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.
Note Bring Your Own Channel for CCaaS is now Partner Contact Center
Messaging. You may see references to Bring Your Own Channel for CCaaS in Salesforce
applications and documentation.