---
schema_version: "1"
id: b55ccb4a701b6530b38e93e3ef5ebe31f1d91f8c39591424ed050901d65e367d
title: Prepare Your Salesforce Org 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_prepare_org.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.partner_messaging_prepare_org.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d13654f68a9fc794b83d3ae69b42d45b4d20fd57d347bb97025da58ad939ae24
description: Before you set up Bring Your Own Channel for Messaging, enable Omni-Channel, create a flow, and customize the service console.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# 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.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <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_prepare_org__d1200e2076"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="partner_messaging_prepare_org__d1200e2076" 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> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
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        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d81603e93">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81603e93 ">To set up Omni-Channel and create and save Lightning pages in the Lightning App
              Builder:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81603e93 ">Customize Application</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81603e93 ">To create or change queues:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81603e93 ">Customize Application AND Manage Public List Views</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81603e93 ">To open, edit, or create a flow in Flow Builder:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81603e93 ">Manage Flow</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.

## Set Up Omni-Channel

1. [Enable Omni Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5&language=en_US).
2. [Create a Service Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&type=5&language=en_US) for messaging.
3. [Create a queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) where you want to route incoming messaging sessions. Add Messaging Session as a supported object.

## Create an Omni Flow

Optionally, create an Omni-Channel flow to route incoming messages. If you don’t create a flow, you can route messages to the queue you created instead.

1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**.
2. Click **New Flow**.
3. In the All + Templates tab, select **Omni-Channel Flow**.
4. From the Manager tab, create a new resource.
5. For the Resource Type, select **Variable**.
6. For the API Name, enter recordId. The API name is case-sensitive and must be recordId. The messaging channel uses this value to pass information into this Omni-Channel flow.
7. For the Data Type, select **text**.
8. Select **Available for input**, and then click **Done**.
9. From the Elements tab, select a **Route Work** action in your flow.
10. Name the new action. Use the recordId variable as the input value. Select **Messaging** for the Service Channel.
11. Specify Queue, Agent, Bot, or Skills as the Route To value.
    1. If you select Queue, use the queue ID for the queue where you want to direct the work.
    2. If you select Agent, enter the agent's (service rep's) name in the Agent ID field.
    3. If you select Skills, add the Skill Requirement List.
    4. If you select Bot, search for the bot name.
    5. If you select Agentforce Service Agent, search for the AI agent name.
12. Click **Done**.
13. Save and activate your flow.

## Prepare the Messaging Session Layout

1. From Setup, in the Quick Find box, enter Lightning App Builder, and then select **Lightning App Builder**.
2. To create a Lightning page, click **New**.
3. For the page type, select **Record Page**.
4. Name the page, and then select **Messaging Session** as the object.
5. On the next screen, select **CLONE SALESFORCE DEFAULT PAGE** and save your changes.
6. When you’re inside the app builder, add the Enhanced Conversation component to the page.
7. Activate the page.