To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
This is the primary type used to route the conversation from the bot to the queue.
The consultant can build a flow with a specific action to "Route Work Item."
This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
While not required for basic transfers, dialogs can be used to enhance the user experience during the transfer process.
For example, the consultant can create a dialog that informs the customer about the need to transfer the conversation to a live agent and provides estimated wait times.
Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?