Salesforce Smart Einstein Chatbot – Basic Einstein Chatbot Set Up | Part 2

Set Up Chat in Lightning Experience

The First step towards creating a Smart Chatbot is to Set up Chat so that your support agents use a Lightning console app to chat with customers. Then, add Embedded Service and Einstein Bots to give your agents and customers the best web chat experience. You have two options:

1.????Use a guided setup flow or

2.????Manually create a custom implementation.

Salesforce recommends the use of Guided setup flow Use a guided setup flow to create a basic implementation, then customize it to your liking. The setup flow gets you started with Omni-Channel routing for chats, the Chat Console, and Embedded Service.

• Setting up chat routing with Omni-Channel
• Specifying the website where you want customers request a chat
• Selecting which records you want to link with your chats
• Creating an offline support form so your customers can log a case while your team is away
• Using the Embedded Chat code snippets to allow chat on your website
• Several other activities are done in the background which makes it easy to set up - Enabling Chat and Omni-Channel, Service Channel for Chats, Basic Omni-Channel Setup, Assigned User Licenses, Presence Statuses, Permission Set with Presence Statuses Assigned to Users, Chat Deployment and Chat Button, Embedded Service Deployment, Omni-Channel Utility.

Let’s get Started with the Guided Chat Setup Flow. Just follow the Steps shown in the screenshots below:

Review what is being created with the Guided Chat Set up Flow:

the Chat Button, the Queue, Agents Added in the Queue and the Embedded Snippets Code created in the Above Chat Flow Creation:

Verify the Chat Button Name and in the Chat, Button verify the Queue and associated Agents - User and Routing Type are as we provided input in the Guided Chat Set up Flow in the above steps.

Here in the above Screen shot if we notice In Chat Button – the Einstein Bot Configurations is Blank. It only means the Chatbot is not yet integrated with the Chat Feature.

Assigned User Licenses

We assign Service Cloud User and Chat User licenses to the users you select during the flow. These users are also granted the necessary user permissions to chat with customers in the console.

Presence Statuses

Presence statuses are how users go online in Omni-Channel. We create three presence statuses for your team to use: Available - Chat, On Break, and Busy. The Chat status makes the user available to accept chats only.

Permission Set with Presence Statuses Assigned to Users

To make sure that your team has access to the presence statuses we create, we make a permission set that assigns the presence statuses to the users you select in the setup flow. The permission set is called Chat Setup Flow (with developer name Live_Agent_Setup_Flow).

Go the Embedded Service Deployments.

Your Embedded Service deployment uses your Chat deployment and chat button to provide a chat window that you embed in your website. We create an Embedded Service deployment with default settings and branding selection.

Pre-requisites Testing the Chat Feature:

Create a Visual force page and get the Embedded Service Code Snippets – Get Code and add it to the Visualforce Page between the <apex: page> and</apex: page>.

Before clicking the Preview button on Visual for page for testing the chat feature, ensure that in the Service Console – Omni Channel the Agent is Set to Status: Available – Chat so that it can receive the incoming Chat.

Once the User Clicks the Chat with Agent (Agent Status must be available for Chat in Service Console- Omni Channel) the Chat request appears on the Omni Channel for the Agent who can Accept it and Start Chatting with the Client.

Creation of Einstein Bot and Linking it with the Chat Button:

Adding a Greeting Message for the Customer in Einstein BOT:

Deactivate the BOT and Add the Message to Greet the Client in the Welcome Dialog. After adding the Greeting Message, Click Save and please ensure to Activate the BOT before testing through Visualforce page. This message will be displayed when the Client interacts with the Chatbot through the Visualforce page. After greeting the Client with the message, the BOT passes the Transfers the Chat to the Agent in the Queue.

Add the Connection to link the Chat Button to the BOT:

Verify the Einstein Bot Configuration in the Chat Button and we will find the BOT being linked to the Chat Button. This will enable the BOT being called for chat when the User clicks the Visualforce page which we created for Testing the chat Feature.

Testing the Chatbot:

After linking the Chatbot with the Chat button, Once the Customer initiates the chat with the BOT. The BOT interacts with the Customer (Here new have Basic greetings message from the BOT) then the control passes to the Agent from where the Agent can interact with the Customer (as shown Below).

On the Interaction window, when the we can view the BOT name when it interacts with the Customer and when Agent interacts with the Customer, the Agent name is displayed on the Chat window (as shown below).

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Author: Amit Khandelwal