Integrate your preferred messaging service with Salesforce using Partner Messaging (formerly Bring Your Own Channel for Messaging). Use all the features you love from your external messaging service while maintaining a consistent service rep and supervisor experience within Salesforce.
Required Editions
| View supported editions. | |
This article applies to:
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Bring Your Own Channel for Messaging |
This article doesn’t apply to:
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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 |
Many contact centers struggle with disconnected channels and customer data. Bring Your Own Channel for Messaging lets you integrate an external messaging service into Salesforce, resulting in these benefits.
- Service reps remain firmly rooted within the Omni-Channel Console.
- Supervisors get a comprehensive view of service rep metrics and embedded coaching and training solutions with Command Center for Service. This view aggregates data from all channels, including external channels that are connected with an API.
- Customer data is unified across all channels in Data 360.
- Omni-Channel Flow routes sessions.
- Run partner AI and Bots inside of the Service Console, together with Agentforce.
Setup Overview
Setup for Bring Your Own Channel for Messaging is simple. Download a managed package from AppExchange, create an Omni-Channel Flow for routing, and then install the Bring Your Own Channel for Messaging channel through a setup flow.
- Prepare Your Service Reps to Use Bring Your Own Channel for Messaging
Give service reps the Service Cloud User license and prepare the service console for Bring Your Own Channel for Messaging. - Prepare Your Salesforce Org for Bring Your Own Channel for Messaging
Before you set up Bring Your Own Channel for Messaging, enable Omni-Channel, create a flow, and customize the service console. - Create a Bring Your Own Channel for Messaging Channel
To create a Bring Your Own Channel for Messaging channel, follow the setup flow. - Uninstall Bring Your Own Channel for Messaging
Remove a Bring Your Own Channel for Messaging channel from your Salesforce org. - Set Up an Agentforce Service Agent for Bring Your Own Channel for Messaging
When you install a managed package to set up Bring Your Own Channel for Messaging, your messaging 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. - Route Data to Objects in Bring Your Own Channel
Optionally, use parameters, parameter mappings, and flows to route customer data to Salesforce objects for Bring Your Own Channel for Messaging and 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.