Add Multiple Participants to a Messaging Conference

With Conferencing for Bring Your Own Channel for Messaging, a rep adds one or more additional reps to an ongoing Messaging session to help resolve customer concerns. They can directly add a new rep, add a rep by adding a queue, or add a rep by initiating an Omni-Channel flow. Adding a rep provides a warm transfer, where information is passed between reps before one rep leaves the session. Or multiple reps can stay in the session with the messaging end user.

When you create the ConversationChannelDefinition record, set these fields to support the Conferencing feature.

• To specify that your integration supports conferencing, set isConferenceSupported to true.
• To set your own limit for how many participants can be in a Messaging session conference, set a number value for MaxParticipantsForCnfrOverride. This field is needed only if you want to use a different limit instead of the platform limit. If this field isn’t set or is set to a value higher than the Messaging platform limit, the integration defaults to the Messaging platform limit of how many participants can be in a Messaging session conference at one time. See Service Cloud Messaging Limits and Considerations for the platform limit.