How to allow Salesforce Agents to Transfer to BOT in Messaging for In-App and Web?

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How to allow Salesforce Agents to Transfer to BOT in Messaging for In-App and Web?

InfallibleTechie Admin

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.  

2. Create an Omni-Channel Flow. In the Omni-Channel Flow, use Route Work element to route the Session to a BOT. 

Output:

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