March 19, 2021

How to handle incoming SMS Messages without an Agent in Salesforce?

Einstein Bot can be used to handle incoming SMS Messages without an Agent. If the user need to connect with an Agent, we can transfer the session to an Agent with Transfer to an Agent dialog.

Please check the below implementation
1. Flow - To get the Case number and update the Case status to Closed.


2. Bot with Text Channel to handle SMS Messages.


3. Sample Close Case Dialog to call the flow.


Output:

 
If any error or exception occurs, the Bot will transfer the session to the available agent to handle.


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