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Set Up an Einstein Bot

Enable Einstein Bots

With your bot requirements met, you are ready to enable Einstein Bots.

  1. Within Experience Builder, click Menu icon and select Salesforce Setup.
    Salesforce Setup highlighted from the Menu icon drop-down.
  2. From Setup, enter Einstein Bots in the Quick Find box, then select Einstein Bots.
  3. In the Settings area:
    1. Click the toggle next to Einstein Bots to turn it On.
    2. Review terms, and click the I’m authorized by my company to accept these terms checkbox to accept them.
    3. Click Try Einstein.
    4. To provide your customers with a menu of options for interacting with your Einstein Bot, click Drop-down icon next to Bot Options Menu and select Edit.
    5. Select the Enable Einstein Bots Options Menu checkbox and click Save.

Create a New Einstein Bot

You’re well on your way to creating a chatbot to support Ursa Major Solar’s customers. Ready to create your first bot?

  1. From Setup, enter Einstein Bots in the Quick Find box, then select Einstein Bots.
  2. Click New.
  3. Review the welcome screen and click Next. A setup wizard walks you through a few screens to gather basic information about the bot, including:
    • Bot Name
    • Greeting
    • Main Menu Options
  4. Let’s name our Einstein Bot Jana and enter this description: A basic customer service bot.
  5. Click Next.
    The second page of the Create an Einstein Bot setup wizard.
  6. Enter a greeting message that identifies your bot by name and makes it clear that it’s not a human. For example: Hi! I’m Jana the customer service chatbot. How can I help you?
  7. Click Next.
    The third page in the Create an Einstein Bot setup wizard.
  8. Set up a menu for your customers with common issues or questions you want your bot to handle. Let’s enter Order Related in Menu Item 1 for any questions related to a customer’s order. Let’s add Appointment Related in Menu Item 2 for any questions related to scheduling.
    Tip

    Tip

    Provide menu options that tell customers exactly which questions the bot supports. And give them a Transfer to Agent option so they can easily connect with a human if they don’t see their particular inquiry type.

  9. Click Create to build your bot.
    The fourth page in the Create an Einstein Bot setup wizard.
  10. Click Finish.

Good work! Your bot now has a name, a greeting, and a menu.

Meet the Bot Builder

Now that you’ve built your bot, let’s check out the Einstein Bot Builder overview page. It includes the bot’s name and description, a place to train your bot to recognize what customers want, and settings that let you customize the bot response delay time. Let’s take a minute to get acquainted with this page.

Click Bots dropdown arrow icon. next to Overview.

Overview drop-down menu at the top left of the Einstein Bot Builder page.

To store chat transcripts (including customer data) in the conversation log, click the pencil icon next to Log Conversations. Select Store Einstein Bots conversation data, and click the check mark to save.

In this project, we work within the Dialogs, Entities, and Variables tabs.

Dialogs, Entities, and Variables options highlighted on the Overview drop-down.

Select Dialogs.

Dialogs highlighted from the Overview drop-down.

This is the Dialog page. Dialogs are conversation snippets that control what a bot can do.

Click Welcome on the left side menu. These are the prebuilt dialogs (1). Notice that Welcome is set as the “Home” dialog. This indicates where the bot always starts. We don’t work with “Confused” in this project—just know that it’s a fallback mechanism for when a bot cannot identify what a customer would like to do (also known as intent).

You see that the bot wizard set up our welcome Message (2) and created the Next Step (3) flow to our Main Menu. This section is where we indicate the next step after this dialog. You can set it to Show a menu, Start another dialog, Transfer to an agent, or Wait for customer input, which implies you will use NLP to identify customer intent and start the next dialog.

After the Welcome dialog, the bot immediately goes to the Main Menu dialog (4).

The Dialogs page with its four sections called out.
Click Plus icon between the Message and Next Step sections, and you can see that dialogs are built from:
  • Messages—communicate information to the customer using text.
  • Questions—ask for customer input and store that information.
  • Actions—call Apex code with parameters to retrieve, update, save, and run processes related to your data in Salesforce.
  • Rules—make runtime decisions based on customer data.
Icons highlighted in the middle of the Main Menu page.

This project does not include Actions and Rules because they go beyond the scope of an admin’s role.

We won't check any of your setup. Click Verify Step to go to the next step in the project.