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.
Required Editions
| View supported editions. | |
This article applies to:
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Bring Your Own Channel for CCaaS |
This article doesn’t apply to:
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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 |
Many contact centers struggle with disconnected channels and customer data. Partner Contact Center Messaging lets you integrate a full contact center from an external provider into Salesforce, including the ability to manage Messaging and Voice together. You benefit in these ways.
- Process routing, service rep status, and rep capacity through a CCaaS partner’s system and sync information to Salesforce from the partner.
- Map service rep IDs from one system to another, and keep systems in sync.
- Run third-party bots from CCaaS partners and partner AI inside of the Service Console, together with Agentforce.
- Service reps remain firmly rooted within the Omni-Channel Console, even if your CCaaS partner system processes routing.
- Service reps transfer users between messaging conversations and voice calls within the same contact center, as needed.
- Supervisors get a comprehensive view of service rep metrics and embedded coaching and training solutions with Command Center for Service. This view aggregates data from all channels, including external channels that are connected with an API.
- Customer data is unified across all channels in Data 360.
Setup Overview
To set up Partner Contact Center Messaging, download a managed package from AppExchange. If required by your CCaaS partner, create a connected app to integrate with Salesforce and the partner system. Create an Omni-Channel Flow for routing and then add a Messaging channel. As part of the setup flow, create a partner contact center or add your Messaging channel to a preexisting partner telephony contact center.
- 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. - 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. - Create a Bring Your Own Channel for CCaaS Messaging Channel
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. - Manage External Routing Queues for a Partner Contact Center
Although you can define routing logic using Salesforce queues, if you’re using external routing for your contact center, the partner system uses its own queues to process routing. To route messages and voice calls to a contact center queue, map a Salesforce queue to a partner queue. Messages and calls assigned to an unmapped queue aren’t routed at run time. The way you manage and map an externally routed queue for a contact center depends on whether your CCaaS vendor supports Queue Management for their integration. - 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. - Set Up an Agentforce Service Agent for Bring Your Own Channel
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. - Route Data to Objects in Bring Your Own Channel for CCaaS
Optionally, use parameters, parameter mappings, and flows to route customer data to Salesforce objects for 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.