Create a Bring Your Own Channel for Messaging Channel

Install a Managed Package

Install the managed package for your Bring Your Own Channel for Messaging provider.

Tip To learn how to create your own Messaging provider integration instead of installing a managed package from AppExchange, see the Bring Your Own Channel for Messaging Developer Guide.

Create a Bring Your Own Channel for Messaging Channel

1. From Setup, enter Messaging Settings, and then select Messaging Settings.
2. Click New Channel.
3. Select the Conversation Channel Definition tile that represents the Managed Package that you installed previously, and click Next.
4. Give your Bring Your Own Channel for Messaging channel a name.
5. Click anywhere to populate the API Name field, and save your changes.
6. 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.
   1. To show messaging end users an indicator when a rep is typing, select Show agent typing indicator.
   2. To send end users acknowledgments when their inbound messages are read or delivered, select Show messaging users read and delivered receipts.
   3. To show end users loading text and progress animations while an Agentforce Service agent is processing, select Show Agentforce agent progress indicator.
7. Set up routing for this Messaging channel.
   1. Under Omni-Channel Routing, click Edit.
   2. 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.
   3. To route messages to a queue, select Queue in the Routing Type field, and then enter the name of the Salesforce queue that you created previously.
8. Save your changes.
9. Click Activate.

Create and Configure an External Client App or Connected App for OAuth Integration

Test Your Bring Your Own Channel for Messaging Channel

1. Open the Service Console app, and go to the Omni-Channel utility bar at the bottom of the console, provided it’s installed. Go online as the service rep assigned to the messaging button.
2. Open the app where your customers initiate Bring Your Own Channel for Messaging, and start a conversation.
3. In the console tab, verify that you received a conversation request. Accept the request and try sending a message.