Agents are unable to use messaging Start Conversation button
Last updated 8 days ago ·Reference W-6915140 ·Reported By 7 users
Agents are unable to Start Conversation. This is affecting agents without View Setup and Configuration permissions.
1. Enable Messaging, create a channel
2. Assign an agent to a messaging queue, Ensure the agent has messaging permissions; Agent Initiated Outbound Messaging permission, service cloud user, messaging
permission set. Make sure the agent does not have View Setup and Configuration.
3. Login as the test agent, navigate to a messaging user record, and try to start conversation
Notice error "Failed to create messaging session"
At this time, View Setup and Configuration is required to utilize the Start Conversation button per the setup documentation:
We are working to remove this requirement in a future release.
Is it Fixed?
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