Loading
Salesforce now sends email only from verified domains. Read More
Agentforce Contact Center
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Prepare Your Service Reps to Use Bring Your Own Channel for Messaging

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Contact Center

            Prepare Your Service Reps to Use Bring Your Own Channel for Messaging

            Give service reps the Service Cloud User license and prepare the service console for Bring Your Own Channel for Messaging.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Bring Your Own Channel for Messaging
            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 CCaaS
            User Permissions Needed
            To edit users: Manage Internal Users
            To assign permission sets: Assign Permission Sets
            1. Assign the Digital Engagement add-on license for your Bring Your Own Channel service reps.
            2. Clone the Contact Center Bring Your Own Channel User permission set and assign the resulting custom permission set to your Bring Your Own Channel service reps. The permission set provides them with the Message Customers with Bring Your Own Channel user permission.
            3. Give your SCRT2 Integration User Read and Create access to the custom platform event for your Bring Your Own Channel for Messaging channel.
              1. From Setup, in the Quick Find box, enter Permission Sets, and then select Permission Sets.
              2. Click SCRT2 Integration User.
              3. Click Object Settings.
              4. Click the name of the custom platform event installed as part of your managed package.
              5. Click Edit, and select the Read and Create checkboxes.
              6. Click Save.
            4. Create presence statuses for messaging.
            5. Give your service reps access to presence statuses.
             
            Loading
            Salesforce Help | Article