We can route Salesforce Messaging for In-App and Web Sessions to BOT when agents are Offline or Unavailable and route to the queue when agents are available using Omni-Channel Flow.

Note:

This Blog Post is applicable for Salesforce Messaging for In-App and Web. Salesforce Messaging for In-App and Web requires licensing and it’s not a free feature available to test.

Omni-Channel Flow:

Omni-Channel Flow Queue Availability Check:

Omni-Channel Flow Routing Decision:

Omni-Channel Flow Route to Queue:

Omni-Channel Flow Route to BOT: