In omni-channel, is it possible for operator to use some phrases to close the chat? e.g. "Close Chat Phrases". Thank you
The ability to transfer a session to a bot is currently not available in salesforce. Please consider submitting this as an Idea on Salesforce IdeaExchange so that the product team can implement this in coming releases.
As a workaround, you could up the number of chats an agent can handle to allow for them to keep inactive sessions open for longer.