Understand Your Customers More Quickly—Einstein Bots Support Literal Matches
It takes effort to identify all the different ways customers ask for help. You expect
your bot to understand every variation that you add to your dialog intents. With literal
matching, your Einstein bot looks for an exact match for what the customer types in chat. If the
bot finds the precise customer input in a dialog intent, it launches the corresponding
dialog.
Where: This feature applies to both 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 Live Agent user licenses. Each org is provided with 25 Einstein Bots conversations per month for each Live Agent user with an active subscription. To make full use of the Einstein Bots Performance page, you also need Service Cloud Analytics.
How: Literal matching applies when the bot is waiting for a customer response, not when it is gathering information.