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GruposService Cloud - Einstein BotsPergunta de Grazyelly Labes
Grazyelly Labes (Ravex) perguntou em Service Cloud - Einstein Bots
12 de mar., 19:32

Chat transfer from a human agent to an Einstein Bot.

 "Hi everyone, could you help me? I need the bot to automatically consume a specific queue. My Einstein Bot currently routes to a service queue where I have agents handling the chats. The idea is that at the end of the service, the agents transfer the chat back to the bot so it can perform a satisfaction survey. However, I can't seem to configure the bot to automatically pick up the survey queue. I created a queue with no agents, but when I transfer the chat to it, it just stays 'waiting' and the bot never takes over. How can I fix this? 

1 resposta
  1. Dhanashri Gadekar (Salesforce)
    13 de mar., 08:56

    Hello @Grazyelly Labes Einstein Bots are designed to initiate or receive a transfer from another bot, but they don't naturally "listen" to a standard Service Queue the same way a human agent does in Omni-Channel.

    When you transfer to a queue with no agents, the system sees an empty queue and holds the chat in "Waiting" status, expecting a human to eventually log in and "Accept" it. 

     

    so to resolve this - If your agents are using the Service Console, they shouldn't transfer to a "Survey Queue." Instead, you should provide them with a way to transfer directly to the Bot.

    • In the Bot Builder, ensure your survey is either a specific Dialog or a separate Survey Bot.
    • If using a separate bot, ensure it is "Activated."
    • In the Chat/Messaging window, agents can select the Transfer icon and look for the Bot destination rather than the Queue destination.

    For the bot to "consume" the chat immediately upon transfer:

    • Go to the Einstein Bot Builder.
    • Navigate to the Welcome or Start dialog of your Survey Bot.
    • Ensure the Bot is configured to handle the specific Channel (Chat or Messaging) that the original conversation started on.
    • When the transfer hits the bot, it will bypass the "Waiting" status because the bot is considered an "Automated User" that is always available.

     

    OR as a alternate solution, If you must use a queue-based approach (for example, if you want to track the survey "cases" separately), you need to use an

    Omni-Channel Flow.

    1. Create an Omni-Channel Flow: Set the flow to route the "Chat Lead" or "Messaging Session."
    2. Route to Bot Action: Instead of the standard "Route to Queue" block, use the Route to Bot block within the flow.
    3. Assign the Queue: You can still associate this routing with your "Survey Queue" for reporting, but the Flow explicitly tells the system: "Take this chat and hand it to Einstein Bot X."

    Hope this helps

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