---
schema_version: "1"
id: 31cfa6f20f8e86db734aba82ecec22f6d07a528640b77950b99a8e1a2c0f502a
title: Partner Contact Center Messaging
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/byoc_byoccaas_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.byoc_byoccaas_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 685697b7935b0d455f288fa9edae30ae4c5ba36b4d05a70afd8a8e472702c810
description: Connect messaging from an external contact center as a service (CCaaS) provider so that service reps can manage customer conversations in Salesforce with the option of unified partner-owned routing. Many contact centers struggle with disconnected channels and customer data. Partner Contact Center Messaging (formerly Bring Your Own Channel for CCaaS) lets you integrate a full contact center from an external provider into Salesforce, including the ability to manage Messaging, Voice, and other channels together.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Partner Contact Center Messaging

Connect messaging from an external contact center as a service (CCaaS) provider so that service reps can manage customer conversations in Salesforce with the option of unified partner-owned routing. Many contact centers struggle with disconnected channels and customer data. Partner Contact Center Messaging (formerly Bring Your Own Channel for CCaaS) lets you integrate a full contact center from an external provider into Salesforce, including the ability to manage Messaging, Voice, and other channels together.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for CCaaS in Salesforce applications and documentation.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start learning about Partner Contact Center Messaging"></span>
            </p>
            <p>
              <strong>Get Started</strong>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_setup.htm&amp;release=264.0.0&amp;type=5" title="Connect your preferred contact center vendor to Salesforce with Partner Contact Center Messaging (formerly Bring Your Own Channel for CCaaS). Set up a partner contact center with integrated messaging and voice capabilities, and take advantage of unified partner-owned routing. Add a Messaging channel to an existing partner telephony contact center, or create a messaging-only partner contact center. Use your favorite features from your preferred CCaaS provider while giving service reps and supervisors a consistent experience within Salesforce.">Set Up Partner Contact Center
                Messaging</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.miaw_glossary.htm&amp;type=5&amp;language=en_US" target="_blank">Messaging Glossary</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.pcc_messaging_considerations_limitations.htm&amp;release=264.0.0&amp;type=5" title="Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for CCaaS.">Considerations and Limitations for Partner Contact Center Messaging</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&amp;release=264.0.0&amp;type=5" title="Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.">Lifecycle of a Messaging Session</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_integrate_1.png" alt="Set up Partner Contact Center Messaging"></span>
            </p>
            <p>
              <strong>Enable Partner Contact Center Messaging</strong>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_prepare_users.htm&amp;release=264.0.0&amp;type=5" title="Give service reps the Service Cloud User license and prepare the service console for Bring Your Own Channel for CCaaS.">Prepare Your Service Reps</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_prepare_org.htm&amp;release=264.0.0&amp;type=5" title="Before you set up Bring Your Own Channel for CCaaS, enable Omni-Channel, create a flow, and customize the service console.">Prepare Your Salesforce Org</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_create_channel.htm&amp;release=264.0.0&amp;type=5" title="To create a Bring Your Own Channel for Contact Center as a Service (CCaaS) messaging channel as part of a contact center, follow the setup flow.">Create a Channel</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_add_messaging_to_voice_contact_center.htm&amp;release=264.0.0&amp;type=5" title="Add Messaging to a preexisting Voice contact center so that customers have multiple ways to reach reps. For a contact center with Salesforce Voice with Partner Telephony, add a Bring Your Own Channel for CCaaS Messaging channel. If you have a contact center with Service Cloud Voice with Partner Telephony from Amazon Connect, add Amazon Connect Chat and Messaging to the contact center by using Salesforce Contact Center with Amazon Connect.">Add Messaging to a Partner Telephony Contact Center</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.voice_add_voice_to_messaging_contact_center.htm&amp;type=5&amp;language=en_US" target="_blank">Add a Voice Channel to a Partner Contact
                Center</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_optimize_2.png" alt="Increase productivity"></span>
            </p>
            <p>
              <strong>Increase Productivity</strong>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_parameters.htm&amp;release=264.0.0&amp;type=5" title="Optionally, use parameters, parameter mappings, and flows to route customer data to Salesforce objects for Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS. This data gives service reps more context for who they’re messaging with. For example, create a Support Reason dropdown menu, and then route the customer’s input to the Messaging Session object.">Route Data to Objects in Bring Your Own Channel</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_parent.htm&amp;release=264.0.0&amp;type=5" title="Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more.">Interactive Messaging Components</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.messaging_byoc_ccaas_ai_agent.htm&amp;release=264.0.0&amp;type=5" title="When you install a managed package to set up Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS, your Messaging or CCaaS partner vendor may include a sample outbound flow for an AI agent. Create your own AI agent and set up an inbound flow to fit your use case, for example, to route an inbound message to the agent. If your managed package doesn’t include a sample outbound flow, you can still create one and associate it with your AI agent.">Set Up an Agentforce
                Service Agent for Bring Your Own Channel</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&amp;type=5&amp;language=en_US" target="_blank">Configure After Conversation Work Time</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_develop_1.png" alt="Develop"></span>
            </p>
            <p>
              <strong>Develop</strong>
            </p>
            <p>
              <a href="https://developer.salesforce.com/docs/service/messaging-byoc-ccaas/overview" target="_blank">Partner Contact Center Messaging Developer
                Guide</a>
            </p>
            <p>
              <a href="https://developer.salesforce.com/docs/service/messaging-byoc-ccaas/guide/add-messaging-to-voice.html" target="_blank">Update a Salesforce Voice with Partner Telephony
                Managed Package to Add Messaging</a>
            </p>
            <p>
              <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_dev_guide.htm" target="_blank">Salesforce Voice with Partner Telephony Developer
                Guide</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://developer.salesforce.com/docs/service/interaction-service-api/overview" target="_blank">Interaction Service API Developer Guide</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_learn_2.png" alt="Learn more"></span>
            </p>
            <p>
              <strong>Learn More</strong>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.messaging_pcc_compare_capabilities.htm&amp;release=264.0.0&amp;type=5" title="Explore the capabilities of Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS Messaging channels in Agentforce Service (formerly Service Cloud), and compare them side by side.">Compare the Capabilities of Partner Contact Center Messaging to Partner Messaging</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_audience_end_2.png" alt="Get support."></span>
            </p>
            <p>
              <strong>Get Support</strong>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.messaging_byoc_get_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Bring Your Own Channel for Contact Center as a Service (CCaaS) directly from the experts. If you need assistance, find out whether it’s best to contact Salesforce Support or your CCaaS provider.">Get Expert Support</a>
            </p>
          </td>

        </tr>
      </tbody>
    </table>