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            Using Enhanced Bots in Messaging Channels

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            Using Enhanced Bots in Messaging Channels

            To take advantage of Salesforce AI features, add an enhanced bot to your Enhanced Chat channels or enhanced Messaging channels. Standard Messaging channels support standard bots.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            X icon This article doesn’t apply to: Standard Facebook Messenger and Standard SMS channels

            With enhanced bots, you can apply the flexibility of Omni-Channel Flow and powerful business rules to route conversations to and from a bot. Plus, add rich content such as files and hyperlinks to your bot conversations.

            Keep these considerations in mind when working with enhanced bots.

            • Enhanced bots can't be used in standard Messaging channels.
            • You must use Omni-Channel Flows to route messaging sessions to bots.
            • Bots can send files, but the same file sharing limits apply for both bots and service reps.
            • In enhanced Messaging channels and Enhanced Chat, enhanced bots can send messaging components of these types: enhanced link, time selector, and questions with options. 
            • If your bot includes a question with static options and will be used in enhanced WhatsApp or Apple Messages for Business channels, use the Menu rather than the Buttons format when configuring it in the Bot Builder. If Buttons is selected, the end user doesn't see the question until they select an option.
            • If your bot includes choice buttons with dynamic labels and two buttons labels are identical, the message isn't sent and service reps see an error.
            • Messages sent by a bot to WhatsApp in quick succession may not be delivered in order depending on how the Meta API processes the messages.
            • We recommend configuring your bot’s welcome dialog to be transparent with your customers.
              • Tell customers that they’re messaging with a bot.
              • Tell customers that conversation transcripts, even in conversations that include only a customer and a bot, are saved in Salesforce.

              To make sure that you address any compliance considerations, check with your legal counsel.

            See Also

             
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