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            Prepare Your Salesforce Org for Bring Your Own Channel for CCaaS

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            Prepare Your Salesforce Org for Bring Your Own Channel for CCaaS

            Before you set up Bring Your Own Channel for CCaaS, enable Omni-Channel, create a flow, and customize the service console.

            Required Editions

            View supported editions.
            Checkmark This article applies to: 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, Enhanced LINE, and Bring Your Own Channel for Messaging
            User Permissions Needed
            To set up Omni-Channel and create and save Lightning pages in the Lightning App Builder: Customize Application
            To create or change queues: Customize Application AND Manage Public List Views
            To open, edit, or create a flow in Flow Builder: Manage Flow

            Set Up Omni-Channel

            1. Enable Omni Channel.
            2. Create a Service Channel for messaging.
            3. Create a queue where you want to route incoming messaging sessions.
              1. Add Messaging Session as a supported object.
              2. If you plan to manage both Messaging and Voice through the same queue in your partner contact center add Voice Call as a supported object.
              3. If your CCaaS partner processes routing in their system, set the routing model of the queue’s routing configuration to external routing. If Salesforce manages routing, set the routing model to any other value.

            Create an Omni Flow

            Note
            Note If your CCaaS partner processes routing in their system instead of in Salesforce, you may not need to create a flow. Check with your CCaaS partner for their recommendation based on how their integration works.
            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.
              Note
              Note In Bring Your Own Channel for CCaaS, CCaaS partners can dynamically enable or disable Messaging actions such as transfers and conferencing by using Interaction Service API. Lighting App Builder settings for the Enhanced Conversation Component that hide controls take precedence over any dynamically controlled Messaging actions.
            7. Activate the page.

            See Also

             
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