Giving agents access to messaging channels

What's my plan?

All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support with | Live chat and messaging Team, Professional, or Enterprise

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

In Admin Center, click People in the sidebar, then select Team > Team members.

On the Team members page, scroll through the list or use the search option to find the user you want to grant access to, then click to open their profile.

Click the Roles and access tab.

Beside Chat, click the Access checkbox.

Use the Role dropdown beside Chat to select Agent.

Click Save.