Bring Your Own Channel for CCaaS Outbound Event Reference

Partner integrations use the Pub/Sub API to subscribe to the custom platform event. There, they receive outbound messages from the rep in Salesforce and forward them to the customer.

Outbound events include diverse message entries and provide supplementary information related to the conversation entry. This event reference includes essential outbound events for partners to integrate, but a full event reference is available in GitHub: Outbound Custom Event Payloads.

The outbound event with "entryType": "Message" provides outbound message content entered by the rep in Salesforce. To show outbound messages to the messaging end user, supporting this event type is required.

Salesforce supports a wide variety of payloads for format types and message types. Here are a few examples.

Payloads differ based on which capabilities you register for your integration.

To support showing a Messaging end user when a rep starts and stops typing, see Configure Inbound Acknowledgments and Outbound Typing Indicators for Bring Your Own Channel for CCaaS or for Bring Your Own Channel for Messaging.

The MessageUpdated event signals whether an asynchronous file upload was successful or not in the attachmentUploadResult object. While not required, we recommend that partner integrations listen for and handle this event.

Whenever a rep leaves or joins a conversation, a ParticipantChanged event fires. The event payload specifies whether it was a remove or add operation. Partners can build optional Messaging session clean up logic by consuming and handling these events.

If the integration uses partner-controlled routing (ConversationChannelDefinition.routingOwner is Partner), the RoutingRequested event tracks information for transfer or conference functionality. If a rep indicates that they want to transfer a messaging session or add another rep (conference), a RoutingRequested event fires. The payload indicates whether the rep chooses to route to another rep, queue, flow, or external contact.

To support transfer and conference for your integration, consuming the RoutingRequested event is required.

If the integration uses partner-controlled routing (ConversationChannelDefinition.routingOwner is Partner), the RoutingResult event tracks results of routing requests for transfer or conference. If a rep requests a transfer or conference, the partner system has 60 seconds to finish routing. If routing finishes within 60 seconds, partners call the Track Routing Status of a Conversation API (POST /api/v1/routingResult) with success or failure. If the partner system doesn‘t finish routing within 60 seconds, the routing request times out, and the RoutingResult event with error details fires.

To support canceling in progress or incomplete routing for transfer and conference, consuming the RoutingResult event is required.