Using Rule Action, we can transfer Chats from BOT to a Queue in Salesforce.
Sample Rule Actions:
In the above example, in the first Rule Action, “Set Routing Type” is used. Route Type is set to Queue and the Queue is selected in the Route Destination. In the Destination Variable, the Queue Id is stored in Einstein BOT Variable. In the next Rule Action, Transfer action is used. In the Destination Variable, the same Einstein BOT Variable is used to transfer the chat to the Queue.
