Salesforce Messaging: What's the Right Flow?
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.
What Salesforce Says to Do
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:
- The customer starts a chat.
- Einstein Bot answers first.
- If the bot can’t help, it sends the chat to a real person (like an agent using Agentforce).
This setup makes sure simple problems get solved fast, and people only get involved when needed.
What Happens If You Try to Go Back to the Bot?
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.
What’s the Best Option?
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.
Want to Make Your Chat Work Better?
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.