How can I have a client routed before they respond to a custom bot message?

Question

Our service is based on chatting with our clients.  When they first register, they go through a non-intercom onboarding to our platform. Immediately after finishing registration and onboarding, a custom bot fires welcoming them to the platform. Once the client interacts with the bot, they get routed to an available agent via the round robin inbox function.   We want the client to be roundrobin'd when they first receive the bot message - not after they respond/interact with the bot. How can I do that?

Eric Fitz · Accepted Answer

Hey @alexandria​, it's not possible to assign a conversation once a customer has received a message. It's only possible to do so after they first interact with it. By its definition, a conversation requires a user response.

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