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            Route Work Items to an Enhanced Bot

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            Route Work Items to an Enhanced Bot

            Automatically route conversations to an enhanced bot using enhanced Messaging channels, based on your business criteria.

            Required Editions

            View supported editions for Einstein Bots.

            Enhanced Bots work only with enhanced channels, including Enhanced Chat and enhanced third-party channels. To access enhanced channels, contact your Salesforce account executive. Omni-Channel Flow for Chat is not available for Einstein Bots.

            Before you begin, create and activate an enhanced bot.

            1. Select an existing Omni-Channel flow to edit, or follow the steps to create an Omni-Channel flow from scratch.
            2. Drag the Route Work action onto the canvas. Route Work actions are the last object in the flow.
            3. Give the action a label and API name and optionally, a description.
            4. Under Set Input Values, complete the required fields.
              • For the Record ID field, select the recordId variable that you created.
              • For the Service Channel field, select Messaging.
              • For the Route To field, select Bot to populate the list of enhanced bots.
            5. Under Bots, select your bot. Only active bots are available. If your bot doesn’t appear in the list, activate your bot, refresh Flow Builder, and try again. If you deactivate your bot later, it’s still associated with any flows that you added it to.
            6. Under Queue, select a fallback queue where the Omni-Channel Flow sends the conversation if routing is unsuccessful.
            7. Save your changes.

            All Omni-Channel flows that route conversations to your bot appear in the Inbound Omni-Channel Flows section of the Bot Overview page.

            See Also

             
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