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Setup Agent Typing Indicators and Message Receipts

SCC-AC supports enhanced messaging capabilities that improve the customer experience by providing real-time communication feedback. Follow the steps below to enable agent typing indicators and message receipts for your messaging channels.

Enabling Agent Typing Indicators and Message Receipts​

  1. From Setup, enter "Messaging Settings" in the Quick Find box.
  2. Select Messaging Settings from the results.
  3. Locate and click on the messaging channel that was created during your SCCAC setup.
  4. In the messaging channel details page, locate the Event-Driven Settings section.
  5. Choose Edit.
  6. For Agent Typing Indicators:
    1. Check the box next to Show agent typing indicator.
  7. For Message Receipts:
    1. Check the box next to Show messaging users read and delivered receipts.
  8. Choose Save to apply the new settings.
  9. Note: If you are using a profile which is less privileged than the Salesforce provided "Standard User" profile, ensure the API Enabled permission is enabled in the agent user's profile or permission set. Go to Setup, search for Profiles or Permission Sets, select the one assigned to your agents, go to System Permissions, and enable API Enabled.