Bring Your Own Channel: Seamlessly Connect Your Preferred Communication Tools to Salesforce
Unified Customer Engagement on Your Terms
Salesforce’s Bring Your Own Channel (BYOC) solutions empower businesses to integrate their preferred messaging and contact center platforms while maintaining a consistent agent experience within Salesforce. This flexible approach lets you leverage best-of-breed communication tools without sacrificing Salesforce’s powerful CRM capabilities.
Two Powerful Integration Options
1. Bring Your Own Channel for Messaging (Generally Available)
- Connect any messaging provider (WhatsApp, Facebook Messenger, etc.)
- Maintain native Salesforce agent experience
- Preserve all your provider’s advanced features
- Now generally available as of June 2024 (formerly “Partner Messaging”)
2. Bring Your Own Channel for CCaaS
- Integrate leading Contact Center as a Service platforms
- Combine messaging + voice capabilities
- Three deployment options:
- Full partner contact center with messaging/voice
- Add messaging to existing telephony contact center
- Messaging-only contact center
- Retain CCaaS provider features (third-party bots, analytics, etc.)
Key Capabilities & Enhancements
For Developers
- New Interaction Service API Developer Guide – Complete documentation for building partner integrations
- API Release Notes – Stay current with the latest features and updates
- End-to-end guidance covering authentication, payload examples, and error handling
Enhanced Messaging Features
- Richer message components:
- Quick replies
- Interactive buttons
- List selectors
- Forms
- Time pickers
- Carousel displays
- Message status tracking – See delivery and read receipts in real-time
Operational Improvements
- Unified queue management – Now sync messaging and voice queues with CCaaS systems
- Custom OAuth apps – Greater control over security configurations
- Capacity synchronization – Seamlessly balance workloads across platforms
Why Choose Bring Your Own Channel?
✔ Preserve your existing tech investments while gaining Salesforce integration
✔ Maintain agent efficiency with consistent Salesforce UI
✔ Enhance customer experiences with richer messaging options
✔ Future-proof your architecture with flexible API-driven connections
“BYOC gives us the best of both worlds – our preferred communication channels with Salesforce’s powerful CRM capabilities.”
— Enterprise Contact Center Director
Transform your customer engagement with the freedom to choose your channels and the power of Salesforce.
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