How to setup an Einstein Chatbot in Salesforce

In my previous article we learnt about how to create a flow in salesforce, in this article we would see how to setup and Einstein Chatbot in Salesforce. I would highly recommend you go through my previous article on Salesforce Flow, as we will be using those flow in Einstein Chatbot.

How to create Salesforce Flow in Salesforce Flow Builder | by Venkatesh Jujarao | Jun, 2023 | Medium

What is Einstein Chatbot

Einstein Bots are a powerful tool that use Artificial Intelligence (AI) to improve the customer service experience.

• It is Conversational AI technology.
• It is native to Salesforce. It can be easily Integrated with Salesforce CRM Platform and Flow’s
• Has reach API’s, to support seamless Integration.

Prerequisite

• Enable the chat setting. Click on gear icon → Setup → In quick search type “Chat Settings” → click on “Enable Chat” check box → Click save.

• Go to quick search type in “Einstein bot” → Click on “Einstein bot” → Enable the “Einstein Bot” button.

You will get a pop-up, read carefully and if you happy then click ok.

Create a sample Einstein chatbot flow.

• As show in the diagram we are going to build create & retirve case flow in the Einstein Chatbot.

Create a Bot

• Go to quick search type in “Einstein bot” → Click on “Einstein bot” → Scroll Down & Click on “Create a New Bot”

• When click on Finish button, new page will open. Hence the new bot has been created.

Greet user with Message

• After creating the control goes to Main Flow Dialog.

Create a new dialog to create a new case in Salesforce Case Object

• Now here we are going to use the Salesforce “Create New Case Object” flow which we have created in previous article.

Create New Case Object, in an auto-launched flow, and its required two input variables email id and issue details.

• We need to ask user to provide the email id and issue details, so let’s add one question in this dialog.

• We need to create storage entity to store response from the user.

• Now similarly create another question to capture the issue details.

• Now we have all the details then let's call the “Create New Case Object” flow.

• Now we have done the mapping for the input variables, but this flow retruns one output variables “caseNumber”. We need to give that caseNumber to customer as a response.
• Let’s capture that caseNumber from the flow to our current Dialogs.

• Add one message to the user which will provide the confirmation that case has been created.

• Now let’s end this dialog by ending the chat.

Ensure that you have saved your changes

Create dialog to retrieve a case Status from Salesforce Case Object

• Create a new dialog with same steps followed in Create Case Dialog.

• Now add a condition to check if the case details found or not? If no case available with existing number, then ask user to create a new case.

• If case available with provided caseNumber, share the case status with user and end the chat.

• Now we have created “Create Case” and “Retrieve Case” dialogs, let update the Main Menu dialog to make use of these dialogs.

Save the changes.

Update Main Menu Dialog

• Save the changes. Chabot flow is ready for test now.

Activate and test the bot flow.

Summary

In this article we have learnt -

• What is Einstein bot
• How to create Einstein chatbot
• How to use auto-launched flow
• How to activate and test Einstein chatbot.

In my next article I am going to explain how to expose Einstien chatbot Service through API’s.