Create an Einstein Bot

Note In orgs created in Summer ’23 and later, Salesforce automatically enables enhanced Omni-Channel routing. Enhanced Omni-Channel routing doesn’t support standard bots or channels. If enhanced Omni-Channel routing is enabled for your org, we recommend cloning your standard bots as enhanced bots. But if you still want to use standard bots, you can switch to standard Omni-Channel routing.

Einstein Bots start from a Guided Setup Flow or by cloning an existing bot. There are two types of bots you can build from the Guided Setup Flow:

Templates are fully featured bots that deliver customized solutions tailored to your cloud or use case. You can build bots in seconds with templates that include intent data, flows, and conversation design.

Bot from Scratch is automatically fitted with tools that help create exceptional bot experiences.

• Custom Dialogs with a welcome messages and a prebuilt Main Menu.
• System Dialogs that help close bot conversations or transfer to a service rep.
• Entities and Variables to capture customer input with the correct formatting.
• Bot Analytics to measure performance.

You can launch the Guided Setup Flow from the Einstein Bots main page. To build your first bot, click Create a New Bot. Otherwise, click New.

• Create an Einstein Bot from a Template
  Choose from a variety of templates designed for your cloud or for common use cases.
• Create an Einstein Bot from Scratch
  Create a bot that includes standard Salesforce system dialogs, including Transfer to Agent and End Chat. This bot is perfect for Bot admins who want to start with a blank slate.
• Clone a Bot
  Admins can clone a bot quickly to help with development, or they can create a similar bot for a different use case.
• Use Change Sets to Migrate Bots Between Orgs
  You can use change sets to move bots between sandbox and production. Testing your bot in a sandbox and then moving it to production ensures your bot works as designed and reduces downtime.
• Answer Questions with Generative Knowledge Answers
  Integrate generative AI into your enhanced bot with the Generative Knowledge Answers. When a customer asks your bot a question, Generative Knowledge Answers uses the Answer Questions with Knowledge agent action to search for relevant information in your knowledge base. It then generates a conversational response.
• Deliver Knowledge Articles with Article Answers
  Use Article Answers to create a powerful FAQ-based bot from your Lightning Knowledge base. Article Answers combines machine learning and traditional search to accurately process complicated customer inputs, including common typos, slang, and multiple questions. Then it serves up relevant fields from your knowledge articles directly in the conversation. You can adjust Article Answers to fit your company’s voice, and you can display a subset of your knowledge articles via knowledge data categories. Plus, prebuilt feedback capturing with event logging collects article feedback from your users in real time.