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Einstein chatbot does not initiate and transfers to an agent

Fecha de publicación: Jun 2, 2026
Descripción

If a chatbot is using standard bot user and configured to use flow invocable actions in the Welcome or Main Menu dialogs, then the bot may transfer the session directly to an agent without executing those flows. This happens since standard bot user does not have access to run flows. 

This may also be caused due to invalid input/output parameters on the invocable actions  added to the Welcome or Main Menu dialogs or reference to elements such as a messaging component that may become invalid after bot migration from one org to another.

 

 

Solución

This behavior occurs when the bot user does not have the 'Run Flows' permission. 
To resolve:
1. Go to Setup → Permission Sets.
2. Open the Einstein Bot permission set (or the custom bot user's permission set).
3. Under System Permissions, enable 'Run Flows'.
4. Alternatively, navigate to Setup → Users, find the custom bot user, and assign a permission set that includes Run Flows.
5. Re-test the bot by initiating a chat session and verifying the Greeting/Main Menu dialog executes without immediately transferring to an agent. Also review any Invocable Action input/output parameters for validity if the issue persists after enabling the permission.

Recursos adicionales

Understanding Bot Permissions

Número del artículo de conocimiento

002324779

 
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Salesforce Help | Article