Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

Customize Bot Actions with Profiles

Expand your bots’ capabilities and give them access to features like Field Service Lightning by assigning them custom profiles. Each bot now has a Bot User, which specifies what a bot can do based on licenses, permissions, and objects. By default, each bot has a Basic Chatbot User profile, but we recommend that you create a custom profile to broaden your bot’s behavior.

Where: This change applies to Lightning Experience and Salesforce Classic in 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 Chat user licenses. Each org is provided with 25 Einstein Bots conversations per month for each Chat user with an active subscription. To make full use of the Einstein Bots Performance page, you also need Service Cloud Analytics.

How: Assign a bot a profile.

Bot User on the Settings section of the Bot Builder page.