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Set Up Enhanced Bots
Build more secure, more personalized conversational experiences with Enhanced Bots. Connect an enhanced bot to enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels, and to Slack and the Einstein Bots API. Leverage 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 to your bot conversations—no workarounds required.
Required Editions
| View supported editions for Einstein Bots. |
| View supported editions for Messaging. |
| Feature | Standard Bots | Enhanced Bots |
|---|---|---|
| Conversation Routing | ||
| Supported Channels | Chat, Standard Messaging channels | Enhanced Messaging channels, including:
Slack, Einstein Bots API v5 and later |
| Inbound Routing: Connect your bot to channels to send messages to your bot | Connections: One-to-one linking between channel and bot | Omni-Channel Flow: Flexible linking between channel and bot. Conversations are dynamically routed to the bot, based on the business rules in the flow. Use Connections to connect your enhanced bot to Slack and to the Einstein Bots API. |
| Outbound Routing: Transfer conversations from your bot | Direct transfer: Sends a conversation directly to a specific standard bot, queue, or skill. The Transfer to Agent Next Step and Transfer to Agent system dialog transfer the conversation to a service rep in the queue specified in the channel or deployment. |
Omni-Channel Flow: Dynamically sends a conversation to a service rep, bot, queue, or skill, based on the business rules in the flow. The Transfer to Agent Next Step and Transfer to Agent system dialog use the default outbound Omni-Channel flow specified on the Bot Overview page to route the conversation to an agent or bot, based on the business rules in the flow. Supports direct transfer to another enhanced bot. |
| Creating a Bot | ||
| Cloning | Can be cloned as a standard bot or as an enhanced bot | Can be cloned as an enhanced bot only |
| Templates | Creating a bot from a template: Supported Creating a template from a bot: Supported A template is supported for either standard or enhanced bots, so available templates can vary between bot types. |
Creating a bot from a template: Supported Creating a template from a bot: Supported A template is supported for either standard or enhanced bots, so available templates can vary between bot types. The Intro Template isn’t available out-of-the-box for enhanced bots. You can’t create an enhanced bot from the Intro Template, but you can clone a standard bot created from the Intro Template as an enhanced bot. |
| Bot Blocks | Creating a block from a dialog group: Supported Importing a block: Supported A bot block is supported for either standard or enhanced bots, so available blocks can vary between bot types. |
Creating a block from a dialog group: Supported Importing a block: Supported A bot block is supported for either standard or enhanced bots, so available blocks can vary between bot types. |
| Bot Preview | Rich Content Preview, Text Preview | Text Preview |
| Conversational Enhancements | ||
| Rich Content | Not supported | Supports inbound files, outbound files Supports the following messaging components:
*The plain text Static and Dynamic Question dialog steps are supported for standard and enhanced bots. The Einstein Bots API doesn’t support messaging components. |
| Multi-Language Support | Supported | Supported |
| Context Variables | Chat Key, Contact Id, End User Id, Routable Id | Contact Id, End User Id, Routable Id |
| Bot Options Menu | Supported for bots on Chat | Supported for bots on Enhanced Chat |
| Bot Response Delay | Supported | Supported |
| Pre-Chat | Supported for bots on Chat | Supported for bots on Enhanced Chat |
| Post-Chat URLs | Supported for bots on Chat | Supported for bots on Enhanced Chat |
| Smart Features | ||
| Article Answers | Supported | Supported |
| NER: Exact Match, Entity Recognition | Supported | Supported |
| NLP: Intent Model, Intent Classification, Intent Recognition | Supported | Supported |
| Bot Reporting | ||
| Goals | Supported | Supported |
| Event Logs | Supported | Supported |
| Standard Reports | Supported | Supported |
| Einstein Bots Value Dashboard | Supported for Einstein Bots customers with CRM Analytics | Supported for Einstein Bots customers with CRM Analytics |
- Create an Enhanced Bot
Use the Guided Setup Flow to create an enhanced bot from scratch or from a template. Or you can clone an existing bot. - Route Conversations to and from Your Enhanced Bot
Use Omni-Channel Flow to send conversations to and from your bot over enhanced Messaging channels. Or connect your enhanced bot to Slack or the Einstein Bots API on the Bot Overview page. - Use Pre-Chat with an Enhanced Bot
Use an enhanced bot to gather important customer information and customize a conversation with a bot or service rep on Enhanced In-App Chat or Enhanced Web Chat channels. After you set up pre-chat for Enhanced Chat, create and map custom bot context variables to the Messaging Session object. - Boost Your Enhanced Bot with Structured Content
Deliver richer bot conversations over enhanced Messaging channels and decrease service rep handle time with interactive, user-friendly structured content. Set up your enhanced bot to send a file, receive a file, or display an enhanced link. - Considerations for Enhanced Bots
Carefully review these considerations before setting up Enhanced Bots.
