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hello everyone In this video we are
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see how to allow agents to manually
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transfer Salesforce messaging sess
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sessions that are stuck in the queue to
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Einstein bot As of now it is a manual uh
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process which will allow the agents to
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transfer Maybe in the future if it is uh
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available with uh record trigger flow or
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uh uh through apex then it will be a
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manual instead of manual it will be a
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automatic process In order to achieve
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this I have created a screen flow in the
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welcome screen I am displaying the
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ids here IDs is an input
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variable in the flow Make sure the API
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sensitive So this is the variable I'm
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displaying it on the welcome screen Next
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I'm making use of route workflow
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element Instead of single I'm using
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multiple because I wanted to transfer
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multiple messaging session records to
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bot Route two I have selected enhanced
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bot And in the enhanced bot I have
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selected my enhanced uh Einstein bot For
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the fallback Q I have selected a
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Q Next in the messaging session object I
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button with the button or link URL as
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/flow slash the API name of
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So this flow will be invoked when this
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transfer to bot list view button is
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clicked As of now in my Salesforce or I
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don't have any waiting messaging
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sessions Let's initiate a messaging
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session I'm going to say
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It is waiting for an agent to pick it up
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Let's go to Omni supervisor also to
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that all the agents are not available in
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the Q's backlog In the messaging session
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total waiting is one So now if I go to
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messaging sessions and if I select
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waiting messaging sessions So this is
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sessions but the status equals to
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If I select it and if I click transfer
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to bot list view button it will get the
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messaging session record ids which I
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selected in the ids uh variable and then
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it will display that and then it will
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route it and then in the final screen it
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will say that it is transferred to the
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bot Let's select it Click transfer to
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bot So this is the messaging session It
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is going to transfer it to the bot As of
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now it is still waiting for the agent
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Since the agents are not available as in
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service supervisor I'm going to assign
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this to my Einstein bot So click
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next Okay The selected messaging
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sessions is are transferred to the bot
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Now let's verify whether it is
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transferred to the bot Yes Once I
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transferred the bot joined and the
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welcome dialogue on the main menu
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executing So with the help of screen
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flow and a list view button we can allow
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agents to manually transfer stuck
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Salesforce messaging sessions to the
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helpful Thank you for watching
