Update a Service Cloud Voice with Partner Telephony Managed Package to Add Messaging
To add Bring Your Own Channel for CCaaS Messaging capabilities to a preexisting managed package configured for Service Cloud Voice with Partner Telephony, follow these steps.
Before you begin, check that you have an existing managed package for Service Cloud Voice with Partner Telephony.
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Ensure that the prerequisites are in place to enable Bring Your Own Channel for CCaaS.
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Set up a connected app to integrate a third-party CCaaS system with Salesforce using Interaction Service API.
If your CCaaS system architecture requires admins to create and manage the connected app during Bring Your Own Channel for CCaaS setup instead, set the
connectedAppType
field in the Conversation Channel Definition toCustomer
, don’t create or include a connected app in your managed package, and notify your customers to follow instructions in the Salesforce Help to Set Up and Configure Your Own OAuth Connected App. -
Generate an access token for authenticating requests to Interaction Service API.
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Create and configure a custom platform event to send and receive messages between Salesforce and the CCaaS provider system.
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Create a Conversation Channel Definition record to bundle the metadata used for your Messaging integration.
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Update the Conversation Vendor Info record to set
vendorType
asBringYourOwnContactCenter
. -
Publish an upgrade to the managed package to add these components:
- the new Conversation Channel Definition record
- the new connected app, unless you require admins to create one instead
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Push the package upgrade to subscribers or notify customers that they can upgrade their package.
Only customers who have the Digital Engagement license with Partner Messaging are able to use Messaging capabilities in their contact centers.
See Also
- First-Generation Managed Packaging Developer Guide: Publish Upgrades to First-Generation Managed Packages
- First-Generation Managed Packaging Developer Guide: Push Package Upgrades to Subscribers
- Second-Generation Managed Packaging Developer Guide: Push a Package Upgrade for Second-Generation Managed Packages
- Object Reference: ConversationVendorInfo
- Service Cloud Voice for Partner Telephony Developer Guide: Set Up and Publish Your Partner Telephony Package