Get Started

Bring Your Own Bot (BYOB) APIs integrate third-party messaging bots with Enhanced Messaging channels. This guide provides the steps to enable Bring Your Own Bot for Messaging.

Bring Your Own Bot (BYOB) is designed to integrate third-party or custom bots into the Agentforce Service platform for automated customer engagement within messaging conversations. This feature is intended solely for bot-to-customer interactions and does not constitute a general-purpose AI or conversational tool. The integration doesn’t support or permit the use of external reps or representatives operating outside the Salesforce Platform. The routing and handoff capabilities are limited to transfers between external bots and Salesforce-licensed service reps operating within Agentforce.

To get started, prepare your environment before you enable Bring Your Own Bot for Messaging.

  • Make sure that you have the Agentforce Contact Center Digital SKU with the Partner Messaging Bot add-on license.
  • Make sure that your org has the SCRT2 Integration User (sfdc_scrt2) permission set.
  • Make sure that you can access the GitHub repository. You can access a sample implementation of the interactive Demo UI for API testing at byo-demo-connector.
  • Enable Omni-Channel Settings. Make sure Omni-Channel settings are enabled for your org, and proper configuration of Omni-Channel routing is done. For more information, see Enable and Configure Omni-Channel.
  • Configure a fallback queue. Make sure a fallback queue is configured for Omni-Channel flows to catch conversations if routing is unsuccessful. For more information, see Routing Work with Omni-Channel Fallback Mode.

After you understand the BYOB feature and prepare your environment, review the BYOB Setup Entities. Then integrate your bot with Service Cloud, starting with Step 1: Create an External Client App and Configure Policies.

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