---
schema_version: "1"
id: f530e31bd988db80fecba1bd488676e3a027466ce9e2a93d25819b04674d2742
title: Prepare Your Salesforce Org for Bring Your Own Channel for CCaaS
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/byoc_ccaas_prepare_org.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_prepare_org.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ad86581cd26ba05266a859882b0da3c3028cab71b835e56457df56ff5e0ed253
description: Before you set up Bring Your Own Channel for CCaaS, enable Omni-Channel, create a flow, and customize the service console.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Prepare Your Salesforce Org for Bring Your Own Channel for CCaaS

Before you set up Bring Your Own Channel for CCaaS, enable Omni-Channel, create a flow, and customize the service console.

### 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_prepare_org__d526e2188"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="byoc_ccaas_prepare_org__d526e2188" 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>
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        <thead class="slds-text-title_caps ">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d113160e93">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113160e93 ">To set up Omni-Channel and create and save Lightning pages in the Lightning App
              Builder:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113160e93 ">Customize Application</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113160e93 ">To create or change queues:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113160e93 ">Customize Application AND Manage Public List Views</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113160e93 ">To open, edit, or create a flow in Flow Builder:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113160e93 ">Manage Flow</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.

## Set Up Omni-Channel

1. [Enable Omni Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5&language=en_US).
2. [Create a Service Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&type=5&language=en_US) for messaging.
3. [Create a queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) where you want to route incoming messaging sessions.
    1. Add Messaging Session as a supported object.
    2. If you plan to manage both Messaging and Voice through the same queue in your partner contact center add Voice Call as a supported object.
    3. If your CCaaS partner processes routing in their system, set the routing model of the queue’s routing configuration to `external routing`. If Salesforce manages routing, set the routing model to any other value.

## Create an Omni Flow

![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 If your CCaaS partner processes routing in their system instead of in Salesforce, you may not need to create a flow. Check with your CCaaS partner for their recommendation based on how their integration works.

1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**.
2. Click **New Flow**.
3. In the All + Templates tab, select **Omni-Channel Flow**.
4. From the Manager tab, create a new resource.
5. For the Resource Type, select **Variable**.
6. For the API Name, enter recordId. The API name is case-sensitive and must be recordId. The messaging channel uses this value to pass information into this Omni-Channel flow.
7. For the Data Type, select **text**.
8. Select **Available for input**, and then click **Done**.
9. From the Elements tab, select a **Route Work** action in your flow.
10. Name the new action. Use the recordId variable as the input value. Select **Messaging** for the Service Channel.
11. Specify Queue, Agent, Bot, or Skills as the Route To value.
    1. If you select Queue, use the queue ID for the queue where you want to direct the work.
    2. If you select Agent, enter the agent's (service rep's) name in the Agent ID field.
    3. If you select Skills, add the Skill Requirement List.
    4. If you select Bot, search for the bot name.
    5. If you select Agentforce Service Agent, search for the AI agent name.
12. Click **Done**.
13. Save and activate your flow.

## Prepare the Messaging Session Layout

1. From Setup, in the Quick Find box, enter Lightning App Builder, and then select **Lightning App Builder**.
2. To create a Lightning page, click **New**.
3. For the page type, select **Record Page**.
4. Name the page, and then select **Messaging Session** as the object.
5. On the next screen, select **CLONE SALESFORCE DEFAULT PAGE** and save your changes.
6. When you’re inside the app builder, add the Enhanced Conversation component to the page.
    
    ![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 In Bring Your Own Channel for CCaaS, CCaaS partners can dynamically enable or disable Messaging actions such as transfers and conferencing by using Interaction Service API. Lighting App Builder settings for the Enhanced Conversation Component that hide controls take precedence over any dynamically controlled Messaging actions.
7. Activate the page.

#### See Also

- [Bring Your Own Channel for CCaaS Developer Guide: Dynamically Control Messaging Actions](https://developer.salesforce.com/docs/service/messaging-byoc-ccaas/guide/control-messaging-actions.html)