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Get Started with Bring Your Own Channel for CCaaS

Bring Your Own Channel for Contact Center as a Service (CCaaS) lets customers connect a third party contact center vendor to Salesforce.

This guide provides steps for partner developers to create a solution that integrates Service Cloud with a CCaaS system and package it for distribution on AppExchange. Salesforce admins install the managed package. They then create and maintain a partner contact center with integrated messaging and voice capabilities, add a Messaging channel to a partner telephony contact center, or create a messaging-only partner contact center.

To learn more about Bring Your Own Channel for CCaaS, visit our learning map in Salesforce Help.

Bring Your Own Channel for CCaaS has a similar name to another Salesforce product named Bring Your Own Channel, which lets customers connect third party messaging services to Salesforce. To set up Bring Your Own Channel, visit our learning map in Salesforce Help.

To get started, prepare your environment before you enable Bring Your Own Channel for CCaaS.

  1. Verify that you have the Digital Engagement SKU with the Partner Messaging add-on license.
  2. Verify that your org has the SCRT2 Integration User (API name: sfdc_scrt2) permission set.
  3. If you’re using a scratch org to test the managed package, include the CCaaSPilot add-on feature to the scratch org definition file.
  4. Verify that you can access the GitHub repos:
    • https://github.com/salesforce-misc/ccaas-demo-connector to access a sample implementation of the interactive Demo UI, which you’ll set up and use to test the APIs. When you try to access the repos for the first time, you’ll need to set up two-factor authentication access.
  5. Determine the contact email address to use for the connected app. This is the person who will receive notifications about the connected app, such as when a Salesforce administrator views the consumer secret of the connected app. This can be your email address.
  6. Configure single sign-on. Set Up Single Sign-On (SSO) between Salesforce and your partner system using Salesforce as your Identity Provider (IdP) provider.

You're ready to Enable Bring Your Own Channel for CCaaS.