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Bernardo Lira 1Bernardo Lira 1 

Skill based BOT routing


We're trying to route bot conversations to skill-based queues (the key issue here is "bot"). Here's what we want to do:

The visitor enters a dialog with an Einstein bot (no request type is entered in the pre-chat form) and if they want to transfer to an (human) agent, the bot will transfer to a "general knowledge" queue that will use its own method to choose the next available agent.

But if the visitor chooses a specific option in a menu ("Sales" it is), then the bot will automatically transfer them to a "sales skilled" queue (not the "general knowledge" queue).

Here is a brief description of the flow:

Skill based routing (bot) flow
I suppose we could define a context variable (or entity?) containing the skill, and by default it is "general knowledge". Whenever the visitor requests a transfer, the bot will know which skill-bases queue will transfer.

Any time the visitor clicks the "Sales" menu option, the variable will change to "sales".

How can we achieve this?

Thanks in advance, Bernardo
PriyaPriya (Salesforce Developers) 

Hi Bernardo,

Kindly refer this salesforce article to configure the bot set up :- 

https://help.salesforce.com/articleView?id=sf.bots_service_transfer_skills.htm&type=5

If the above information helps you, please mark it as best answer.

Regards,

Priya Ranjan

Suzanne ShanksSuzanne Shanks
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