u/lilitzz

I’v worked on a customer request where, for messaging sessions created from an enhanced chat, I route the work to an Omni flow that checks for online agents and routes with skills.

It works fine, however the client requested that after a few minutes waiting time I have to route the chat to another enhanced bot (which logs a case and closes the chat).

To do so, I set up a scheduled path on a record triggered flow that routes to the new bot after 5 mins, but the record routes straight to the fallback queue and not to bot, and I’m struggling to understand why.
I followed this article that does exactly what I need : https://unofficialsf.com/re-routing-or-ending-waiting-conversations/

Any help or advice?
Thanks in advance