Setting up an Einstein bot

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Einstein bots are part of Salesforce Service Cloud. The main purpose of Einstein bot is to interact with customers quickly and accurately without waiting for a human agent. Einstein bots can send messages, ask questions and perform the actions based on the rules defined or based on the customer input.

Introduction: 

 Einstein bots are part of Salesforce Service Cloud. The main purpose of Einstein bot is to interact with customers quickly and accurately without waiting for a human agent. Einstein bots can send messages, ask questions and perform the actions based on the rules defined or based on the customer input.  

Prerequisites: 

Before starting to use Einstein Bots, there are a few prerequisites: 

We need to make sure that Lightning experience is enabled in our org  

Note: From Winter20 release all Salesforce orgs are lightning experience enabled by default. 

  1. User must have a Service Cloud permission and Live Agent permission.
     
  2. Set Up Chat with a Guided Setup Flow.
     
  3. We need to enable Salesforce Knowledge if the bot needs to serve the Knowledge articles to customers. Please follow the below link for setting up the Salesforce Knowledge (optionalArticle.https://help.salesforce.com/articleView?id=knowledge_whatis.htm&type=5.
     
  4. Provide an Embedded Chat button for your customers on your Community or site. 

    1) Steps to Enable Service Cloud Permission:  

  • Setup –> Users –> Select the User –> Now, need to enable the Service Cloud user checkbox in the user detail page. 

 Steps to Enable Chat License (Live agent) 

  • Setup –> Users –> Select the User  –>Now need to enable the Chat User checkbox in the user detail page. 

If the chat user option is not available, then we can enable it by the following way: 

  • Setup –> Chat settings –>Enable chat – Check this enable chat option checkbox and save. 

Now go to that User detail page and now the chat user checkbox will be available. Enabling chat is same as enabling Live Agent license. 

 2) Run the Chat guided setup flow:  

  • The Chat setup flow is the fastest and easiest way to get up and running with live web chat. When you complete the flow, you’re ready to go online in the console and start chatting.
     
  • To start the live web chat in Lightning Experience, users need to set the Chat guided setup flow.
     
  • Click on the gear icon ()  –> Service Setup.
     
  • In the service setup, you can also create the chat users for your org, custom object, Tabs, Email templates, workflow process.  

What Does This Flow Do? 

In this setup, we are going to walk you through: 

  • Setup the chat routing with omni-channel  
  • Specify the website where your customer requests a chat  
  • Select the records to link with your chats  
  • Create offline support for your customers 
  • Embed chat code snippets to allow chat on your website. 

So, in this setup you can configure the above steps based on your use case.  

4) Setting up an Embedded Service:  

     To set up the Embedded chat, there are some prerequisites 

  • Lightning must be enabled (already done in the previous steps)
     
  • Enable Service Cloud and chat License (already done in previous steps)
     
  • Enable chat (already done in previous steps)
     
  •  Create Chat button and Chat deployment 
     
  • Chat Agent configuration  
  • A Community or a Salesforce site should be available for the guest users’ access. 

So, In the above requirements, we need to configure the settings which are needed.   

Creating Chat button and Chat deployment: 

  • Before creating a chat button, we need to create a Skill that will be required while creating the chat button. 

Skills:   

  • Skills are used to identify the agent’s area of expertise. Agents will receive the chat request related to the agent’s skill area. 

Steps: 

  • Setup –>Skills. 

  • Click the new button and provide the name for the skill and choose the users and their profile who needs access for this skill.
     

Steps to create Chat Buttons & Invitations:  

     Setup –> Chat Buttons & Invitations. 

  • Choose the type of the button as Chat button and in the routing Information, choose the skill that you have created in the previous step and click the Save button. 

What is the use of Chat deployment? 

  • We need to create the chat deployment in order to implement the chat on your website. By default, while creating chat deployment, Salesforce generates a few lines of JS code to add on the web page where we will be placing the chat. 

Steps to create Chat Deployment: 

  • Setup –> Deployments.

  • Now, provide the necessary information and save it.  

Chat Agent Configuration:  

  • Chat Agent configuration defines what options will be available to agents and their supervisors in the Chat console and the Salesforce console. 

Steps for Chat Agent Configuration: 

  • Setup –> Chat Agent configuration 

  • Provide Chat agent configuration name  
  • In the Assign Users section, choose the users you need for this configuration and assign the profiles. 
  • In the Chat Transfer Setting section, choose the skill which you require for this configuration
  • Now, choose the Chat button which you have created in the previous steps and save it. 

Finally, we have finished all the prerequisites, and now we need to create the Embedded service deployment. 

Steps to create Embedded Service: 

  • Setup –> Embedded Service and click new.  

  • Provide a name for the embedded service deployment  
  • In the Site Endpoint menu, choose the community portal where you need to place the Einstein bot. Refer the below screenshot. 

  • After saving the Embedded service deployment, it will navigate to embedded service deployment settings page on that page you will find the option for Chat settings.  
  • Under Chat Settings, click the start button and after that, a pop-up window will appear in that make sure the chat button and Chat deployment are selected properly.  
  • Creating a new Einstein bot: 

1.Setup –> Einstein bot

2.Turn on the Einstein bot (Toggle button) and click the New button to get create a new Einstein bot.  

3.After clicking the new button, complete the sequential basic steps to create the Einstein bot. The sequential steps contain the following steps

  • Einstein bot name  
  • Einstein Bot Greeting Message – This is like the Welcome message.
  • Menu Items – You can provide the name for the Menu items here, or later you can customize in the bot builder.
    These Menu items will appear as the options in the Einstein bot.  

Refer to the below screenshot.  

4.On the left side top, you will find the Dialogs menu; click on that and navigate to the overview page of the Einstein bot.

5.Now, we are going to add the deployment channel that we have created in the previous steps. So, under the Channels section, click the Add button.  

6.Refer the below screenshot and choose the channel type as Chat and choose the deployment you have created. 

7.Now, you can activate the Einstein bot and click on preview; after that, you can click the Chat with an Expert action to start chatting with the Einstein bot. Refer the below screenshot.

8. You can also place this embedded service deployment to the community Page for using the Einstein chat bot in your community page. Also, you can place it on the Salesforce site. Refer to the below screenshot. 


 

References: 

  1. https://support.desk.com/customer/en/portal/articles/2927507-how-to-implement-live-agent?b_id=7112#ClosedDtmPo 
  1. https://help.salesforce.com/articleView?id=bots_service_requirements.htm&type=5 

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