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Prepare a Salesforce Org for Messaging (In-App & Web Omni-Channel)

This guide walks you through preparing your Salesforce org for Messaging, including In-App and Web Omni-Channel, and configuring a custom client deployment.

Prerequisites​

  • Salesforce Service Cloud license
  • Admin access to your Salesforce org

Steps​

1. Setup Omni-Channel​

Enable Omni-Channel for your Messaging for In-App and Web use case.

1.1 Enable Omni-Channel​

  1. From Setup, enter Omni-Channel Settings in the Quick Find box, then select Omni-Channel Settings.
  2. Enable Omni-Channel and its features based on your needs, and save your changes:
    • ✅ Enable Omni-Channel: Checked
    • ✅ Enable Skills-Based and Direct-to-Agent Routing: Checked
    • ✅ Enable Secondary Routing Priority: Checked
    • ❌ Enable Status-Based Capacity Model: Unchecked

1.2 Create a Service Channel for Messaging​

  1. From Setup, enter Service Channels in the Quick Find box, then select Service Channels.
  2. If you use the existing Messaging service channel, ensure it is set up correctly.
  3. If you need to create a new service channel:
    • Click New and create a new service channel for Messaging
    • Set the Channel Type to Messaging
    • Save your changes

1.3 Create a Routing Configuration​

  1. From Setup, enter Routing Configurations in the Quick Find box, then select Routing Configurations.
  2. Click New and create a new routing configuration for Messaging.
  3. Set the Service Channel to the one you created or selected earlier.
  4. Save your changes.

1.4 Create a Queue for Messaging Sessions​

  1. From Setup, enter Queues in the Quick Find box, then select Queues.
  2. Click New and create a new queue for Messaging.
  3. Add Messaging Session as a supported object.
  4. Save your changes.

1.5 Create a Presence Configuration​

  1. From Setup, enter Presence Configurations in the Quick Find box, then select Presence Configurations.
  2. Click New and create a new presence configuration for Messaging.
  3. Set the Service Channel to the one you created or selected earlier.
  4. Save your changes.

1.6 Create a Presence Status​

  1. From Setup, enter Presence Statuses in the Quick Find box, then select Presence Statuses.
  2. Click New and create a new presence status for Messaging.
  3. Set the Service Channel to the one you created or selected earlier.
  4. Save your changes.

2. Create Your First Messaging for In-App and Web Channel and Deployment​

2.1 Configure a Custom Client Deployment for Messaging​

  1. From Setup, enter Messaging settings in the Quick Find box, then select Messaging settings
  2. Enable Messaging On.
  3. Click New and create a new Messaging channel.
  4. Set the Channel Type to Messaging for in-App or Web Omni-Channel based on your use case.
  5. Configure the channel settings as needed and save your changes.

2.2 Embedded Service Deployment for Messaging​

  1. From Setup, enter Embedded Service Deployments in the Quick Find box, then select Embedded Service Deployments.
  2. Click New and create a new deployment for Messaging.
  3. Set the Deployment Type to Messaging for In-App or Web Omni-Channel based on your use case.
  4. Configure the deployment settings as needed and save your changes.

2.3 Configure App Manager​

  1. From Setup, enter App Manager in the Quick Find box, then select App Manager.
  2. Select the service console app you want to use for Messaging.
  3. Edit the app settings:
    • Select the Utility (Desktop) item from the list
    • Add Utility to enable the Omni-Channel widget
  4. Save your changes.

2.4 Configure User Profiles​

  1. From Setup, enter User in the Quick Find box, then select User Profiles.
  2. Select the user profile you want to use for Messaging and click Edit.
  3. In the profile settings, ensure that the following are enabled:
    • ✅ Service Cloud User
  4. Ensure that the profile has access to the Messaging channel and Embedded Service deployment you created.
  5. Save your changes.

2.5 Enable the Messaging Conversion in the Service Console​

  1. From Setup, enter Service Console in the Quick Find box, then select Service Console Settings.
  2. In the Service Console App , select the _ Message Session _ and open it one session, then under the Setup Icon, select the Edit Page button.
  3. In the _ Lightning App Builder _, select the ** Enhanced Conversion** component and drag it to the desired location in the page layout.
  4. continue to save the changes.

3. Configure the LiveAgent Settings in the Bot Controls in ai12z portal​

  1. Login to the ai12z portal.
  2. Navigate to the Bot Controls section.
  3. Select the LiveAgent tab.
  4. Enter the configuration details: 
    {
      "salesforce": {
        "instanceUrl": "https://example-guid-dev-ed.develop.my.salesforce-scrt.com",
        "orgId": "ORG_ID",
        "messagingChannelId": "CHANNEL_ID"
      }
    }
    4.2 Replace example-guid-dev-ed.develop.my.salesforce-scrt.com with your Salesforce instance URL. 4.3 Replace ORG_ID with your Salesforce organization ID. 4.4 Replace CHANNEL_ID with the ID of the Messaging channel you created.
  5. Click Save to apply the settings.


## Troubleshooting

If you encounter issues:

1. Verify all permissions are correctly assigned
2. Check that Omni-Channel is properly enabled
3. Ensure messaging channels are active
4. Confirm queue assignments are correct

For additional support, refer to the official Salesforce documentation or contact your system administrator.
[Messaging for In-App and Web](https://help.salesforce.com/s/articleView?id=service.miaw_intro_landing.htm&language=en_US&type=5)
[Messaging for In-App and Web API](https://developer.salesforce.com/docs/service/messaging-api/references/miaw-api-reference?meta=closeConversation)