I’m currently configuring a ServiceAgent to handle customer interactions via chat and WhatsApp. As part of the setup, I need to update specific fields on the MessagingSession object, which stores the chat session's context and conversation details. However, I’ve encountered an issue where I cannot grant Edit permissions to the ServiceAgent (even through a new custom Permission Set) because Salesforce throws the error:
"The user license doesn't allow the permission: Edit Messaging Sessions."
Editing attributes in MessagingSession is critical for the correct functioning of the ServiceAgent. Without this, I’m unable to update key session-related data.
Has anyone else faced this limitation? If so, how did you work around it? Are there alternative approaches or configurations that could help in this scenario?
Any insights would be greatly appreciated!
Thanks in advance!
PS: in SDO org we don't have this problem and we are able to assign Edit permission on MessagingSession object through a new PSet)
#Agentforce
I found a workaround! By configuring a Flow with the option 'System Context Without Sharing – Access All Data' and adding it as an Action within Agent Builder, the ServiceAgent is able to update MessagingSession records. This setting bypasses the ServiceAgent's own permissions, allowing the update to be executed successfully.
