Use an outbound Omni-Channel flow to route conversations from an enhanced bot to a
queue, a service rep, a skill, or another bot over enhanced Messaging channels. Specify a
default outbound Omni-Channel flow to route from the Transfer to Agent dialog and the Transfer
to Agent Next Step. To route conversations to an outbound Omni-Channel flow other than the
default, set up a custom transfer with the Set Routing Type dialog step. Enhanced bots also
support direct transfers to another enhanced bot.
Required Editions
- 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.
- Transfer Conversations with the Set Routing Type Dialog Step
Use the Set Routing Type dialog step to route enhanced bot conversations to a different outbound Omni-Channel flow than the default outbound Omni-Channel flow. To route conversations from the Transfer to Agent dialog or the Transfer to Agent Next Step, use the Outbound Omni-Channel Flow setting instead.
