We can route Salesforce Chats to BOT when agents are Offline or Unavailable and route to the queue when agents are available using Omni-Channel Flow. Salesforce Messaging for In-App and Web ....
Object Search can be used to search and display Knowledge Article in Salesforce Einstein BOT. Sample BOT: Welcome Dialog: Main Menu Dialog: Dialog to Display Knowledge Article: Sample Knowledge Article: ....
We can use Einstein BOT Context Variable to greet Customers without Pre-Chat Form in Salesforce Chat. 1. Create a Custom field in Chat Transcript object. This field will be used ....
To show Picklist Field Values Dynamically in the Salesforce BOT, use Flow to fetch Picklist values from the Picklist Value Info Object and use it as the Dynamic choices in ....
An escalation in Salesforce Einstein BOT is any attempt to transfer to an agent, queue, or another Einstein BOT. The transfer was initiated due to an error or exception or ....
Salesforce Article Answers with Einstein Bot helps us avoid transferring Chats to agents when Knowledge articles can assist the customers. 1. As an admin make sure Knowledge User check box ....
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 ....
Error Handler Dialog missing in Salesforce Einstein BOT The Error Handler system dialog is available for new bots created after Salesforce Spring '21 Release. For the existing Bots, you can ....
In the following example, if the message is in the format "Case Number:XXXXXXX", then the case number after colon will be passed to Apex to find the Case Status. Sample ....
1. Enable "Service Cloud User" and "Chat User" on your User Detail. 2. Go to Omni-Channel Settings in Setup and enable "Enable Omni-Channel". 3. Go to Chat Settings in set ....
