Agent permissions for Digital and AI for Salesforce Service Cloud

Assign the following permissions for the agents to use during chat and email interactions:

• Conversation > Communication > Blindtransfer
• Conversation > Message > Create
• Conversation > Message > View
• Conversation > Participant > Wrapup
• Conversation > Webmessaging > Create
• Conversation > Webmessaging > View
• Directory > User > View
• Externalcontacts > Contact > View
• Messaging > Supported Content > View
• Routing > Queue > Search

To use canned responses, assign these permissions additionally:

• Responses > Library > View
• Responses > Response > View