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            Extend Bring Your Own Channel

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            Extend Bring Your Own Channel

            Go further with your Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS messaging channel setup.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS
            X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels
            • Route Data to Objects in Bring Your Own Channel
              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.
            • Set Up and Configure Your Own OAuth App for Bring Your Own Channel
              Certain Messaging partners and CCaaS providers require you to set up and manage your own external client app (ECA) or connected app to provide authentication for the integration between their platform and the Salesforce Interaction Service API. Check with your provider whether setting up your own app is a required setup step for their Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS integration. First create the ECA or connected app and edit policies for it, and then update the Conversation Channel Definition (CCD).
            • Set Up an Agentforce Service Agent for Bring Your Own Channel
              When you install a managed package to set up Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS, your Messaging or CCaaS partner 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 Einstein Bot for Bring Your Own Channel
              When you install a managed package to set up Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS, your Messaging or CCaaS partner vendor may include a sample Einstein Bot with associated flows. Clone or adjust the sample Einstein bot and flows to fit your use case, for example, to route an inbound message from a bot to a service rep. If your managed package doesn’t include a sample bot, you can still create an Einstein bot and associate it with your messaging channel.
             
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            Salesforce Help | Article