---
schema_version: "1"
id: 7d415f4086543d0176d1badc780d10fd3819fa9aefe0a50ccce81bcfebf7373a
title: Set Up Partner Messaging
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/partner_messaging_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.partner_messaging_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cde62e22df10489f997be14a019601106f0eebe466682e4d83ce788bfb12a770
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Set Up Partner Messaging

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
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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>

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            <a name="partner_messaging_intro__d431e2076"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="partner_messaging_intro__d431e2076" 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>

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          <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>
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          <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>

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![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.

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](https://help.salesforce.com/s/articleView?id=service.partner_messaging_prepare_users.htm&release=264.0.0&type=5)**  
    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](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.
- **[Create a Bring Your Own Channel for Messaging Channel](https://help.salesforce.com/s/articleView?id=service.partner_messaging_install.htm&release=264.0.0&type=5)**  
    To create a Bring Your Own Channel for Messaging channel, follow the setup flow.
- **[Uninstall Bring Your Own Channel for Messaging](https://help.salesforce.com/s/articleView?id=service.partner_messaging_uninstall.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.partner_messaging_ai_agent.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.partner_messaging_parameters.htm&release=264.0.0&type=5)**  
    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.