the Access checkbox to enable it.
5. From the Role dropdown beside Chat, select Agent.

   

6. When you are finished, click Save.