A Channel Integration Framework (CIF) provider configuration entry needs to be created for each service being used (Chat and/or Messaging).
If the Chat and Messaging agents are using the same Dynamics app, then the best way to define which service agents use is to provide a custom Role for each service that is added to the Roles for the Channel CIF configuration.
By default, all Live Assist agents have the LiveAssistAgent role assigned to them when they are enabled via the Live Assist Admin Portal, and this has associated permissions needed for the Live Assist agent to operate properly. We recommend using this Role when targeting only Chat or only Messaging services.
However, to target both services in the same organization, use custom Roles in the CIF configuration. For instance, create a LiveAssistMessagingAgent role for messaging agents and a LiveAssistChatAgent role for chat agents. These roles don't need any permissions and can be assigned to agents in bulk using Dynamics tools.
If you have an existing set of chat agents with established CIF configuration and want to move some over to Messaging, then use a second CIF configuration for Messaging as described in the messaging configuration guide. However, instead of targeting the LiveAssistAgent role in the CIF configuration, target a new LiveAssistMessagingAgent role.
Note: If agents are using Unified Service Desk please refer to USD Support Role-Based Widget Loading instead.