Loading
Agentforce Contact Center
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Set Up an Einstein Bot for Bring Your Own Channel

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Contact Center

            Set Up an Einstein Bot for Bring Your Own Channel

            When you install a managed package to set up Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS, your Messaging or CCaaS partner vendor may include a sample Einstein Bot with associated flows. Clone or adjust the sample Einstein bot and flows to fit your use case, for example, to route an inbound message from a bot to a service rep. If your managed package doesn’t include a sample bot, you can still create an Einstein bot and associate it with your messaging channel.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS
            X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels
            User Permissions Needed
            To build and manage Einstein Bots: Customize Application OR Modify Metadata OR Manage Bots
            1. From Setup, in the Quick Find box, enter Einstein Bots, and then select Einstein Bots.
            2. In the My Bots list, for the sample bot, click the dropdown and select Clone, or edit the sample bot to meet your needs.
            3. The sample bot may include a simple inbound Omni-Channel flow. It appears in the Inbound Omni-Channel Flows section of the Bot Overview page. To use this flow:
              • In Flow Builder, specify a fallback queue in the Route Work Action element. Then make any other customizations and activate the flow.
              • Add your flow to your Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS Messaging channel. You can add your flow to an existing channel from the Inbound Omni-Channel Flows section of the Bot Overview page. Otherwise, go to the Messaging Settings page in Setup. Then select Omni-Flow under Omni-Channel Routing and specify the inbound flow.
            4. If the sample bot doesn’t include an inbound Omni-Channel flow, create an inbound Omni-Channel flow from scratch.
            5. The sample bot includes an Outbound Omni-Channel Flow that appears in the Settings section of the Bot Overview page. Add a different flow, or edit the sample flow in Flow Builder to meet your needs.
            6. In Einstein Bot Builder, click Activate to activate the bot.
            7. For Bring Your Own Channel for CCaaS only, if your partner CCaaS vendor controls routing, contact the partner vendor to finish setting up routing for the flow associated with your Einstein bot. They will need the flow ID and fallback queue ID. If Salesforce controls routing, this step isn’t necessary.

            See Also

             
            Loading
            Salesforce Help | Article