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Considerations and Limitations for Bring Your Own Channel
Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS.
Required Editions
| View supported editions. | |
This article applies to:
|
Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS |
This article doesn’t apply to:
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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 |
Setup
Tip For considerations and limitations for Amazon Connect Chat and Messaging, see
Salesforce Contact Center with Amazon Connect Limitations
and Considerations.
- 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 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.
- Messaging and CCaaS partners use custom platform events to support these features: outbound messages, read and delivery receipts for inbound messages, typing indicators for outbound messages, and progress indicators for Agentforce Service Agent. Platform event usage counts towards your high volume platform event allocation, which is included in Digital Engagement. 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.
- 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 Messaging or 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. It's not available in Bring Your Own Channel for Messaging.
- 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 Messaging and Bring Your Own Channel for CCaaS don'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.
- Bring Your Own Channel customers can preview a PDF by clicking its thumbnail in the messaging window.
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