Salesforce Partner Messaging Livechat

This document explores how to set up the BYOC package in a customer org thus enabling integration between salesforce partner messaging and our platform. It also identifies common challenges or errors that may occur during the process.

Install cmbyoc_app_package: https://login.salesforce.com/packaging/installPackage.apexp?p0=04tHn0000012n8a

1. Update the connected app

Navigate to Connected App Settings

Go to Setup > Manage Connected Apps
Locate the app installed from the package (e.g., "cmcombyoc_app")
Access its settings

Configure oauth policies

In the OAuth Policies section, update Permitted Users to "Admin approved users are pre-authorized"
Save the changes
Add the System Administrator profile to the connected app's Profiles

2. Set Permissions for Platform Event

Access permission set

Navigate to Setup > Permission Sets
Locate SCRT2 Integration User

Configure platform event permissions

Open the permission set
Navigate to Object Settings under the Apps section
Find the platform event installed from the package (e.g., "cmcombyocevents")
Grant Read and Create permissions
Save the changes

3. Steps to create a messaging channel

Steps to create messaging channel using API

Get the Conversation Channel Definition Id

Access Setup > Installed Packages
Select the installed package
Click View Components
Select the component with type Conversation Channel Definition
Note the ID of the Conversation Channel Definition (prefix: "11v")

Create Messaging Channel

Use the API to create a messagingChannel
Set the Channel Definition Id to the ID obtained in the previous step
Set the session handler to the ID of the queue for message handling
Once the messagingChannel is created, retrieve the Channel Address Identifier value using the GET API

Steps to create messaging channel using messaging settings

Go to Setup > Messaging Settings
Create a new Messaging Channel
Follow the setup steps
Select the partner business channel that was installed from the package
Save the configuration
Retrieve the Channel Address Identifier from the created channel

4. Troubleshooting

Error while getting the access token or failed to authorize

If you are not getting the access token (authorization token) while doing the setup. The errors might look something like this

{
    "error": "invalid_grant",
    "error_description": "user hasn't approved this consumer"
}

If you have done the step 3 but have not completed step 4 given below:

{
    "error": "invalid_app_access",
    "error_description": "user is not admin approved to access this app"
}

Steps for resolution

Navigate to Setup > "Manage Connected Apps".
Find the app installed from the package (e.g., "cmcombyoc_app") and access its settings.
In the OAuth Policies section, update Permitted Users to "Admin approved users are pre-authorized".
Save the changes and add the System Administrator profile to the connected app's Profiles.

Error while creating messaging channel using API

If you are following old documentation or somehow not passing “DeveloperName” and “MasterLabel” while creating messagingChannel, you might run into the error.

The error will look something like this:

{
    "message": "Required fields are missing: [DeveloperName, MasterLabel]",
    "errorCode": "REQUIRED_FIELD_MISSING",
    "fields": [
        "DeveloperName",
        "MasterLabel"
    ]
}

Steps for resolution

While creating the messagingChannel through API, also pass “DeveloperName” and “MasterLabel”, the payload will look something like this

{
    "DeveloperName": "cmcombyoc_channel",
    "MasterLabel": "CM COM Byoc Channel",
    "MessageType": "Custom",
    "isActive": "true",
    "ChannelDefinitionId": "11v2t000000000tCAB",
    "MessagingPlatformKey": "352248483XXXXXX",
    "SessionHandler": "00G2t000000OUSs",
    "FallbackQueueId": null
}

Here, DeveloperName can be anything unique to your organization, and MasterLabel is the label with which it will be represented on the UI side

Error while sending or receiving messages to and from salesforce

When you fail to receive or send message to salesforce and receive a error like `Invalid schema/topic for topic /event/mktplcdev__cmcombyocevent__e and tenant key core/prod/00D2t00se0039dnEAA` It’s most likely the issue of “SCRT2 Integration User” permission sets.

The error will look something like this:

or the error message in server logs may look like:

{
    "message": "The AuthorizationContext for the request isn't valid based on the supplied Authorization access token.",
    "code": 10005
}

Steps for resolution

To resolve this issue, follow these steps:

Go to Setup > Permission Sets
Locate SCRT2 Integration User
Open the permission set and navigate to Object Settings under the Apps section
Find the platform event installed from the package (e.g., "cmcombyocevents")
Grant Read and Create permissions
Save the changes