How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' role

Summary: How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' role

Content (please ensure you mask any confidential information): I have assigned following roles to a user:

Next Gen HR Help Desk User

Employee

I want to give access to this user with these two roles to view and reply to the conversation message sent to this user through "Start an internal Conversation' action on HR Help Desk request.

I created a custom 'Next Gen HR Help Desk User' and added the "Conversation Message Management" role and also added privilege "View Conversation Message" under 'Functional security policy' to the custom role. After adding this role to the user, the user is able to see the bell notification of the message but not able to click or view the message (No Hyperlink). The user is also able to see the 'My Messages and 'My new Messages' tiles under quick actions, but the message is not visible under any of the tile.