Get help with Bring Your Own Channel for Contact Center as a Service (CCaaS) directly from the experts. If you need assistance, find out whether it’s best to contact Salesforce Support or your CCaaS provider.
Required Editions
| View supported editions. | |
This article applies to:
|
Bring Your Own Channel for CCaaS |
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, Enhanced LINE, and Bring Your Own Channel for Messaging |
When to Contact Salesforce Support
All Bring Your Own Channel customers can contact Salesforce Customer Support about issues related to Salesforce functionality. To find out if and when to contact your CCaaS provider, see the additional support guidance in the next sections.
When to Contact Your CCaaS Provider
Bring Your Own Channel for CCaaS
If you’re using Bring Your Own Channel for CCaaS, contact your CCaaS provider’s support team about issues related to their service. For issues related to Salesforce features, contact Salesforce Support.
Here’s when to contact Salesforce Customer Support versus your CCaaS provider for Bring Your Own Channel for CCaaS.
| Topic | Contact Salesforce | Contact Your CCaaS Provider |
|---|---|---|
| Billing related to your CCaaS service | X | |
| BYOC for CCaaS licenses | X | |
| Salesforce contact center setup | X | |
| Lightning Service Console | X | |
| Omni-Channel and Command Center for Service | X | |
| Presence syncing | X | |
| Messaging session routing | X | |
| Messaging session transfer | X | |
| Outbound file attachment capabilities | X | |
| Salesforce Einstein services | X | |
| Salesforce reporting and analytics | X | |
| Single sign-on | X |
Amazon Connect Chat and Messaging
If you’re using Amazon Connect Chat, where Amazon is your Bring Your Own Channel for CCaaS provider through Salesforce Contact Center with Amazon Connect (SCC-AC), contact the AWS support team about issues related to their service or SCC-AC. For issues related to Salesforce features, contact Salesforce Support.
Here’s when to contact Salesforce Customer Support versus AWS support for Amazon Connect Chat and Messaging.
| Topic | Contact Salesforce | Contact AWS |
|---|---|---|
| Amazon Connect Chat setup | X | |
| Amazon Connect for Salesforce Lightning utility component | X | |
| Amazon Connect post-contact summaries | X | |
| Amazon Lex bot configuration | X | |
| Billing | X | |
| BYOC for CCaaS licenses | X | |
| Salesforce contact center setup | X | |
| Salesforce Contact Center with Amazon Connect contact center setup | X | |
| Lightning Service Console | X | |
| Omni-Channel and Command Center for Service | X | |
| Presence syncing | X | |
| Chat routing | X | |
| Chat transfer | X | |
| Outbound file attachment capabilities | X | |
| Salesforce Einstein services | X | |
| Salesforce reporting and analytics | X | |
| Single sign-on | X |