---
schema_version: "1"
id: b71c1a669946a20216cd9cedafba632bbc7844d6e06ca0458d4fef0bd47fca78
title: Add Messaging to a Partner Telephony Contact Center
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/byoc_ccaas_add_messaging_to_voice_contact_center.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_add_messaging_to_voice_contact_center.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ba8a883922b63e81297697bed8bc011e53772eb74288004ef706a2e6b62a184e
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Add Messaging to a Partner Telephony Contact Center

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.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="byoc_ccaas_add_messaging_to_voice_contact_center__d841e2188"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="byoc_ccaas_add_messaging_to_voice_contact_center__d841e2188" 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/checkmark.png" alt="Checkmark"></span>
              <strong>This article applies to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for CCaaS</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <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/crossmark.png" alt="X icon"></span>
              <strong>This article doesn’t apply to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
              WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple
              Messages for Business, Enhanced LINE, and Bring Your Own Channel for Messaging</td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d136218e93">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d136218e93 ">To view the Partner Contact Centers page:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d136218e93 ">Customize Application AND Manage Call Centers</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d136218e93 ">To manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d136218e93 ">Salesforce Voice Contact Center Admin (Partner Telephony)</td>

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

![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.

## Add Messaging to a Partner Telephony Contact Center

Before you begin, install a managed package from a CCaaS provider to support Bring Your Own Channel for CCaaS and Salesforce Voice. To turn on Messaging in a partner telephony contact center that already has Salesforce Voice support, you must have a Service Cloud Voice Partner Telephony license with a Digital Engagement add-on license.

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

Tip If you want to add Salesforce Voice to a partner contact center instead of the other way around, see [Add a Voice Channel to a Partner Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_add_voice_to_messaging_contact_center.htm&language=en_US).

1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**.
2. Click **New Channel**.
3. Select the Conversation Channel Definition tile that represents the managed package that you installed, and click **Next**.
4. Choose to use an existing contact center, and select the Partner Telephony Contact Center you want to add the Messaging channel to.
5. Give your Messaging channel a name.
6. Click anywhere to populate the API Name field, and save your changes.
7. If required for your Messaging channel, turn on **Event-Driven Settings**. These options appear if your Messaging partner supports them in the Conversation Channel Definition. Usage counts towards your high volume platform event allocation. See [Considerations and Limitations for Bring Your Own Channel and Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.partner_messaging_consideration_and_limitations.htm&release=264.0.0&type=5 "Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for Messaging.") for more information.
    1. To show messaging end users an indicator when a rep is typing, select **Show agent typing indicator**.
    2. To send end users acknowledgments when their inbound messages are read or delivered, select **Show messaging users read and delivered receipts**.
    3. To show end users loading text and progress animations while an Agentforce Service agent is processing, select **Show Agentforce agent progress indicator**.
8. If supported by your CCaaS partner, set up routing for this Messaging channel. Check with your CCaaS partner for their recommendation based on how their integration works. Routing information passed by your CCaaS partner through an Interaction Service API call takes precedence over your Messaging channel Omni-Channel Routing setting, if both are set.
    1. Under Omni-Channel Routing, click **Edit**.
    2. To route messages with an Omni-Channel flow, select **Omni-Channel Flow** in the Routing Type field, and then enter the names of the Omni-Channel flow and fallback queue that you created previously.
    3. To route messages to a queue, select **Queue** in the Routing Type field, and then enter the name of the queue that you created previously.
9. Save your changes.
10. Click **Activate**.

## Add Chat to an Amazon Partner Telephony Contact Center

Before you begin, set up Salesforce Voice with Partner Telephony from Amazon Connect. To turn on chat or messaging in an Amazon contact center that already has Salesforce Voice with Partner Telephony from Amazon Connect, you must have a Salesforce Voice Partner Telephony license with a Digital Engagement add-on license. Amazon Connect Chat and Messaging isn’t supported for Salesforce Voice with Amazon Connect.

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

Tip If Amazon is your Contact Center as a Service (CCaaS) provider, set up Service Cloud Voice first and then add Amazon Connect Chat and Messaging. Installing chat without Salesforce Voice isn’t supported.

1. From Setup, in the Quick Find box, enter Partner Telephony Setup, and then select **Partner Telephony Setup**.
2. To install the Salesforce Contact Center with Amazon Connect managed package, go to Set Up More Amazon Connect Features, and click **Install**.
3. After installation completes, click **Configure** to launch Salesforce Contact Center with Amazon Connect.
4. Follow the steps in the [Amazon Setup and Installation Guide: Salesforce Contact Center with Amazon Connect](https://amazon-connect.github.io/amazon-connect-sccac-docs/) for the Salesforce Contact Center with Amazon Connect general setup guided flow and Amazon Connect Chat and Messaging configuration.

#### See Also

- [Salesforce Contact Center with Amazon Connect Limitations and Considerations](https://help.salesforce.com/s/articleView?id=service.voice_scc_limitations.htm&language=en_US)
- [Salesforce Contact Center with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_scc_overview.htm&language=en_US)
- [_Amazon Setup and Installation Guide:_ Salesforce Contact Center with Amazon Connect](https://amazon-connect.github.io/amazon-connect-sccac-docs/)