March 26, 2021

Messaging Sessions getting transferred to Agents from Einstein Bot in Salesforce

When an error or exception occurs, Bot immediately transfers the Messaging Session to an agent(Omni-Channel).

Error Handler Dialog can be used to avoid this issue. Using Error Handler Dialog, we can show user-friendly message to the customer. We can avoid transferring it to the agent also.

1. Create a simple Bot.

Welcome Dialog:
 

Close Case Dialog:
 

Error Handler dialog:
 

2. Test by making an exception. I have made my Flow to cause an exception.


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