External multi-channel communication modularization, routing, transmission, and access control in a database system

Abstract

A request to establish a communication session from an end point to a tenant of a computing services environment may be received from an external computing system managed by an external entity in accordance with a designated communication package definition configured by the external entity and defining access information for a designated communication channel outside of the computing services environment. An agent account of a plurality of agent accounts associated with the tenant may be determined based on routing configuration information specified in the designated communication package definition. The communication session may be established via the designated communication channel from the end point through the external computing system and the computing services environment to a first client machine authenticated to the agent account. One or more messages may be transmitted from the end point to the first client machine via the communication session.