Plan requirement
| Subscription | Any plan |
| Access | Admin |
Agents need explicit access to messaging channels, and being available for messaging is separate from being available at all.
Give access
- Open Admin Center, then People.
- Check the agent's role allows messaging.
- Make sure they are in a group that receives messaging conversations.
- Confirm a capacity rule covers them for the messaging channel.
All three are needed. An agent with the role but no capacity rule, or in the wrong group, receives nothing and looks available.
Statuses are per channel
The part that surprises teams moving from email. An agent can be available for email and unavailable for messaging at the same time, deliberately, so someone working through a backlog is not interrupted.
It also means an agent who thinks they are available may not be, for the channel that matters.
Tell agents what changes
Messaging is different work from email. Conversations arrive while you are in one, they expect a faster rhythm, and several run at once.
Agents who have only done email need to know that, and they need a capacity number that reflects it. Two live conversations is not the same as ten emails.
Start with a few
Give messaging to two or three agents first. They learn the rhythm, they tell you what the configuration gets wrong, and they teach the rest.
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