videocam_off
This livestream is currently offline
Check back later when the stream goes live
Up next in 10
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
Show More Show Less View Video Transcript
0:07
hello everyone in this video we are
0:09
going to see how to create case record
0:13
whenever no agents are available to
0:16
assist the
0:18
customer using Salesforce enhanced SMS
0:22
Channel my use cases whenever a SMS
0:26
comes to my enhanced SMS channel in
0:28
Salesforce
0:30
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
0:54
will invoke this flow in this flow I'm
0:58
making use of check availability for
1:00
routing uh flow
1:02
element and then I'm checking for this
1:05
messaging session
1:07
queue how many agents are available in
1:10
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
1:22
am getting uh um number of available
1:25
agents and then I'm passing it back to
1:27
the Einstein B
1:30
so in this Einstein bot I created a
1:33
number of available agents a number data
1:35
type variable and then it will be stored
1:40
here the first uh Thing Once the flow is
1:43
executed it is checking whether the
1:45
number of available agents is equal to
1:47
to zero if it is zero it will redirect
1:51
to case creation
1:53
flow so in this case creation sorry it
1:57
will go to the case creation dialogue in
1:59
the case creation dialogue I asking what
2:01
is the issue and then I'm storing that
2:03
value in a variable called K subject I'm
2:07
asking can you share additional
2:09
information and then I'm storing that
2:11
value in case description
2:16
variable I have made use of messaging
2:21
session ID this is a custom variable of
2:23
type
2:24
ID and then I'm setting the value of
2:27
routable ID this context routable ID is
2:31
standard Salesforce U routable ID
2:34
whenever you uh create an enhanced einin
2:36
bot it will
2:37
create and then I map I have mapped it
2:40
to messaging session ID variable this is
2:42
my custom variable let me show those
2:45
variables so that we will have an idea
2:48
so this messaging session ID is a custom
2:51
variable and routable
2:53
ID is my uh uh context variable so since
2:57
I'm going to make use of enhanced uh
3:00
uh SMS Channel I created uh a connection
3:04
with the text to type as connection
3:06
field name messaging session ID APA name
3:09
is messaging session. ID this is
3:11
mandatory else we won't get the routable
3:13
ID the routable ID will be null if this
3:16
mapping is not return if you're going to
3:18
use the same use case for Apple message
3:21
messages for business or Whatsapp
3:23
Channel or for messaging for inapp and
3:25
web then you have to add those channels
3:26
here I'm reusing the same bot with mult
3:29
multiple channels so I have added all
3:32
the channels where I'm using this
3:40
bot next I'm displaying the ID we can
3:44
ignore
3:46
that next I'm calling create case flow
3:51
here I'm passing the subject messaging
3:53
session ID and the case
3:55
description this is the bot sorry this
3:58
is the flow
4:00
uh the the bot is invoking based on the
4:03
case description based on the um case
4:05
subject I'm creating a new case with
4:07
this status as ID sorry with the status
4:09
as new in the update messaging session
4:12
update records flow
4:14
element using the messaging session ID
4:17
I'm getting the messaging session record
4:19
and then I'm updating the case ID field
4:32
okay and then once the case is created I
4:35
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
4:41
chat it will go to the End chat and then
4:43
it will end the conversation by sending
4:45
a
4:46
message okay next in the messaging uh
4:51
Channel I am used Omni Channel routing
4:55
type as Omni omn flow and then this is
4:58
the flow I'm I'm making use of route to
5:01
enhanced SMS bot in the route to
5:03
enhanced SMS bot flow it's an omni
5:07
Channel flow here I'm making use of
5:09
Route work in the route
5:11
work I am passing the record ID so this
5:15
record ID uh it is available for input
5:18
and it is very it is case sensitive so
5:20
please be very careful whenever you
5:21
declare this variable
5:23
name this is the channel I have selected
5:27
the route to as bot and this is the bot
5:29
which we are discussing so whenever a
5:32
message comes in to this enhanced SMS
5:35
Channel it will go to this bot because
5:39
it will invoke this route to enhanced
5:41
SMS bot flow and then it will route the
5:44
message to the enhanced SMS bot and the
5:47
bot will invoke welcome dialogue it will
5:51
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
5:57
the case creation it will ask
6:00
the questions it will create the case
6:02
record and then it will update the
6:04
customer saying that a case is created
6:06
our support agent will call you once the
6:08
case is created the support agents
6:10
whenever they are uh available they can
6:13
check the cases and then they can call
6:16
back the customer and
6:20
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
6:44
them I hope it was
6:51
helpful thank you for watching
#Software
#Internet Software
#Email & Messaging
#Text & Instant Messaging
#Helpdesk & Customer Support Systems
#Intelligent Personal Assistants