---
schema_version: "1"
id: 1ff3981b240b5dc8e3d4dd4575fedaa043efcb184a45208ea175d1665e74abb8
title: Considerations and Limitations for Bring Your Own Channel for CCaaS
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/pcc_messaging_considerations_limitations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.pcc_messaging_considerations_limitations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0bc1b8c0a54d638e2ebbe14f94d60b6194dfbec0de3a96a965a1606d0f5aa4a4
description: Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for CCaaS.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Considerations and Limitations for Bring Your Own Channel for CCaaS

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

### Required Editions

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

        </tr>
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          <td class="slds-cell-wrap" style="vertical-align:top;">
            <a name="pcc_messaging_considerations_limitations__d1148e2188"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="pcc_messaging_considerations_limitations__d1148e2188" 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 CCaaS</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 Messaging</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 CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for CCaaS in Salesforce applications and documentation.

## Setup

- CCaaS 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 are only supported for Bring Your Own Channel for CCaaS and aren’t currently supported for Bring Your Own Channel for Messaging.
- Setup for Bring Your Own Channel for CCaaS 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 CCaaS 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 supported in Bring Your Own Channel for CCaaS if routing is controlled by the partner.
- Bring Your Own Channel for CCaaS doesn’t support conferencing with external contacts. Reps can only have a conference with other users in the same Salesforce org.
- Like all enhanced Messaging channel types, Bring Your Own Channel for CCaaS 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 CCaaS.
- Bring Your Own Channel for CCaaS customers can preview a PDF by clicking its thumbnail in the messaging window.

## Feature Compatibility

- A CCaaS system login page that appears in the Omni-Channel utility in the Lightning service console or custom app isn’t available for a messaging-only Bring Your Own Channel for CCaaS configuration. The CCaaS integration must also include telephony to support using CustomLoginUrl and showLogin.
- Bring Your Own Channel for CCaaS WhatsApp experiences don't support usernames, known as Business-Scoped User ID (BSUID), natively. Partners creating this type of implementation for a 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).