Salesforce Einstein BOT can be used to create Case only when Agents are unavailable.
1 “Check Availability for Routing” Flow Component can be used to find whether any agents are available to assist the customers.
2. Create a Flow for creating Case.
Create Case Configuration:
Update Messaging Session Configuration:
3. In the BOT, call the Flow. If the agents are not available, redirect them to a Dialog to create the Case.
Case Creation Dialog Configuration:
Output:
Agents Available Salesforce Enhanced SMS:
No Agents Available Salesforce Enhanced SMS:
