Hi,
I'm working on improving an existing Salesforce Chat solution by implementing Einstein Bots.
My First question is, if all Agents under a Queue are Online but busy with other chats, can the Bot accept the new incoming chat?
Once I activated the bot, it takes over every new chat even if Agents are Online & Available... Which is not what I want, I only want to Chatbot to take a chat if all Online Agents are busy.
Second Question, could you confirm it's possible to configure the Bots to route the New Visitor into a Temporary Queue (called Queue 2) until one agent become available? If it is possible, could you guide where I should start to do so?
Thank you
1 answer
What you are looking for exactly may not be possible-:
