@PavolD will provide an estimated timelines after finalizing the user story. For now, I would like to ask if the following solution will work:
The chatbot will ask the customer to select an option/queue. This can be a button messages in supported channels like Viber or Facebook, or simple text based option selection e.g., Reply with “1” for complaint, Reply with “2” for Information etc., for those channels where buttons messages are not supported e.g., Whatsapp or SMS.
Based on the customer’s selection, the chat will be routed to that selected queue.
Please let me know if this will work and I will finalize the user story accordingly.