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Salesforce Einstein BOT can be used to create Case only when Agents are unavailable.
Blog Post:
https://www.infallibletechie.com/2025/01/create-case-via-salesforce-enhanced-sms-channel.html
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0:07
hello everyone in this video we are
0:09
going to see how to create case record
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whenever no agents are available to
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assist the
0:18
customer using Salesforce enhanced SMS
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Channel my use cases whenever a SMS
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comes to my enhanced SMS channel in
0:28
Salesforce
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it should create a case if the agents
0:33
are not available to
0:35
assist I have set up my Einstein bot in
0:40
the welcome dialogue I am sending a
0:41
message and then it is starting my main
0:44
menu in the main menu I am calling a
0:48
flow the flow name is check messaging
0:51
session Q
0:52
availability after sending a message it
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will invoke this flow in this flow I'm
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making use of check availability for
1:00
routing uh flow
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element and then I'm checking for this
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messaging session
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queue how many agents are available in
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online status and available to assist if
1:13
no agents are available to assist if
1:15
everybody is offline then it will create
1:18
a case to me so this is the flow where I
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am getting uh um number of available
1:25
agents and then I'm passing it back to
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the Einstein B
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so in this Einstein bot I created a
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number of available agents a number data
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type variable and then it will be stored
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here the first uh Thing Once the flow is
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executed it is checking whether the
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number of available agents is equal to
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to zero if it is zero it will redirect
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to case creation
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flow so in this case creation sorry it
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will go to the case creation dialogue in
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the case creation dialogue I asking what
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is the issue and then I'm storing that
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value in a variable called K subject I'm
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asking can you share additional
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information and then I'm storing that
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value in case description
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variable I have made use of messaging
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session ID this is a custom variable of
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type
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ID and then I'm setting the value of
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routable ID this context routable ID is
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standard Salesforce U routable ID
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whenever you uh create an enhanced einin
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bot it will
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create and then I map I have mapped it
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to messaging session ID variable this is
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my custom variable let me show those
2:45
variables so that we will have an idea
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so this messaging session ID is a custom
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variable and routable
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ID is my uh uh context variable so since
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I'm going to make use of enhanced uh
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uh SMS Channel I created uh a connection
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with the text to type as connection
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field name messaging session ID APA name
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is messaging session. ID this is
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mandatory else we won't get the routable
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ID the routable ID will be null if this
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mapping is not return if you're going to
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use the same use case for Apple message
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messages for business or Whatsapp
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Channel or for messaging for inapp and
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web then you have to add those channels
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here I'm reusing the same bot with mult
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multiple channels so I have added all
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the channels where I'm using this
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bot next I'm displaying the ID we can
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ignore
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that next I'm calling create case flow
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here I'm passing the subject messaging
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session ID and the case
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description this is the bot sorry this
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is the flow
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uh the the bot is invoking based on the
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case description based on the um case
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subject I'm creating a new case with
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this status as ID sorry with the status
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as new in the update messaging session
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update records flow
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element using the messaging session ID
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I'm getting the messaging session record
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and then I'm updating the case ID field
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okay and then once the case is created I
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will send a message stating that a case
4:37
is created our support agent will call
4:39
you an assist next it will call the End
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chat it will go to the End chat and then
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it will end the conversation by sending
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a
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message okay next in the messaging uh
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Channel I am used Omni Channel routing
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type as Omni omn flow and then this is
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the flow I'm I'm making use of route to
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enhanced SMS bot in the route to
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enhanced SMS bot flow it's an omni
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Channel flow here I'm making use of
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Route work in the route
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work I am passing the record ID so this
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record ID uh it is available for input
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and it is very it is case sensitive so
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please be very careful whenever you
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declare this variable
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name this is the channel I have selected
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the route to as bot and this is the bot
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which we are discussing so whenever a
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message comes in to this enhanced SMS
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Channel it will go to this bot because
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it will invoke this route to enhanced
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SMS bot flow and then it will route the
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message to the enhanced SMS bot and the
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bot will invoke welcome dialogue it will
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go to the main menu it will check
5:53
whether the agents are available if the
5:55
agents are not available it will go to
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the case creation it will ask
6:00
the questions it will create the case
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record and then it will update the
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customer saying that a case is created
6:06
our support agent will call you once the
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case is created the support agents
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whenever they are uh available they can
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check the cases and then they can call
6:16
back the customer and
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assist so so
6:23
whenever the agents are available
6:29
it will directly send them the menu
6:33
items that are available if no agents
6:35
are available it will ask the questions
6:38
and then it will create a case for
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them I hope it was
6:51
helpful thank you for watching
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