Build Channel-Independent Bots

Do you plan to put your bot to work on both Live Agent and SMS Text Messaging channels? If so, check out the new context variables and system variable that let your bot gather customer information regardless of channel. No need for pre-chat form rule actions or custom code.

Where: This change applies to Lightning Experience and Salesforce Classic in Essentials, Enterprise, Performance, Unlimited, and Developer editions. Setup for Einstein Bots is available only in Lightning Experience.

Who: Einstein Bots is available to orgs with both Service Cloud and Live Agent user licenses. Each org is provided with 25 Einstein Bot conversations per month for each Live Agent user with an active subscription.

How: If you use pre-chat form rule actions, don’t worry—you don’t have to update your existing bots. We handle the change for you. We replace your pre-chat form rule action with the appropriate context variable.

We provide the following context variables and one new system variable. Bot context and system variables

Use context variables as inputs for dialog actions.Context variable for action input

You can use the Last Customer Input system variable in a dialog action to capture the last customer input and pass it to Apex for additional processing.Last Customer Input system variable example in dialog action

You can even use the Last Customer Input system variable in dialog rule conditions.System variable in dialog rule

Like other Einstein Bot variables, you can merge context and system variables into bot messages with merge syntax.