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            Set Up Bring Your Own Channel for Messaging

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            Set Up Bring Your Own Channel for Messaging

            Integrate your preferred messaging service with Salesforce using Bring Your Own Channel for Messaging. Use all the features you love from your external messaging service while maintaining a consistent service rep and supervisor experience within Salesforce.

            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

            Many contact centers struggle with disconnected channels and customer data. Bring Your Own Channel for Messaging lets you integrate an external messaging service into Salesforce, resulting in these benefits.

            • Service reps remain firmly rooted within the Omni Agent Console.
            • Supervisors get a comprehensive view of service rep metrics and embedded coaching and training solutions with Omni Supervisor. This view aggregates data from all channels, including external channels that are connected with an API.
            • Customer data is unified across all channels in Data 360.
            • Omni-Channel Flow routes sessions.
            • Run partner AI and Bots inside of the Service Console, together with Einstein.

            Setup Overview

            Setup for Bring Your Own Channel for Messaging is simple. Download a managed package from AppExchange, create an Omni-Channel Flow for routing, and then install the Bring Your Own Channel for Messaging channel through a setup flow.

             
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