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Route Customers to Your Sales Team
Distribute incoming messages among available sales team members using a conversation queue, let your Buyer Assistant bot route conversations to team members, and add an Omni-Channel flow to your bot’s actions.
Required Editions
| Available in: Lightning Experience |
| Available with Sales in Performance and Unlimited Editions |
| Available with Sales Engagement, which is available in Performance and Unlimited Editions, and for an extra cost in Professional and Enterprise Editions |
| User Permissions Needed | |
|---|---|
| To assign a custom chatbot user: | Manage Users |
| To create or edit queues: | Customize Application AND Manage Public List Views |
Let your buyer assistant access Salesforce objects and perform actions that require additional permissions. Select a user for your Buyer Assistant bot and assign them the Buyer Assistant permission set. Then go to the Bots Overview page, select Custom User, and assign that user to the bot. When you’re done making changes, activate the bot.
To let your sales team members use queues and other routing features, assign them the Messaging for In-App and Web User permission set.
- To distribute conversations among available sales team members, add queue members to the conversation queue. Queue members can be individuals, roles, public groups, territories, connections, or partner users. Depending on your sharing settings, only queue members and users above them in the role hierarchy can own records in the queue.
- By default, your buyer assistant routes conversations to the record owner associated with the customer. Review the Send to Record Owner flow and start customizing how conversations route to your team. For example, add powerful routing rules to route conversations based on specified criteria.
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To trigger routing, add the Send to Record Owner flow to your bot’s Route Chat to Omni
dialog.
- To launch Bot Builder, click your Buyer Assistant bot’s name. Then deactivate your bot so you can make edits.
- On the Dialogs page, click the Route Chat to Omni dialog under Routing.
- In the Step Properties panel for the Rules step, add a Set Routing Type rule action. Set the routing type to Omni-Channel Flow and the route destination to Buyer Assistant - Send to Record Owner. Then select Route Destination Id (Id) as the destination variable.
- Add a Transfer Rule action. Select Route Destination Id (Id) as the destination variable. The side panel now has three rule actions: Call Dialog, Set Routing Type, and Transfer.
- Delete the Message dialog step and then save your changes.
Next, fine-tune your bot’s routing and add it to your website.
