Compare the Capabilities of Bring Your Own Channel for Messaging to Bring Your Own Channel for CCaaS
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.
Required Editions
Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS messaging channels are built on our conversation platform. The conversation platform also houses Salesforce Voice, Enhanced Chat, and all other enhanced Messaging channels, such as WhatsApp.
This shared platform has several benefits. When we roll out a new feature, it’s often shared across all channels on the conversation platform. Service reps get a consistent experience, regardless of channel. Plus, these channels are designed to scale beyond the customer support use case.
Because the Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS messaging channels depend on Messaging and CCaaS partner integrations, feature support varies based on partner implementation.
| View supported editions. | |
This article applies to:
|
Bring Your Own Channel for Messaging and 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, and Enhanced LINE channels |
| Capability | Bring Your Own Channel for Messaging | Bring Your Own Channel for CCaaS |
|---|---|---|
| Setup and Routing | ||
| Automated channel setup | Yes | Yes |
| Upgrade from standard channels | N/A | N/A |
| Omni-Channel Flow routing | Yes | Yes |
| Queue-based routing | Yes | Yes |
| Enhanced routing | Yes | Yes |
| Service rep and queue syncing between Salesforce and partner | No | Yes |
| Partner-owned consent | No | Yes |
| Tab-based capacity | Yes | Yes |
| Status-based capacity | Yes | Yes |
| Available with Agentforce Sales (formerly Sales Cloud) | Yes | Yes |
| Messaging Session Start and End | ||
| Customer can start session | Yes | Yes |
| Service rep can start session | Yes | Yes |
| Automated outbound messages | No | No |
| Broadcast (one-to-many) messaging | N/A | N/A |
| Service rep can end session | Yes | Yes |
| Service rep can mark session inactive | Yes | Yes |
| Customer can end session | N/A | N/A |
| Customer Experience | ||
| Typing indicator: customer side | Yes | Yes |
| Typing indicator: service rep side | Yes | Yes |
| Read receipts: customer side | Yes | Yes |
| Read receipts: service rep side | Yes | Yes |
| Delivered receipts: customer side | Yes | Yes |
| Delivered receipts: service rep side | Yes | Yes |
| Estimated wait time for customers | No | No |
| Desktop application support | N/A | N/A |
| Window branding and customization | Yes (API only) | Yes (API only) |
| Hide messaging option outside of business hours | No | No |
| Let customers download transcripts | N/A | N/A |
| Service Rep Experience | ||
| Einstein recommended replies | Yes | Yes |
| Rep-to-rep transfer | Yes | Yes |
| Rep-to-flow transfer | Yes | Yes |
| Rep-to-queue transfer | Yes | Yes |
| Flag raise | Yes | Yes |
| Supervisor whisper to service reps | Yes | Yes |
| View Conversation transcripts | Yes | Yes |
| After-conversation work timer | Yes | Yes |
| AI agent integration | Yes | Yes |
| Einstein Bots integration | Yes | Yes |
| Conversation history for third-party bots | No | Yes |
| Conversation Catch-Up | Yes | Yes |
| Channel-object linking | Yes | Yes |
| Individual-object linking | Yes | Yes |
| Channel menu | No | No |
| Content Sharing | ||
| Emojis: customer to service rep | Yes | Yes |
| Emojis: service rep to customer | Yes | Yes |
| GIFs: customer to service rep | Yes | Yes |
| GIFs: service rep to customer | No | No |
| File sharing: customer to service rep | Yes | Yes |
| File sharing: service rep to customer | Yes | Yes |
| Video messages | Yes | Yes |
| Audio messages | Yes | Yes |
| Audio message recorder with playback | Yes | Yes |
| Enhanced link messaging components | Yes | Yes |
| Question with options messaging components | Yes | Yes |
| Time selector messaging components | Yes | Yes |
| Auto-response messaging components | Yes | Yes |
| Form messaging components | Yes | Yes |
| Notification messaging components | Yes (no automation support; manual sending only) | Yes (no automation support; manual sending only) |
| Payment messaging components | No | No |
| Authentication messaging components | No | No |
| Custom messaging components | Yes | Yes |
| Link previews | Yes (Send a rich link without an enhanced link messaging component.) | Yes (Send a rich link without an enhanced link messaging component.) |
| Rich text markdown | Yes | Yes |
| Right-to-left languages | Yes | Yes |
| Automated Responses | ||
| Conversation acknowledgment | Yes | Yes |
| Service rep accept | Yes | Yes |
| Inactive conversation | Yes | Yes |
| End session | Yes | Yes |
| Security and Consent Management | ||
| Sensitive data rules | Yes | Yes |
| Encryption at rest | Yes | Yes |
| Channel consent type: Implicit opt-in | Yes | Yes |
| Channel consent type: Explicit opt-in | Yes | Yes |
| Channel consent type: Double opt-in | Yes | Yes |
| Customers can opt out | Yes | Yes |