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.

  1. Ensure that the prerequisites are in place to enable Bring Your Own Channel for CCaaS.

  2. 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 to Customer, 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.

  3. Generate an access token for authenticating requests to Interaction Service API.

  4. Create and configure a custom platform event to send and receive messages between Salesforce and the CCaaS provider system.

  5. Create a Conversation Channel Definition record to bundle the metadata used for your Messaging integration.

  6. Update the Conversation Vendor Info record to set vendorType as BringYourOwnContactCenter.

  7. 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
  8. 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.

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