Permissions for agents to use Salesforce Einstein’s Next Best Action

Assign the following permissions for the agents to use Salesforce Einstein’s Next Best Action 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
  • Routing > Queue > Search

To use canned responses, assign these permissions additionally:

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