Hi there, Trailblazers! Perhaps one of you can can tips me, because Salesforce Support is still looking for a solution. I see in our Einstein Bot, In Dialogs, that you can add routing settings for the current chat. But I don't understand what I'm doing wrong, or something is missing. So from Einstein Bot Builder I go to Dialogs > Transfer To Agent > Click to "Add a Rules" (looks as a Plus symbol) or "+" > Rule Action: Select "Set Routing Type" and Route Type: Select "Omni-Channel Flow", Route Destination: Select "My Omni-Channel Flow", which I nearly created and then I have a troubles with Destination Variable. Please, check a Screenshots below:
Which API Name I need to add there if I need the route inputs LiveChatTranscript?
My Omni-Channel Flow works fine, but only on Chat Buttons without Einstein Bot. But I need to add this routing type on the Chat Button with Einstein Bot.
@Oleksandr Kuzheliuk I have been told the same thing, that only the Enhanced Bot has the feature to allow for using omni-routing for a bot. I asked the same question about why I can see the UI in the bot build and was told that it just was set up the same for both enhanced, and standard bots, not ever meant to be used with standard bots.
We have made it clear that the omni-routing is critical to our business, but the best we have been offered so far is a meeting to compare road maps and see where we can best take advantage of new developments on the Salesforce side. They did not directly guarantee that the feature will be coming out in the upcoming release, but they made it seem that way and I will try to get a commitment from them when we meet soon.
I will share anything else I learn as it comes in.
