What is required to automatically send conversations to a bot user in Omnichannel for Customer Service?

To automatically send conversations to a bot user in Omnichannel for Customer Service, adding the bot user to the relevant queue is a critical step. When a bot user is associated with a specific queue, it enables automatic routing of incoming conversations to that bot. This integration ensures that interactions, such as customer inquiries or service requests, are directed to the bot where automated responses or actions can be taken.

Having the bot user in a queue allows the system to recognize where to route conversations based on pre-defined logic and workflow. This setup is essential for a smooth customer experience, as it ensures that inquiries can be handled swiftly by the bot, thereby potentially reducing the workload on human agents and improving response times for customers.

The other options do not necessarily ensure that conversations will be sent automatically to the bot user. Simply stating that conversations will be sent automatically does not provide the necessary configuration steps. Marking the bot user as default may sound logical, but without being associated with a queue, the bot would not receive any conversations. Additionally, specifying Power Virtual Agents bots alone without linking them to a queue does not establish a mechanism for automatic conversation routing.