Configure Embedded Messaging with a case management bot. With the bot, your employees can create cases and find case statuses rapidly.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To open, edit, or create a flow in Flow Builder: | Manage Flow |
Use these case management bot templates to create a case management bot and integrate it with Embedded Messaging: Industry Case Management Bot and Case Management Lite Bot.
There’s only one difference between the two bot templates: the bot created from the Industry Case Management Bot template generates an engagement topic record automatically. See Get Started with the Case Management Enhanced Bot Templates.
Return to the Omni-Channel flow that you created when you prepared a Salesforce org, and associate it with a case management bot.
- From Setup, in the Quick Find box, enter Flows, and select Flows.
- Find and select your previous Omni-Channel flow from the list.
- Edit the Route Work element, and select a case management bot from the Route To dropdown list.
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Activate the flow.
With this flow, an employee can chat with a bot to create and track cases and also chat with a support rep for further support.