Plan Your Einstein Bot

Careful planning is essential to making your bot effective and your customers happy.

Technical Planning

Analyze the issues that your service reps are addressing to identify common issues that the bot can resolve. For example, password reset requests, order status, or routine questions, such as for store locations and hours.
To support the questions that your Einstein bot answers for your customers, develop a set of Knowledge articles.
Decide which channels that you want to use with your bot, such as Chat or Messaging.
Determine whether your bot needs a custom profile to perform actions for features that require extra licenses, like Field Service. Each bot has a Bot User profile and settings that determine what the bot can access or do.
Decide whether you want to add a persistent menu that’s always available to your customers at the bottom of the chat window. A Bot Options menu provides a quick way for customers to get to the main bot functions at any point in the chat experience.
If you plan to let customers type their questions in chat, compile a list of the ways that customers ask for help with these issues. Using this list, compile another list of customer requests that are out of scope for your bot. This list helps you smoothly address requests that the bot can’t address.
Note If you plan to provide a purely menu- or button-driven bot, no need to define customer intents.

Consider a name for your bot, such as Codey the Bear, that reflects your company’s brand and voice.
Design a Welcome greeting that identifies the bot and clarifies that it isn’t a human.
Identify what the bot can do. Consider including an option to transfer to a service rep.

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