To run an omnichannel flow, we only have to add that flow and make the "Use a flow for routing" check box on "Chat Buttons and Automated Invitations" true. Right? because my flow is not executing from Einstein Chat Bots. and I have to route the chat to the queue agents based on criteria when the user clicks on the transfer to agent button in the chatbot.
This is great! I'm looking for a similar solution for our company's need - we have a sales queue and a service queue. The company wants all chats to be routed first to the Sales queue, but if all the users on that queue are on status 'busy' or 'unavailable' - route to Service queue. Is there a way to grab the queue's users current statues and loop through them in order to create a routing decision?
Hello! So this is similar to a omni-channel flow that I am planning to use for a chat deployment in where I use some logic to route the transcripts to the appropriate queue but I'm wondering what happens to the transcript if no one is available, for example, in that VIP Queue? And when you set the capacity in the settings, it would only be looking at the capacity/availability of the people in that original chat queue, correct? I'll do some more digging on my own but I'm hoping you or someone who sees this can provide any working knowledge they've acquired! Thank you!
I mirrored your first flow configuration at 2:45 but when I save, I get this error: You must include a recordId Variable for flows of type RoutingFlow. Any thoughts?
Interesting 🤔 Sounds like the flow is not getting which “channel record” to send to the “route work” action. I would try saving it as a new flow. Or creating a new flow from scratch. Also, since this is an old video from when the feature was in pilot: I’d use current help-documentation for feature GA ➡️ help.salesforce.com/apex/HTViewHelpDoc?id=sf.omnichannel_flows.htm&language=en_US
@@LeCharlesLozanoBD I will try creating a new flow, sound simple enough. Thanks for the advice! I appreciate you taking the time to respond. Happy Trailblazing!
Hi Carlos, I have implemented this but it seems like there is a bug. The fallback queue is not hit if there is nobody available in the the alternative queue (in this example the VIP queue), the chat hangs and indefinitely displays "An Agent is on the way". Is there any solution for fallback routing if users are not logged into every queue in the flow?
Thanks for taking the time to check this out. You are raising a great point, Aidan. Yes, currently you'd need users on queues for it to work because of the 'synchronous nature of Salesforce Live Agent Chat. This is something that will be solved when launching our 'asynchronous' channels in the upcoming releases.
@@LeCharlesLozanoBD thanks for the update! Do you know if there is a way around this issue using the skill based routing method? I am assuming there will always be an issue if someone at the end of the routing line is not logged in (as in nobody for a single necessary skill in the pipeline is active at the moment)
Kinda bummed that this example doesn’t work. Support doesn’t even know this video is out there and makes people sound like they are doing it wrong. You’d think a broken beta flow would just be fixed instead of left useless.
![[Spoiler Alert] Einstein Knowledge Bot Pilot for Service Slack App!](http://i.ytimg.com/vi/9e-0VQMitz4/mqdefault.jpg)
Hi Carlos, Do you have any latest video for the MIAW flow created
To run an omnichannel flow, we only have to add that flow and make the "Use a flow for routing" check box on "Chat Buttons and Automated Invitations" true. Right?
because my flow is not executing from Einstein Chat Bots.
and I have to route the chat to the queue agents based on criteria when the user clicks on the transfer to agent button in the chatbot.
This is great! I'm looking for a similar solution for our company's need - we have a sales queue and a service queue. The company wants all chats to be routed first to the Sales queue, but if all the users on that queue are on status 'busy' or 'unavailable' - route to Service queue.
Is there a way to grab the queue's users current statues and loop through them in order to create a routing decision?
Hello! So this is similar to a omni-channel flow that I am planning to use for a chat deployment in where I use some logic to route the transcripts to the appropriate queue but I'm wondering what happens to the transcript if no one is available, for example, in that VIP Queue? And when you set the capacity in the settings, it would only be looking at the capacity/availability of the people in that original chat queue, correct? I'll do some more digging on my own but I'm hoping you or someone who sees this can provide any working knowledge they've acquired! Thank you!
I mirrored your first flow configuration at 2:45 but when I save, I get this error: You must include a recordId Variable for flows of type RoutingFlow.
Any thoughts?
Interesting 🤔 Sounds like the flow is not getting which “channel record” to send to the “route work” action. I would try saving it as a new flow. Or creating a new flow from scratch. Also, since this is an old video from when the feature was in pilot: I’d use current help-documentation for feature GA ➡️ help.salesforce.com/apex/HTViewHelpDoc?id=sf.omnichannel_flows.htm&language=en_US
@@LeCharlesLozanoBD I will try creating a new flow, sound simple enough. Thanks for the advice! I appreciate you taking the time to respond. Happy Trailblazing!
Hi Carlos, I have implemented this but it seems like there is a bug. The fallback queue is not hit if there is nobody available in the the alternative queue (in this example the VIP queue), the chat hangs and indefinitely displays "An Agent is on the way". Is there any solution for fallback routing if users are not logged into every queue in the flow?
Thanks for taking the time to check this out. You are raising a great point, Aidan. Yes, currently you'd need users on queues for it to work because of the 'synchronous nature of Salesforce Live Agent Chat. This is something that will be solved when launching our 'asynchronous' channels in the upcoming releases.
@@LeCharlesLozanoBD thanks for the update! Do you know if there is a way around this issue using the skill based routing method? I am assuming there will always be an issue if someone at the end of the routing line is not logged in (as in nobody for a single necessary skill in the pipeline is active at the moment)
Going to assume this is a no as well
Kinda bummed that this example doesn’t work. Support doesn’t even know this video is out there and makes people sound like they are doing it wrong. You’d think a broken beta flow would just be fixed instead of left useless.