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Specify a Default Outbound Omni-Channel Flow

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Specify a Default Outbound Omni-Channel Flow

Route conversations from your bot with the default Outbound Omni-Channel Flow setting. Your enhanced bot uses the default outbound flow as the routing destination for the Transfer to Agent system dialog and the Transfer to Agent Next Step. To route conversations to an outbound Omni-Channel flow other than the default, you can set up a custom transfer with the Set Routing Type dialog step.

Required Editions

View supported editions for Einstein Bots.
View supported editions for Messaging.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots

Before you begin, in Flow Builder, create an Omni-Channel flow for your transfer use case. To create and manage Omni-Channel flows, turn on Omni-Channel.

These Help topics cover how to create an outbound Omni-Channel flow from scratch. But depending on how you created your enhanced bot, Salesforce may have done some of the work for you. Each path to creating an enhanced bot gives you a different head start on outbound routing. To learn more, visit Create an Enhanced Bot.

After you create your Omni-Channel flow, go to the Bot Builder to set up a transfer using your flow.

  1. From the Bot Builder menu, select Overview.
  2. In the Settings section, to edit the Outbound Omni-Channel Flow panel, click The Edit button.
  3. In the Omni-Channel Flow field, select an Omni-Channel flow.
    Outbound Omni-Channel Flow setting on the Bot Overview page

    This field shows active and inactive Omni-Channel flows. If you select an inactive flow, the flow doesn’t route conversations from your bot until you activate it in Flow Builder.

  4. To save your changes, click Save icon.

When the bot attempts a transfer with the Outbound Omni-Channel Flow setting and either no flow or an inactive flow is specified, the bot moves to the No Agent system dialog.

See Also

 
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