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Intelligently Transfer Bot Sessions During Conversations

Transfer each bot session to the right agent or queue by overriding the default queue on Chat buttons or the channel ID for Messaging. Create rule actions that route conversations to agents in specialized queues.

Where: This change applies to Lightning Experience and Salesforce Classic in Enterprise, Performance, Unlimited, and Developer editions. Setup for Einstein Bots is available only in Lightning Experience.

Who: Einstein Bots is available to orgs with both Service Cloud and Chat user licenses. Each org is provided with 25 Einstein Bots conversations per month for each Chat user with an active subscription. To make full use of the Einstein Bots Performance page, you also need Service Cloud Analytics.

How: Create a rule on a dialog, and under Rule Action, select Set Routing Type.

A rule action on a dialog with Set Routing Type highlighted.

For Route Type, select a queue or bot. For Route Source, select the queue or bot whose default queue you want to override.

A rule action where Route Type is Queue and Route Source is a chat queue.

Choose a variable to store the queue that overrides the default one. (If this variable isn’t created, you must create it). Set the next step to Transfer to an agent.

A rule action with the Destination Variable selected as Specialized Queue, and Transfer to Agent selected as the Next Step.

You can transfer sessions immediately by creating a rule with an action that transfers to an agent to the destination variable you already set.

A rule action with Transfer to Agent specified to a Destination Variable set earlier. Next Step includes Transfer to agent.