How to build an Einstein Bot?

 


In this demo project, we have built an interactive bot in a Trailhead Playground. Here we will :

  • Prepare our Experience Cloud site and run Chat to enable Einstein Bots.
  • Set up an Einstein Bot.
  • Add prebuilt dialogs and customize the options menu.
  • Create dialogs, a submenu, and a dialog group.
  • Write bot conversations using variables and entities.

To set up Einstein Bots for your production org, we need:

  • A Service Cloud license
  • A Chat license
  • Lightning Experience

Step 1: First create an Experience Builder website to test our Live Web Chat and Einstein Bot. We can simply copy and paste the script provided by Salesforce in the Embedded Service Deployment Settings to use the live chat on our external website.

Step 2 :Enable Chat

  • Click Bot setup icon in the top left.
  • Select Salesforce Setup.
  • You should be returned to the All Sites page in the Service Setup. If not, enter Settings in the Quick Find box, then select Settings.
  • Copy the URL associated with the site.
  • Click Service Setup to go to Service Setup Home. Service Setup in the Setup gear dropdown.
  • Click View All and then search for and select Chat with Customers. Recommended Setup in Service Setup Home
  • Click Start. For Queue Name, enter FAQs.
  • For Name This Agent Group, enter Chat Agents.
  • Click the plus sign next to your name, and click Next.
  • Keep your agents’ chat workload as is, and click Next.
  • For Website URL, paste the URL you copied from your site and Click Next.
  • Click the Service tile, then Next.
  • Keep Offline Support off, and click Next.
  • You do not need to copy and paste the Chat code snippet. Your Trailhead Playground already has the Embedded Service Chat code to power chats with your customers on your sites or websites. Click Next, then Done.

Step 3 : Add the Chat widget URL to your site’s security settings to allow live web chat.

  • From Setup, enter Chat in the Quick Find box, then select Chat Settings.
  • Copy the URL in Chat API Endpoint. The Chat API Endpoint field on the Chat Settings page.
  • From Setup, enter Sites in the Quick Find box, then select All Sites.
  • Click Builder next to your site.
  • Click the Settings icon Settings icon in the upper left.
  • Click Security.
  • Change the default Content Security Policy (CSP) from Strict CSP: Block Inline Scripts and Script Access to All Third-party Hosts (Recommended) to Relaxed CSP: Permit Access to Inline Scripts and Allowed Hosts.
  • Click Allow in the popup window.
  • In the Trusted Sites for Scripts below the CSP section, click + Add Trusted Site.
  • For the Name, enter Chat.
  • For the URL, enter the URL you copied from Chat API Endpoint in Chat Settings.
  • Make sure Active is checked.
  • Click Add Site.

Step 4 : Add Embedded Service Chat to Your Site

Now let’s add Embedded Service Chat to your website so customers can quickly get answers to their questions by chatting with an agent in the browser.

  • From Setup, enter All Sites in the Quick Find box, then select All Sites.
  • Next to your site, click Builder.
  • Click the Components icon Lightning bolt icon in the top-left corner to open Components and scroll to the Support section.
  • Drag the Embedded Service Chat to the template footer. Scroll down the web page to see the template footer at the bottom of the page. Placing Embedded Service Chat in the template footer allows it to appear on all web pages. Snap-ins Chat component added to the template footer.
  • Click Publish.

Step 5 : With your bot requirements met, you are ready to enable Einstein Bots.

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

Step 5 : Create a New Einstein Bot

  • From Setup, enter Einstein Bots in the Quick Find box, then select Einstein Bots.
  • Click New.

The first screen asks you to select the type of bot to build. Select Start from Scratch and click Next. Read more!!

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