Einstein Bots are team players. They’re great at passing conversations to the team member that is most likely to solve a customer issue. Whether you program your bot to transfer to a service rep or to another bot, the following steps show you the best way to set up bot conversation transfers.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To build and manage Einstein Bots: |
Customize Application OR Modify Metadata OR Manage Bots |
Use the Transfer to Agent System Dialog to Transfer Conversations
You can transfer conversations to a service rep in the queue attached to the deployment or connection defined on the Overview page by pointing to the Transfer to Agent dialog. Select Transfer to an agent in the Next Step section. If you set any other transfer dialog steps, the bot ignores the Next Step and uses the dialog step instructions instead.
Use a Dialog Rule Step to Transfer Conversations
You can also use Rule dialog steps to transfer conversations to a specific queue or to another bot.
- Transfer Bot Conversations to a Queue
You can route bot conversations to a queue of service reps by using Rule dialog steps. And you can help customers who initiate a transfer when service reps are offline with the No Available Agents dialog. - Transfer Bot Conversations to Another Bot
Create custom solutions in your org by adopting a multi-bot strategy. Use dialog Rule steps to transfer bot conversations to another bot. - Use Skills-Based Routing to Transfer Bot Conversations
Increase customer satisfaction with skills-based service rep routing and bots. Now you can route work items to service reps that can best serve customer needs based on skills like language or technical expertise. Skills-based routing makes bots the first point of customer contact. The bot identifies the required skills then transfers the customer to the next available service rep that matches their needs. Skills-based routing works the same across all channels.