We transfer live WhatsApp conversations (Enhanced Messaging channel, PlatformType=Enhanced) to an Enhanced Bot (richContentEnabled=true) using a RoutingFlow with the Route Work action (routingType = Bot, Service Channel = Messaging/sfdc_livemessage). This worked for about 2 years and stopped working reliably a few days ago.
Symptom: routeWork creates a PendingServiceRouting, but BotId comes back null, and the record falls back to the fallback queue instead of reaching the bot - no error shown to the agent. This does not happen on every single transfer attempt - it fails in some cases and works in others, with no clear pattern identified yet on our side.
We also tested inserting PendingServiceRouting directly via Apex with BotId populated (bypassing routeWork entirely). The insert succeeds, but in the failing cases the record is never dispatched (IsPushed stays false indefinitely) - the conversation never reaches the bot either way.
This reproduces in our Production org and two sandboxes. No relevant setup changes were found in Setup Audit Trail around when this started failing.
Has anyone seen PendingServiceRouting.BotId intermittently fail to dispatch to an Enhanced Bot over Enhanced Messaging for WhatsApp? Any known cause or fix?
#Omni Channel
