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Transfer Conversations from an Enhanced Bot to an Agentforce Service Agent

Transfer conversations from an enhanced bot to an AI agent with an Omni-Channel flow. You can save time and resources by routing customers to the point of contact that fits their use case best—whether that’s a simple self-service bot, AI agent, or service rep. For example, an Einstein bot can greet customers, resolve common inquiries, verify customer information, and filter spam messages. When a customer’s intent is complex, sensitive, or requires more personalization, the bot can transfer the conversation to an Agentforce Service agent.

Required Editions

Available in: Lightning Experience.
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions.
To use enhanced Messaging channels with AI agents, see required editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
To build and manage Agentforce Service agents:

Manage Agentforce Service Agents AND Manage AI Agents AND Agentforce Default Admin

OR

Customize Application
  1. Create an Omni-Channel flow that transfers a messaging session to an AI agent.
    1. Create an Omni-Channel flow from scratch.
    2. Add a Route Work action immediately before the end of the flow. Give the action a descriptive label, such as Transfer to AI Agent.
    3. Under Set Input Values, complete the required fields. For Record ID, select New Resource and then create a variable called RecordId with the data type Text that’s available for input. For Service Channel, select Messaging. For Route To, select Agentforce Service Agent and then your agent’s name.
      If Agentforce Service Agent or the agent’s name don’t appear in the Route To options, activate your agent, refresh Flow Builder, and try again.
    4. Save and activate the flow.
    All active Omni-Channel flows that route conversations to your agent with the Route Work flow action appear in the Inbound Omni-Channel Flows section of the agent’s Details page.
  2. Create a bot dialog that transfers the messaging session with the Omni-Channel flow that you created.
    1. Open your bot in Bot Builder. If your bot is active, deactivate it.
    2. From the menu, select Dialog.
    3. Add a dialog and give it a descriptive label, such as Transfer to AI Agent.
    4. From the Dialog Component Library, drag the Set Routing Type action onto the canvas. In the Step Properties panel, complete the required fields. For Route Type, select Omni-Channe. For Route Source, select the Omni-Channel flow that you created. For Destination Variable, select New Id Variable and then create an ID variable with a descriptive name, such as AI Agent.
      If your Omni-Channel flow doesn’t appear in the Route Source options, activate your flow, refresh Bot Builder, and try again.
    5. Click Add Rule Action. For the Rule Action field, select Transfer. For Destination Variable, select the ID variable that you created.
    6. Save the dialog and activate your bot.