---
schema_version: "1"
id: f3342b6bf940f99214a0405a20f1edae462b4a6859e577741077d42262ba0048
title: Considerations and Limitations for Bring Your Own Channel for Messaging
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/partner_messaging_consideration_and_limitations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.partner_messaging_consideration_and_limitations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2c66cb90f4624c165b4ba8064cc49ab2fe444077cdfd88b80896ee6eafec6cb2
description: Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for Messaging.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Considerations and Limitations for Bring Your Own Channel for Messaging

Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for Messaging.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
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        <tr class="">
          <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>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <a name="partner_messaging_consideration_and_limitations__d1320e2076"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="partner_messaging_consideration_and_limitations__d1320e2076" 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</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, Enhanced LINE, and Bring Your Own Channel for CCaaS</td>

        </tr>
      </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. You may see references to Bring Your Own Channel for Messaging in Salesforce applications and documentation.

## Setup

- Messaging partners use custom platform events to support these features:
    
    - outbound messages
    - read and delivery receipts for inbound messages
    - typing indicators for outbound messages
    - progress indicators for Agentforce Service Agent
    
    Platform event usage counts towards your [high volume platform event allocation](https://developer.salesforce.com/docs/platform/platform-events/guide/platform-events-limits-default.html), which is included in Digital Engagement or Agentforce Contact Center Digital. Enable features only if you need them. To purchase additional high-volume platform events through an add-on license, reach out to your Salesforce account executive.
- You can associate one Conversation Channel Definition with multiple messaging channels.
- Third-party bots aren’t currently supported for Bring Your Own Channel for Messaging.
- Setup for Bring Your Own Channel for Messaging requires assigning reps a custom permission set that's cloned from the Contact Center Bring Your Own Channel User standard permission set. Using the standard permission set can result in difficulty transferring conversations.
- It takes up to an hour for updates to Event-Driven Settings in a channel's Messaging Settings to take effect. For example, after selecting **Show agent typing indicator** or **Show messaging users read and delivered receipts**, these typing indicators or read and delivery receipts appear up to an hour later.

## Service Rep Experience

- Authentication and payment messaging components aren’t supported.
- Read receipts and delivery receipts on the service rep's side are enabled by default. They’re visible in real time and aren’t available after the messaging session ends.
- If needed and if supported by your Messaging partner, turn on read and delivery receipts on the Messaging end user’s side and typing indicators for outbound messages. See additional information about platform event usage in the Setup section above.
- Transferring to external contacts outside of a Salesforce org is not available in Bring Your Own Channel for Messaging.
- Like all enhanced Messaging channel types, Bring Your Own Channel for Messaging doesn’t currently support conferencing with AI agents or bots.
- If a service rep opens the messaging session in multiple console tabs (for example, opening it directly and then opening it through the Messaging End User record), several known issues occur:
    - Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate.
    - The messaging inactivity timer fails for this messaging session.

## Customer Experience

- While customers can see a file preview of .bmp, .gif, .jpg, .jpeg, .png, and .pdf files, they can't preview any other supported file types in Bring Your Own Channel for Messaging.
- Bring Your Own Channel for Messaging customers can preview a PDF by clicking its thumbnail in the messaging window.

## Feature Compatibility

Bring Your Own Channel for Messaging WhatsApp experiences don't support usernames, known as Business-Scoped User ID (BSUID), natively. Partners creating this type of implementation for a Messaging or CCaaS integration must handle the logic to connect and store a BSUID in the [MessagingExternalUserKey field of the MessagingEndUser object](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingenduser.htm).

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png)

Tip For considerations and limitations for Amazon Connect Chat and Messaging, see [Salesforce Contact Center with Amazon Connect Limitations and Considerations](https://help.salesforce.com/s/articleView?id=service.voice_scc_limitations.htm&language=en_US).