Bring Your Own Channel for CCaaS Release Notes

This section describes recent changes that have been made to this guide. To see the latest feature updates for Bring Your Own Channel for CCaaS, visit Bring Your Own Channel release notes.

Updates for Summer ’26

Updated references to Salesforce Voice with Partner Telephony (formerly Service Cloud Voice with Partner Telephony) to align with the recent product name change.
Added content for Citations in Agent Responses.

Updates for Spring ’26

Updated Create the Interaction Service Connected App and renamed it to Create the Interaction Service OAuth App to recommend creating an external client app instead of a connected app.
Added content for Create a managed package to provide more information on second generation managed packages, which are now recommended.
Updated content to remove references to IsInboundReceiptsEnabled, IsRoutingWorkResultEnabled, and IsTypingIndicatorDisabled fields in ConversationChannelDefinition. These fields are removed in API version 66.0.

Updates for Winter ’26

Added Send and Receive Richly Formatted Messages with Markdown.
Updated content to acknowledge deprecation of IsInboundReceiptsEnabled, IsRoutingWorkResultEnabled, and IsTypingIndicatorDisabled fields in ConversationChannelDefinition for API version 65.0. The fields will be removed in API version 66.0.
Updated Add Support for Custom Parameters to clarify the maximum length for the value of routingAttributes key/value pair.
Added instructions for proactively starting a Messaging session with Agentforce Service Agent.
Added Configure Agentforce Service Agent Progress Indicators.

Updates for Summer ’25

Added content for Adding Multiple Participants to a Messaging Conference.
For Dynamically Controlling Messaging Actions, added the option to enable or disable conferencing.
Updated Create the Interaction Service Connected App to clarify a new location in Setup for creating a connected app.
Updated Test the Interaction Service APIs to point to the Interaction Service API guide for instructions and reference information.

Updates for Spring ’25

Added content for Enabling Third-Party Bots to clarify how to identify the bot in transcripts and to note updates for how to call the Conversation History API.
Added topics in the Transfer Messages section to provide more guidance for CCaaS partners.
For Create the Interaction Service Connected App, removed instruction to Select Issue JSON Web Token (JWT)-based access tokens for named users. Connected apps should not use this setting.
Added content for Configuring Inbound Acknowledgements and Outbound Typing Indicators.
Added content for Dynamically Controlling Messaging Actions.
Added content for Sending URLs with Link Previews.

Updates for Winter ’25

Released the General Availability version of Bring Your Own Channel for CCaaS (BYOC for CCaaS). To learn more about Bring Your Own Channel for CCaaS, visit our learning map in Salesforce Help.
Renamed the Bring Your Own Channel for CCaaS demo connector and made it publicly available. Access the demo connector code at https://github.com/salesforce-misc/byo-demo-connector.