What permissions do agents need to reply from Mediabriz?

Inline reply uses the agent's Genesys Cloud permissions.
For messaging, there is no separate Mediabriz setting, administrator policy or organization switch to enable it.
Email reply is the exception: it is available when Mediabriz enables it for your organization. Contact Mediabriz to ask about enabling it.

For agent instructions, see How do I reply to a customer from Mediabriz?

Check the agent's permissions

The agent's Genesys Cloud role needs:

• conversation:message:create for messaging replies.
• conversation:webmessaging:create as well for web messaging.
• conversation:email:send for email replies, when email reply is enabled for your organization.

These are the same user permissions used to send messages in the Genesys Cloud conversation window. Agents who already answer those conversations there normally have them.

Important: withholding these permissions also affects replying in Genesys Cloud. They are not a control that disables only Mediabriz Inline reply.

If Reply is missing

1. Confirm the agent has accepted and is connected to a messaging or email conversation on their Live Conversations list. Email is eligible only when email reply is enabled for your organization. Ended, transferred, parked, after-call work, monitored and coached conversations are not eligible.
2. Check the channel's reply window. WhatsApp allows 24 hours after the customer's last message; Messenger and Instagram allow 7 days. Mediabriz hides Reply about 10 minutes before the window closes.
3. Check the role permissions above. If Genesys returns a permission refusal (403), Mediabriz hides Reply across conversations in both the preview card and message history for that browser session.
   On email, Reply is hidden only when Genesys reports a missing permission, and only on email conversations until the agent signs in again. Messaging reply is not affected. If Genesys refuses one email reply for another reason, that send fails with "Use the conversation window to reply."
4. After resolving access, have the agent sign in to Mediabriz again and retry on an eligible conversation.

Note: 
- Message history opened from Search, Recent, Follow-ups, Customer history or the Feed has no Reply field.
- Translation and the emoji row need no additional Genesys permission or Mediabriz setting.

Privacy and data flow

Replies travel directly from the agent's browser to Genesys Cloud using the agent's session. Mediabriz servers do not receive reply text. Usage reporting records only opened, sent, failed or limit-reached events, channel type and the reply location, with no message text or conversation ID.

Translation uses the browser's built-in on-device translator. Text is not sent to Mediabriz or Genesys Cloud for translation, no translation usage event is recorded and translation is not billed. The browser downloads a language model on first use; subsequent translations for that language pair work offline.