Scale your service operations by integrating your preferred external third-party bots directly with Salesforce Enhanced Messaging channels. Bring Your Own Bot (BYOB) APIs in Interaction Service enable real-time conversations between a third-party bot and an end-user on the Service Cloud platform, ensuring a unified service experience for both end-user and service reps.
Where: This change applies to Enhanced Messaging channels a part of Agentforce Contact Center Digital SKU. View required editions.
Why: Bring Your Own Bot unifies disjointed service experiences and improves agent visibility during handoffs.
- Connect any custom bot to Agentforce Contact Center for immediate engagement.
- Give your reps full bot conversation context to eliminate repeat explanations.
- Unify routing logic across bots and human agents for seamless handoffs.
How: For more information on how to set up Bring Your Own Bot, see Bring Your Own Bot for Messaging guide.