Loading
Build AI Solutions for Service
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Transfer Bot Conversations

            You are here:

            1. Salesforce Help
            2. Docs
            3. AI Solutions for Service

            Transfer Bot Conversations

            Einstein Bots are team players. They’re great at passing conversations to the team member that is most likely to solve a customer issue. Whether you program your bot to transfer to a service rep or to another bot, the following steps show you the best way to set up bot conversation transfers.

            Required Editions

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

            Customize Application

            OR

            Modify Metadata

            OR

            Manage Bots

            Use the Transfer to Agent System Dialog to Transfer Conversations

            You can transfer conversations to a service rep in the queue attached to the deployment or connection defined on the Overview page by pointing to the Transfer to Agent dialog. Select Transfer to an agent in the Next Step section. If you set any other transfer dialog steps, the bot ignores the Next Step and uses the dialog step instructions instead.

            Use Next Step to transfer to a service rep or queue.

            Use a Dialog Rule Step to Transfer Conversations

            You can also use Rule dialog steps to transfer conversations to a specific queue or to another bot.

            • Transfer Bot Conversations to a Queue
              You can route bot conversations to a queue of service reps by using Rule dialog steps. And you can help customers who initiate a transfer when service reps are offline with the No Available Agents dialog.
            • Transfer Bot Conversations to Another Bot
              Create custom solutions in your org by adopting a multi-bot strategy. Use dialog Rule steps to transfer bot conversations to another bot.
            • Use Skills-Based Routing to Transfer Bot Conversations
              Increase customer satisfaction with skills-based service rep routing and bots. Now you can route work items to service reps that can best serve customer needs based on skills like language or technical expertise. Skills-based routing makes bots the first point of customer contact. The bot identifies the required skills then transfers the customer to the next available service rep that matches their needs. Skills-based routing works the same across all channels.
             
            Loading
            Salesforce Help | Article