Configuring Vonage Premier for Service Cloud Voice for message-based interactions

To send and receive message-based interactions using Vonage Premier for Service Cloud Voice, you must configure the message channel for Vonage Contact Center (VCC) in Salesforce and then give applicable users required permissions.

Create the Message Channel

To create the message channel for VCC, perform the following steps:

1. Go to Setup in Salesforce.

2. On the left-hand side of the Salesforce window, in the search box, type 'Messaging Settings'.

3. Click Messaging Settings.

4. Click New Channel.

5. Click Start.

6. Click on the channel you wish to add; this will be the channel type (for example, SMS or WhatsApp) and the region you are in (one of NAM, EMEA or APAC).

7. Click Use Existing Contact Center.

8. Select Vonage from the drop-down.

9. Click Next.

10. Enter a name for the channel (for example, 'Vonage SMS').

11. Click Save.

12. Click Activate.

Assign connected app access to API user

To grant the necessary permissions for the API user to use the connected app, perform the following steps:

1. Go to Setup in Salesforce.

2. On the left-hand side of the Salesforce window, in the search box, type 'Manage Connected Apps'.

3. Click Manage Connected Apps.

4. Click Vonage Messaging.

5. Click Edit Policies.

6. Change to Admin Approved Users are pre-authorized.

7. Click Save.

8. Click Manage Profiles.

9. Select the profile that you have previously assigned to the API user. For information about setting up the API user, see Setting up Vonage Contact Center users in Salesforce.

10. Click Save.

Assign platform event permissions for Vonage Messages

To grant the integration user access to the Vonage Messages platform event, follow these steps:

1.  Go to Setup in Salesforce.

2. On the left-hand side of the Salesforce window, in the search box, type 'Permission Sets'.

3. Click Permission Sets.

4. Click on SCRT2 Integration User.

5. Click Object Settings.

6. Click Vonage Messages.

7. Click Edit.

8. Check Read and Create options.

9. Click Save.

For more information about configuring Vonage Premier for Service Cloud Voice for message-based interactions, see Prepare Your Service Reps to Use Bring Your Own Channel for CCaaS, Prepare Your Salesforce Org for Bring Your Own Channel for CCaaS, and Add Messaging to a Partner Telephony Contact Center (Salesforce help).