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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.

Required Editions

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

Customize Application

OR

Modify Metadata

OR

Manage Bots
Note
Note To use direct transfer to another enhanced bot instead of Omni-Channel Flow, follow the Standard Bot steps for bot-to-bot transfers. Direct bot-to-bot transfers from enhanced to standard bots aren’t supported.

Before you begin, in Flow Builder, create an Omni-Channel flow for your transfer use case.

After you create your Omni-Channel flow, navigate to the Bot Builder to set up a transfer using your flow.

To transfer conversations, use the Transfer rule action. If you transfer conversations using the End Chat action, then messaging sessions are ended.

  1. Create an ID variable to define the destination Omni-Channel flow.
    1. In the Bot Builder menu, select Variables and click New.
    2. For the Data Type, select ID. For the SObject Type, select Omni-Channel Flow.
    3. Save your changes.
      The New Variable form with all fields completed to define a destination Omni-Channel flow
  2. In a dialog, add a Set Routing Type dialog step with the same flow ID variable to initiate the transfer.
    1. In the Bot Builder, navigate to the dialog you want to transfer from. Then from the Dialog Component Library, drag the Set Routing Type dialog step onto the canvas.
    2. In the Step Properties panel, complete these fields:
      Field Input
      Route Type Select Omni-Channel Flow.
      Route Destination Select the Omni-Channel flow to use to transfer the conversation.
      Destination Variable Select the ID variable that you created.
    3. Click Add Rule Action.
    4. In the Rule Action field, select Transfer. In the Destination Variable field, select the ID variable set in the previous step to point to your Omni-Channel flow.
      A Set Routing Type dialog step configured to transfer to an Omni-Channel flow
    5. Save the dialog.

All conversations that aren’t routed go to the No Agent Available dialog.