You are here:
Add Messaging to a Partner Telephony Contact Center
Add Messaging to a preexisting Voice contact center so that customers have multiple ways to reach reps. For a contact center with Service Cloud Voice with Partner Telephony, add a Bring Your Own Channel for CCaaS Messaging channel. If you have a contact center with Service Cloud Voice with Partner Telephony from Amazon Connect, add Amazon Connect Chat and Messaging to the contact center by using Salesforce Contact Center with Amazon Connect.
Required Editions
| View supported editions. | |
This article applies to:
|
Bring Your Own Channel for CCaaS |
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, Enhanced LINE, and Bring Your Own Channel for Messaging |
| User Permissions Needed | |
|---|---|
| To view the Partner Contact Centers page: | Customize Application AND Manage Call Centers |
| To manage a contact center: | Contact Center Admin (Partner Telephony) |
Add Messaging to a Partner Telephony Contact Center
Before you begin, install a managed package from a CCaaS provider to support Bring Your Own Channel for CCaaS and Service Cloud Voice. To turn on Messaging in a partner telephony contact center that already has Service Cloud Voice support, you must have a Service Cloud Voice Partner Telephony license with a Digital Engagement add-on license.
- From Setup, in the Quick Find box, enter Messaging Settings, and then select Messaging Settings.
- Click New Channel.
- Select the Conversation Channel Definition tile that represents the managed package that you installed, and click Next.
- Choose to use an existing contact center, and select the Partner Telephony Contact Center you want to add the Messaging channel to.
- Give your Messaging channel a name.
- Click anywhere to populate the API Name field, and save your changes.
-
If required for your Messaging channel, turn on Event-Driven
Settings. These options appear if your Messaging partner supports them in
the Conversation Channel Definition. Usage counts towards your high volume platform
event allocation. See Considerations and Limitations for Bring Your Own Channel and Bring Your
Own Channel for CCaaS for more information.
- To show messaging end users an indicator when a rep is typing, select Show agent typing indicator.
- To send end users acknowledgments when their inbound messages are read or delivered, select Show messaging users read and delivered receipts.
- To show end users loading text and progress animations while an Agentforce Service agent is processing, select Show Agentforce agent progress indicator.
-
If supported by your CCaaS partner, set up routing for this Messaging channel. Check
with your CCaaS partner for their recommendation based on how their integration works.
Routing information passed by your CCaaS partner through an Interaction Service API call
takes precedence over your Messaging channel Omni-Channel Routing setting, if both are
set.
- Under Omni-Channel Routing, click Edit.
- To route messages with an Omni-Channel flow, select Omni-Channel Flow in the Routing Type field, and then enter the names of the Omni-Channel flow and fallback queue that you created previously.
- To route messages to a queue, select Queue in the Routing Type field, and then enter the name of the queue that you created previously.
- Save your changes.
- Click Activate.
Add Chat to an Amazon Partner Telephony Contact Center
Before you begin, set up Service Cloud Voice with Partner Telephony from Amazon Connect. To turn on chat or messaging in an Amazon contact center that already has Service Cloud Voice with Partner Telephony from Amazon Connect, you must have a Service Cloud Voice Partner Telephony license with a Digital Engagement add-on license. Amazon Connect Chat and Messaging isn’t supported for Service Cloud Voice with Amazon Connect.
- From Setup, in the Quick Find box, enter Partner Telephony Setup, and then select Partner Telephony Setup.
- To install the Salesforce Contact Center with Amazon Connect managed package, go to Set Up More Amazon Connect Features, and click Install.
- After installation completes, click Configure to launch Salesforce Contact Center with Amazon Connect.
- Follow the steps in the Amazon Setup and Installation Guide: Salesforce Contact Center with Amazon Connect for the Salesforce Contact Center with Amazon Connect general setup guided flow and Amazon Connect Chat and Messaging configuration.
