Improve the experience for reps and messaging end users by exploring the latest enhancements and updates for Bring Your Own Channel for Messaging and Bring Your Own Channel for Contact Center as a Service (CCaaS).
- Improve Security in Bring Your Own Channel by Migrating to an External Client App
External client apps (ECAs) are the next generation of connected apps, designed to improve security and address packaging and distribution issues. While existing connected apps for Bring Your Own Channel integrations will continue to work, you won’t be able to create new connected apps without first requesting the ability from Salesforce Support starting with Spring ’26. This step is part of a Salesforce plan to eventually replace connected apps with ECAs. Consider migrating to an external client app for Bring Your Own Channel. - Maintain Service for Your Bring Your Own Channel Integration by Migrating Settings Fields
To improve the scalability of Bring Your Own Channel messaging services, we implemented changes to event-driven settings fields in the ConversationChannelDefinition and CustomMsgChannel objects. New fields are available in Winter ’26 (API version 65.0), and old fields are removed in Spring ’26 (API version 66.0). These are breaking changes. - Increase Rep Efficiency by Ending or Inactivating Messaging Sessions from Your Partner System
Use the End or Inactivate a Messaging Session API to quickly end or suspend a messaging session, regardless of whether the action is initiated by a messaging end user or your partner system. Reps receive a status notification when a session is ended or inactivated. This allows them to start After Conversation Work (ACW) if enabled and move on to the next session faster.