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Get help with Bring Your Own Channel for Messaging directly from the experts. If you need assistance, find out whether it’s best to contact Salesforce Support or your messaging provider.
| View supported editions. | |
This article applies to:
|
Bring Your Own Channel for Messaging |
This article doesn’t apply to:
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Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for CCaaS |
All Bring Your Own Channel customers can contact Salesforce Customer Support about issues related to Salesforce functionality. To find out if and when to contact your messaging provider, see the additional support guidance in the next sections.
If you’re using Bring Your Own Channel for Messaging, contact your messaging provider’s support team about issues related to their service. For issues related to Salesforce features, contact Salesforce Support.
Here’s when to contact Salesforce Customer Support versus your Messaging provider for Bring Your Own Channel for Messaging.
| Topic | Contact Salesforce | Contact Your Messaging Provider |
|---|---|---|
| Billing related to your Messaging service | X | |
| BYOC for Messaging licenses | X | |
| Lightning Service Console | X | |
| Omni-Channel and Command Center for Service | X | |
| Outbound file attachment capabilities | X | |
| Salesforce Einstein services | X | |
| Salesforce reporting and analytics | X |
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