---
schema_version: "1"
id: c3818bfb666600ca0f269948a22333938a89433395f6ee7c56fbf4c04e3ebcc6
title: Prepare Your Service Reps to Use 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_users.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_prepare_users.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8e024b7449cd511ef270264e948ae589ff39d5125c2c93c4637bea470f1b6eed
description: Give service reps the Service Cloud User license and prepare the service console for Bring Your Own Channel for CCaaS.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Prepare Your Service Reps to Use Bring Your Own Channel for CCaaS

Give service reps the Service Cloud User license and prepare the service console for Bring Your Own Channel for CCaaS.

### 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_users__d851e2188"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="byoc_ccaas_prepare_users__d851e2188" 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="d62098e95">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62098e95 ">To edit users:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62098e95 ">Manage Internal Users</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62098e95 ">To assign permission sets:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62098e95 ">Assign Permission Sets</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.

1. Assign licenses to your Bring Your Own Channel for CCaaS service reps.
    - For Messaging, add the Digital Engagement add-on license with Partner Messaging or the Agentforce Contact Center Digital add-on license with Partner Messaging.
    - If using Voice in your contact center, add the Salesforce Voice Partner Telephony add-on license.
2. Clone the Contact Center Bring Your Own Channel User permission set and assign the resulting custom permission set to your Bring Your Own Channel for CCaaS service reps.
3. If using Voice in your contact center, assign the Salesforce Voice Contact Center Rep (Partner Telephony) permission set to your service reps as well.
4. Give your SCRT2 Integration User Read and Create access to the custom platform event for your Bring Your Own Channel messaging channel.
    1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**.
    2. Click **SCRT2 Integration User**.
    3. Click **Object Settings**.
    4. Click the name of the custom platform event you just created.
    5. Click **Edit**, and select the **Read** and **Create** checkboxes.
    6. Click **Save**.
5. [Create presence statuses](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&type=5&language=en_US) for messaging.
6. [Give your service reps access to presence statuses](https://help.salesforce.com/s/articleView?id=service.service_presence_give_access_to_statuses_through_permission_sets.htm&type=5&language=en_US).