When a customer starts a chat, they expect fast help. But if your system doesn’t send the chat to the right person—or sends it the wrong way—it can cause confusion.
A common question is:
“Can we send a chat back to a bot after a human agent has answered it?”
Let’s look at what Salesforce recommends and what actually happens.
Ben Fankhauser, a Consultant at SOLVD, explains:
“Salesforce is built to go from a bot to a human—not the other way around.”
Here’s the basic order Salesforce wants you to follow:
This setup makes sure simple problems get solved fast, and people only get involved when needed.
Ben Fankhauser, a Consultant at SOLVD tested what happens if you send a chat from an agent back to the bot.
“Even though no error popped up, the message didn’t go to the bot—it just ended up in a queue.”
So, while it might seem like it works, it doesn’t. Salesforce doesn’t support sending chats back to the bot once a person is involved. You’d need custom code to make that work—and it might cause problems.
The better way is to start with the bot. Let it handle the easy stuff first. If the customer still needs help, send it to a person.
“Start with the bot, and escalate to a human when it makes sense,” says Ben Fankhauser, a Consultant at SOLVD.
This keeps things simple. Customers get fast help, and your team stays focused.
SOLVD helps teams set up smart, easy-to-use chat systems with Salesforce and Agentforce. We’ll show you what works best—without all the extra effort.
👉 Book a free call with us today. Let’s make your support system faster and easier to manage.
From my initial call with Spencer through project implementation with John and Evan, my experience with the SOLVD team was excellent. They were quick to understand our business needs, clear when explaining the reasoning behind proposed solutions, transparent when reporting on progress and timeline, and all around enjoyable to work with. Would highly recommend and looking forward to continue working with them in the future!
SOLVD was very straight forward with everything needed to complete the project. No surprises, no issues, and cost was aligned with the estimate. They made implementation easy and quick.
As a rule, I'm pretty stingy with my recommendations. So it's a pleasure for me to recommend Solvd as a top-flight Salesforce consultancy. Solvd recently led our company's conversion to the Lightning interface and did it on time, on budget and made it easy for me and my team. I know I'll use their services again, and am confident they can do the same for you.
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