Create Your Own Messaging Provider Integration for Bring Your Own Channel

As a Salesforce admin, one way to set up Bring Your Own Channel is by installing a managed package from your preferred partner from AppExchange. You can also work with a developer to create your own Messaging provider integration instead.

This topic is for developers who are creating an integration that is not meant for distribution on AppExchange. To create an integration packaged for AppExchange instead, see Enable Bring Your Own Channel. To set up Bring Your Own Channel as an admin, see the Salesforce Help.

To make your own integration for Bring Your Own Channel work, get an access token, create a custom platform event, and add a Conversation Channel Definition record. Then set up a Bring Your Own Channel Messaging channel using those items. Create a connected app that connects your preferred Messaging provider to Salesforce Interaction Service using OAuth and associate it to your Messaging channel.

  1. Prepare your environment for self-implementing Bring Your Own Channel.
  2. Generate an access token for authenticating requests to Interaction Service API.
  3. Create and configure a custom platform event to send and receive messages between Salesforce and the Messaging provider system.
  4. Create a Conversation Channel Definition record to bundle the metadata used for your Bring Your Own Channel integration.
    • Set connectedAppType to Customer to indicate that you’re creating the connected app instead of the Messaging partner. See step 7 for more details.
    • Don’t include the conversationVendorInfo field. It isn’t valid for this type of self-implementation.
  5. Prepare your agents and your Salesforce org to use Bring Your Own Channel.
  6. Create a Bring Your Own Channel Messaging channel.
    1. From Setup, in the Quick Find box, enter Messaging Settings, and then select Messaging Settings.
    2. Click New Channel.
    3. Select the Conversation Channel Definition tile that shows the Conversation Channel Definition that you made in step 4. Click Next.
    4. Give your Bring Your Own Channel messaging channel a name.
    5. Click anywhere to populate the Developer Name field.
    6. Save your changes.
    7. Under Omni-Channel Routing, click Edit.
    8. Select Omni-Flow as the Routing Type.
    9. In the Flow Definition field, select the name of the flow that you created previously.
    10. Save your changes.
  7. Set up and configure a connected app for integrating your preferred Messaging provider with Salesforce Interaction Service API. Associate the connected app with your Conversation Channel Definition.
  8. Activate your Messaging channel.
    1. From Setup, enter Messaging Settings, and then select Messaging Settings.
    2. Select the channel that you created.
    3. Click Activate.

After you complete these steps, ​​set up the demo connector to see an example integration. The demo connector shows you how to send requests to the Interaction Service API for inbound messages to an agent. For outbound messages from an agent to an end user, it shows how you can implement server-side middleware for outbound events. When you’re ready, test Interaction Service APIs.