@Bhaskar Garg  - It seems that if you use a bot then you can not QUEUE chat transfers. If you transfer to agent from a bot and all agents are busy, it just goes straight to the No-Agent dialog even though you have setup queueing for the CHAT agent. This is a Huge GAP for us and almost negates the value of the BOT. Let me know if I am missing something and it does queue. If it does not, please consider supporting a TRANSFER that respects whether we have setup QUEUEING or not.  Thanks for the consideration.  IMPORTANT PART - the WHY: The WHY is because we want the bot to help if it can, but if it can't we don't want to force the customer away....we want THEM to choose if they want to wait or file a case online. The best would be to a) Support Queueing and b) Have the ability to easily(I know I can in callout) get the wait time to ask the customer if they want to wait or file a case. One More thing...this experience with the bot could actually push customers AWAY from Chat as they have this interactive experience then are pushed "OFFLINE" when the chat queue may not be much of a wait...that is counter productive! This also creates Case Backlog and phone/email tag that is unwanted by us and the customer.   @Peter Chung