# Sinch Omnichannel Connector for Salesforce Marketing Cloud

Note:
This article includes third-party images for reference purposes. Third-party images are subject to change at any time.

The Salesforce Marketing Cloud [Journey Builder](https://help.salesforce.com/s/articleView?id=sf.mc_jb_journey_builder.htm&type=5) allows you to create communication paths, called journeys, that guide customers through their interaction with your brand. The Omnichannel Connector app, which is available on the [Salesforce AppExchange](https://appexchange.salesforce.com/mktcollections/curated/ai-apps-and-experts?utm_source=google&utm_medium=cpc&utm_campaign=appex_global-awareness-phrase-brand&utm_content=ai-data-crm-collection&gclid=Cj0KCQiAqsitBhDlARIsAGMR1RjnAz5-6qBFE0MrJ0MrboQOhF-tgik2Ab_B3kUA5LYNYEKC4Unx1bQaAm-FEALw_wcB), adds features to your Journey Builder that allow you to automatically send Conversation API template messages (either [omni-channel](https://community.sinch.com/t5/Conversation-API/What-is-an-omni-channel-template/ta-p/9914) or [channel-specific](https://community.sinch.com/t5/Conversation-API/What-is-a-channel-specific-template/ta-p/9915)) and incorporate Conversation API callback information into your journey.

There are many aspects of a Marketing Cloud journey, and we encourage you to review the [Journey Builder](https://help.salesforce.com/s/articleView?id=sf.mc_jb_journey_builder.htm&type=5) documentation. When using the Omnichannel Connector app, the most relevant components of a Marketing Cloud journey are:

- The [entry source](https://help.salesforce.com/s/articleView?id=sf.mc_jb_entry_sources.htm&type=5) of the journey
- The flow control and messaging [activities](https://help.salesforce.com/s/articleView?id=sf.mc_jb_activities_reference.htm&type=5) included in the journey.


The entry source establishes the customer information and circumstances that trigger the journey. Messaging activities can automatically send messages to those customers, and flow controls direct the customer along the paths of your communication plan based on the information provided throughout the journey.

The Omnichannel Connector app provides you with an entry source type (and corresponding Data Extension), messaging activity, and flow control activity that allow you to make use of the Conversation APIs functionality in your journey:

- The Omni Entry entry source collects inbound messages from Conversation API callbacks. Including this entry source in your journey allows you to dynamically respond to Mobile Originated (MO) messages. Use this entry source with the Omni Flow flow control.
- The Omni Flow flow control collects Conversation API-specific data from the data sources that precede it on the journey, including the Omni Entry entry source.
- The Omni Channel messaging activity allows you to send both omni-channel and channel-specific template messages on your journey. In addition to selecting which message template to use under which circumstances, you can also configure this activity to populate template parameters dynamically using any data collected throughout the journey.


Note:
The Omni Entry entry source, flow control activity, and message activity are designed to be used together. With careful administration, they may also be used with other components that are included in the Marketing Cloud Journey Builder.

The documents in this section detail the steps required to:

- [Prepare the tools you need to connect your accounts](/docs/conversation/integrations/omnichannel-connector/prerequisites)
- [Install the Omnichannel Connector app](/docs/conversation/integrations/omnichannel-connector/installation)
- [Connect your Salesforce account and Conversation API project to the Omnichannel Connector app](/docs/conversation/integrations/omnichannel-connector/connecting-accounts)
- [Use the Omni Channel message activity](/docs/conversation/integrations/omnichannel-connector/message-activity)
- [Use the Omni Entry entry source](/docs/conversation/integrations/omnichannel-connector/entry-source)
- [Use the Omni Flow flow control](/docs/conversation/integrations/omnichannel-connector/flow-control)
- [Troubleshoot your solution](/docs/conversation/integrations/omnichannel-connector/troubleshooting)
- [Answer FAQs](/docs/conversation/integrations/omnichannel-connector/faq)


Note:
Although information regarding the Omni Channel message activity is presented first, note that entry sources always, and flow controls often, precede message activities in a Marketing Cloud journey.