BOT is failing and routing the Chats to Agents in Salesforce

1. Check the Session Logs and troubleshoot the issue. Session log will capture the error. Sometimes, the exception may be from Flow or Apex.
2. Use Omni-Channel routing for Queue-based routing. If you get routableId and/or ContactId null in Flow when passed from the Bot, change the button Routing Type to Omni-Channel resolve the issue.

In chatbot implementations, Omni-Channel routing is preferred over Live Agent routing. One key difference between Omni-Channel and Live Agent routing is that Omni-Channel creates the LiveChatTranscript record upfront. Live Agent routing creates the transcript record after the chat session is complete. Bot accesses data during the chat session. So, use Omni-Channel based routing.

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