---
schema_version: "1"
id: 3d912abaa3c703ef7dd0c6106afddd8bbc9bfb1e0bb1fe40dc29104255df3cf7
title: Set Up an Agentforce Service Agent for Bring Your Own Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_byoc_ccaas_ai_agent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_byoc_ccaas_ai_agent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1d95c9dcd133cde97a94118972a6d92e1fe6bd84d2395e356bb101a7daba33b6
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# 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.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
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            <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>
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            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="messaging_byoc_ccaas_ai_agent__d734e2132"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_byoc_ccaas_ai_agent__d734e2132" 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 Messaging and 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, and Enhanced LINE channels</td>

          </tr>
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      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d129329e98">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d129329e98 ">To enable agents in Salesforce:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d129329e98 ">Manage AI Agents OR Customize Application </td>

          </tr>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d129329e98 ">To build and manage Service Agents:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d129329e98 ">Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application
            </td>

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        </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 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.

1. Follow steps to [Set up a Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_setup.htm&language=en_US).
2. Follow the steps in the "Create an Omni Flow" section of the [Prepare Your Salesforce Org for Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_prepare_org.htm&release=264.0.0&type=5 "Before you set up Bring Your Own Channel for CCaaS, enable Omni-Channel, create a flow, and customize the service console.") or [Prepare Your Salesforce Org for Bring Your Own Channel](https://help.salesforce.com/s/articleView?id=service.partner_messaging_prepare_org.htm&release=264.0.0&type=5 "Before you set up Bring Your Own Channel for Messaging, enable Omni-Channel, create a flow, and customize the service console.") help topics to create an inbound Omni-Channel flow. When you specify the **Route To** value, select **Agentforce Service Agent**, and select your AI agent.
    
    ![Route Work action element that routes to a specific Agentforce Service Agent.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging-byoc-ccaas-inbound-flow-asa.png)
3. Add the inbound flow to your Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS messaging channel. For your Messaging channel, go to the **Messaging Settings** page in Setup. Then select **Omni-Flow** under **Omni-Channel Routing** and specify the inbound flow.
4. The managed package may include an outbound Omni-Channel flow template for an AI agent. Edit the sample flow in Flow Builder to meet your needs, or create a different flow.
5. To associate the outbound flow with the agent, in the **Agents** list, for the sample AI agent, select the agent name, and click the **Connections** tab. Choose your outbound flow under **Outbound Omni-Channel Flow**.
6. For Bring Your Own Channel for CCaaS only, if your partner CCaaS vendor controls routing, contact the partner vendor to finish setting up routing for the flows associated with your AI agent. They will need the flow ID and fallback queue ID. If Salesforce controls routing, this step isn’t necessary.

#### See Also

- [Set Up a Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_setup.htm&language=en_US)
- [Connect Service Agent to Customer Channels](https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&language=en_US)
- [Show Progress Indicators in Bring Your Own Channel](https://help.salesforce.com/s/articleView?id=ai.service_agent_messaging_byoc_progress_indicators.htm&language=en_US)