Create a Sample Einstein Bot

To help your customers efficiently set up an Einstein Bot with Bring Your Own Channel, create a sample Einstein Bot and associated Omni-Channel Flows and include them in your managed package.

In this example, we create an outbound Omni-Channnel Flow that routes from a bot to an agent. We then set up a sample Einstein Bot that uses this outbound flow and automatically generates a corresponding inbound flow that sends conversations to the bot. For your package, we recommend creating a flow and bot configuration that reflects the expected business logic of your customers.

Follow steps in Salesforce Help to create an Omni-Channel flow to Route Work Items to a Specific Agent. This sample outbound flow transfers the Messaging end user from an Einstein Bot to an agent.

You need this flow to select it as the Outbound Omni-Channel Flow during Einstein Bot setup.

  1. From Setup, in the Quick Find box, enter Einstein Bots, and then select Einstein Bots.
  2. Enable Einstein Bots if it’s not already enabled.
  3. Launch the guided setup from the Einstein Bots main page. For your first bot, click Create a New Bot. Otherwise, click New.
  4. Select Enhanced Bot, and then click Next.
  5. To create an Einstein bot from scratch, select Start from Scratch, and then click Next.
  6. Personalize your sample bot.
    • Enter a bot name, select a primary language, and then click Next.
    • Modify the welcome message, but don’t customize the menu items. Your customers adjust them when they clone your sample Einstein Bot. When you’re done, click Next.
  7. On the Link to deployment page of the guided setup, select Create an inbound Omni-Channel flow for my bot, and then from Outbound Omni-Channel Flow dropdown, select the flow that you created.
  8. Click Proceed to start the bot creation process, and then click Finish to confirm when it’s done.

When the system has finished creating the bot, Einstein Bot Builder opens.

Configure the Einstein Bot to trigger the sample flow that transfers a Messaging session from the bot to an agent.

  1. If you aren’t already in Einstein Bot Builder, from Setup, enter Einstein Bots in the Quick Find box, and then select Einstein Bots. In the My Bots section, select the name of the bot that you created.
  2. In Einstein Bot Builder, from the Bot Builder menu, click Dialogs.
  3. In the Dialogs panel, click New.
  4. Give the dialog a name, such as Get help from an agent. Enter an API name and optional description, and save.
  5. In the Dialogs panel, select the newly created dialog.
  6. Click Next Step. From the Step Properties panel, select Transfer to an agent. Dialog with Transfer to an agent selected as Next Step
  7. Save the dialog.
  8. In the Dialogs panel, select Main Menu.
  9. Click Next Step. From the Step Properties panel, select Show a menu and add the Get help from an agent dialog you created previously as one of the menu items. Main Menu Dialog with Get help from an agent included as a menu item
  10. Save your work.

When you create the managed package for your integration, add these components to the managed package.

  • The sample Einstein Bot that you created
  • The sample Omni-Channel outbound flow that you created
  • The inbound Omni-Channel flow that the system automatically created

See Also