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Set up a Bot-to-Rep Transfer in Enhanced Chat

Edit your Omni flow to transfer messages from a bot to a single service rep or a queue.

Required Editions

View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
  1. From Setup, enter Flows in the Quick Find box, and then select Flows.
  2. Find the outbound flow that’s associated with your enhanced bot, and click the Flow Label to open it in the editor.
  3. Click the Route Work flow action.
  4. In the Route To field, select queue or agent (for a single or variable service rep).
    1. If you selected Queue, either route to a specific queue or use a variable to find the appropriate queue.
    2. If you selected Agent, follow the steps here.
  5. Click Done.
  6. To optimize this experience, optionally add the Check Availability for Routing action.
  7. Save your changes.