--- schema_version: "1" id: 3c342b277fc43ced7d821a1e440699dce35f2b2003c97677d89af503c3f32173 title: Compare the Capabilities of Bring Your Own Channel for Messaging to 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_compare_capabilities.md canonical_url: https://help.salesforce.com/s/articleView?id=service.byoc_compare_capabilities.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 766e1097852d132e44bbf3709ac535597ccebf74d48476e9e7ee1ff8e76a2089 description: 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. products: - Service Cloud - Digital Engagement release: "264" --- # 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.
Checkmark This article applies to: Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS
X icon This article doesn’t apply to: 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
![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 Messaging is now Partner Messaging, and Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS in Salesforce applications and documentation.
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