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Queue not enforced when Einstein Bot chat is transferred to a non-default queue

Publiceringsdatum: May 21, 2026
Beskrivning
When queuing is enabled on a chat button that is associated to an Einstein Bot, that queuing configuration will not be enforced if the bot is configured to transfer the chat to a different queue via a Rule Action element.
Lösning

This is currently a limitation with Einstein Bots." This is insufficient for Agentforce deflection. Recommend expanding to: "This is a known limitation. As a workaround, ensure the Chat Button is configured to use the same queue that the bot will transfer to (i.e., the non-default queue). Alternatively, consider handling the queue assignment within the bot dialog itself using a Transfer to Agent dialog step, ensuring the target queue matches the button's configured queue. Refer to Set Up a Dialog Rule Step and Transfer Bot Conversations to a Queue."




Knowledge-artikelnummer

000381032

 
Laddar
Salesforce Help | Article