Get Started with Bring Your Own Channel

Bring Your Own Channel integrates external messaging services with Salesforce. Before Salesforce users can set up and use Bring Your Own Channel in their orgs, Salesforce messaging partners must first enable the feature. This guide provides steps to enable Bring Your Own Channel.

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

Bring Your Own Channel has a similar name to another Salesforce product named Bring Your Own Channel for Contact Center as a Service (CCaaS), which lets customers connect a third party contact center vendor to Salesforce. To set up Bring Your Own Channel for CCaaS, visit our learning map in Salesforce Help.

Most content in this guide is for Messaging providers who are creating a solution that integrates Service Cloud with their Messaging system and packaging it for distribution on AppExchange. To create your own integration, follow the steps in Create Your Own Messaging Provider Integration. To set up Bring Your Own Channel as an admin, see the Salesforce Help.

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

Verify that you have the Digital Engagement SKU with the Partner Messaging add-on license.
Verify that your org has the SCRT2 Integration User (sfdc_scrt2) permission set.
If you’re using a scratch org to test the managed package, include the BYOOTT add-on feature to the scratch org definition file.
Verify that you can access the GitHub repos:
- https://github.com/salesforce-misc/interaction-service-apis to reference the schemas for the interaction service inbound APIs and outbound events schema.
- https://github.com/salesforce-misc/byoc-ott-demo-app to access a sample implementation of the interactive Inbound/Outbound Message Demo UI, which you’ll set up and use to test the inbound API.
Determine the contact email address to use for the connected app. This person receives 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.

You're ready to Enable Bring Your Own Channel.