---
schema_version: "1"
id: d5107eeef63e82c1cf0e7f25f1bb5721f03ba9f695b7cc3ed165048b67dc73d0
title: 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_map.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.partner_messaging_map.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e99ebbec4a1d7318b1a82e3cad3d8069a0b4c25ebd55d5cd04eedff06b62dfe7
description: Use your favorite features from your preferred messaging provider while giving service reps and supervisors a consistent experience within Salesforce. Connect an external messaging provider to Salesforce with Partner Messaging (formerly Bring Your Own Channel for Messaging).
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Partner Messaging

Use your favorite features from your preferred messaging provider while giving service reps and supervisors a consistent experience within Salesforce. Connect an external messaging provider to Salesforce with Partner Messaging (formerly Bring Your Own Channel for Messaging).

![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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <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/learning_maps/lm_start.png" alt="Start learning about Partner Messaging"></span>
            </p>
            <p>
              <strong>Get Started</strong>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_intro.htm&amp;release=264.0.0&amp;type=5" title="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.">Set Up Partner Messaging</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.miaw_glossary.htm&amp;type=5&amp;language=en_US" target="_blank">Messaging Glossary</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_consideration_and_limitations.htm&amp;release=264.0.0&amp;type=5" title="Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for Messaging.">Considerations and Limitations</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&amp;release=264.0.0&amp;type=5" title="Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.">Lifecycle of a Messaging Session</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <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/learning_maps/lm_integrate_1.png" alt="Set up Partner Messaging"></span>
            </p>
            <p>
              <strong>Enable Partner Messaging</strong>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_prepare_users.htm&amp;release=264.0.0&amp;type=5" title="Give service reps the Service Cloud User license and prepare the service console for Bring Your Own Channel for Messaging.">Prepare Your Reps</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_prepare_org.htm&amp;release=264.0.0&amp;type=5" title="Before you set up Bring Your Own Channel for Messaging, enable Omni-Channel, create a flow, and customize the service console.">Prepare Your Salesforce Org</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_install.htm&amp;release=264.0.0&amp;type=5" title="To create a Bring Your Own Channel for Messaging channel, follow the setup flow.">Create a Messaging Channel</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <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/learning_maps/lm_optimize_1.png" alt="Increase productivity"></span>
            </p>
            <p>
              <strong>Increase Productivity</strong>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_parameters.htm&amp;release=264.0.0&amp;type=5" title="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.">Route Data to Objects in Bring Your Own Channel</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_parent.htm&amp;release=264.0.0&amp;type=5" title="Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more.">Interactive Messaging Components</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_ai_agent.htm&amp;release=264.0.0&amp;type=5" title="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.">Set Up an Agentforce
                Service Agent for Partner Messaging</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&amp;type=5&amp;language=en_US" target="_blank">Configure After Conversation Work Time</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <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/learning_maps/lm_develop_1.png" alt="Develop"></span>
            </p>
            <p>
              <strong>Develop</strong>
            </p>
            <p>
              <a href="https://developer.salesforce.com/docs/service/messaging-partner/overview" target="_blank">Partner Messaging Developer
                Guide</a>
            </p>
            <p>
              <a href="https://developer.salesforce.com/docs/service/messaging-partner/guide/create-your-own-integration.html" target="_blank">Create Your Own Messaging Provider Integration for
                Partner Messaging</a>
            </p>
            <p>
              <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_dev_guide.htm" target="_blank">Salesforce Voice with Partner Telephony Developer
                Guide</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://developer.salesforce.com/docs/service/interaction-service-api/overview" target="_blank">Interaction Service API Developer Guide</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <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/learning_maps/lm_learn_2.png" alt="Learn more"></span>
            </p>
            <p>
              <strong>Learn More</strong>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.byoc_compare_capabilities.htm&amp;release=264.0.0&amp;type=5" title="Explore the capabilities of Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS Messaging channels in Agentforce Service (formerly Service Cloud), and compare them side by side.">Compare Capabilities</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <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/learning_maps/lm_audience_end_2.png" alt="Get support."></span>
            </p>
            <p>
              <strong>Get Support</strong>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_get_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Bring Your Own Channel for Messaging directly from the experts. If you need assistance, find out whether it’s best to contact Salesforce Support or your messaging provider.">Get Expert Support</a>
            </p>
          </td>

        </tr>
      </tbody>
    </table>

- **[Compare the Capabilities of Bring Your Own Channel for Messaging to Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.byoc_compare_capabilities.htm&release=264.0.0&type=5)**  
    Explore the capabilities of Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS Messaging channels in Agentforce Service (formerly Service Cloud), and compare them side by side.
- **[Considerations and Limitations for Bring Your Own Channel for Messaging](https://help.salesforce.com/s/articleView?id=service.partner_messaging_consideration_and_limitations.htm&release=264.0.0&type=5)**  
    Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for Messaging.
- **[Set Up Partner Messaging](https://help.salesforce.com/s/articleView?id=service.partner_messaging_intro.htm&release=264.0.0&type=5)**  
    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.
- **[Get Expert Support for Bring Your Own Channel for Messaging](https://help.salesforce.com/s/articleView?id=service.partner_messaging_get_support.htm&release=264.0.0&type=5)**  
    Get help with Bring Your Own Channel for Messaging directly from the experts. If you need assistance, find out whether it’s best to contact Salesforce Support or your messaging provider.