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Key Terms and Concepts for Personalizing Your Buyer Assistant
Before personalizing your Buyer Assistant bot, learn how it performs tasks such as identifying who is chatting, scheduling meetings, and creating lead records for new customers.
Required Editions
| Available in: Lightning Experience |
| Available with Sales in Performance and Unlimited Editions |
| Available with Sales Engagement, which is available in Performance and Unlimited Editions, and for an extra cost in Professional and Enterprise Editions |
Omni-Channel
Omni-Channel makes it easy to prioritize and route messaging sessions to your team members. Dynamically route messaging sessions from your website to your bot and then to your team with Omni-Channel flows. Prioritize and assign messaging sessions using queues. And manage your team members’ capacity using routing configurations. Buyer Assistant bots include a pre-built queue and routing configuration that you can customize to meet your business needs.
Flows
Flows automate your team’s repetitive business processes. You can trigger a flow to run in multiple ways, including record changes, schedules, customer interactions, or the completion of other flows. Buyer Assistant bots include several flows that you can explore and customize in Flow Builder. You can also add more to meet your business needs.
Dialogs
Dialogs are conversation snippets that control a bot’s behavior. You can associate dialogs with dialog intents that can understand variations in customer input. Buyer Assistant bots include dialogs that handle different parts of a customer conversation, such as greeting the customer or collecting information. You can customize the included dialogs and add more to meet your business needs in the Bot Builder.
To see an overview of your bot’s conversational framework, check out the Map View. In the Bot Builder, go to the Dialogs page and click the dropdown in the header bar. Then select Map.
Variables
Variables store the information that you collect from customers or output created by Salesforce. You can use them in dialog actions as inputs and outputs and in bot messages. Buyer Assistant bots include several variables that store information that is used in flows, dialogs, and other components. You can add custom variables to meet your business needs in the Bot Builder.
Entities
Entities define what type of information are stored in variables. With entities, you can share customer information across multiple variables. Buyer Assistant bots use multiple types of entities. System entities store one of these data types: Boolean, Currency, Date, DateTime, Email Address, Number, Object, Phone Number, and Text. Boolean entities store yes or no answers. And you can create custom text entities to enforce patterns or categorize synonyms as one value in the Bot Builder.
