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Using Transfer icon, Salesforce Agents can transfer the active Chat Session to an Omni-Channel Flow. In the Omni-Channel flow, we can use Route Work element to route the Session to a BOT.
In this Blog Post, I have used a BOT to collect Chat Experience Feedback. The Agents will transfer the Chat session to the BOT using the Omni-Channel Flow.
Steps:
1. Create a Survey BOT.
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2. Create an Omni-Channel Flow. In the Omni-Channel Flow, use Route Work element to route the Session to a BOT.
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Output:
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