--- schema_version: "1" id: 331c148a2de16b8cf3f727243459b02d1817117d9883d52385925c6e29bb8efa title: Considerations collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_agent_from_bot_considerations.md canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_agent_from_bot_considerations.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 95a44669bf95a4acd7aa6bada8560ce99243ba75c194d4c93ad8fc2fd676fa01 description: Review considerations for using the Upgrade Agent tool to upgrade Einstein Bots to Agentforce Service Agent. products: - Service Cloud - Service Intelligence release: "264" --- # Considerations Review considerations for using the Upgrade Agent tool to upgrade Einstein Bots to Agentforce Service Agent. ### Required Editions
Available in: Lightning Experience.
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions.
To use enhanced Messaging channels with AI agents, see required editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note The Upgrade Agent tool is available on [Agentforce Labs](https://labs.agentforce.com/upgrade-agent). See [Upgrade an Einstein Bot to an Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&release=264.0.0&type=5 "Use the Upgrade Agent tool on Agentforce Labs to convert an Einstein Bot to a new Agentforce Service Agent. The tool creates the new agent separately, so your existing bot remains available while you review and configure the new agent."). ## Welcome Message - The agent doesn’t support rich rendering in welcome messages, so menu options always render as plain text instead of buttons. As a workaround, create a subagent called "welcome" with button options, and invoke it for small talk. - Agents don’t support multiple welcome messages before reasoning starts. As a workaround, merge multiple messages into a single message or a numbered list. ## Escalation - Escalating directly to a queue or another agent isn’t supported, only escalation to a flow is supported. As a workaround, configure escalation to queues or agents via a flow. ## Messaging Components and Channels - Rich content and messaging components aren’t moved. To format agent responses based on messaging components, set up [adaptive response formats](https://help.salesforce.com/s/articleView?id=ai.agent_response_enable.htm&type=5&language=en_US). - The bot’s connected channels and Omni-Flows aren’t moved. See [Connect Your AI Agent to Customer Channels](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_connect_channels.htm&release=264.0.0&type=5 "Connect Agentforce Service agents to enhanced Messaging channels. If your bot is connected to enhanced Messaging channels, you can connect your agent to your bot’s channels and Omni-Channel flows. Before connecting your Agentforce Service Agent to channels, activate it."). ## Knowledge Answers Feedback - Dialogs that use data from your knowledge base, including those related to Article Answers and Generative Knowledge Answers, aren’t moved. To use knowledge articles with your agent, see [Manage Data Sources](https://help.salesforce.com/s/articleView?id=ai.agent_setup_data_sources.htm&type=5&language=en_US). - Agents don’t have an out-of-the-box way to capture feedback on knowledge answers. Action steps in bots that create feedback logs aren’t converted. As a workaround, build the pipeline manually: create a custom object to store feedback, create an Apex class to capture feedback and update the record, update the agent’s instructions to call that Apex, and create custom reports to process the feedback and apply changes to the knowledge articles. ## General - The bot user isn’t moved. Assign the agent user as part of the upgrade process, or after creating an agent, assign it manually from the agent Details page. - Action steps that use an Apex class or flow are moved, but other action steps, such as those that use object search, aren’t moved. After creating the agent, add custom actions. See [Create a Custom Agent Action](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_custom.htm&type=5&language=en_US). - The bot’s primary language is moved to your agent, but additional languages aren’t. Currently, you can create AI agents from a bot with English as a primary language only. To add additional languages to your agent, see [Use Additional Languages in Enhanced Chat Conversations](https://help.salesforce.com/s/articleView?id=service.agent_languages.htm&type=5&language=en_US). ## Limitations These bot elements aren’t converted by the Upgrade Agent tool. - Goals - Action steps that don’t have an output - Action steps that are only used for dialog navigation in bots - File attachments (inbound and outbound) - Dialogs with more than 11 options, which the agent doesn’t show as buttons ## Other Considerations - The Upgrade Agent tool uses generative AI to create subagents and actions based on your bot’s dialogs, intents, and other information. - Before activating the agent, carefully review and test it. See [Best Practices for Subagent Instructions](https://help.salesforce.com/s/articleView?id=ai.copilot_topics_instructions.htm&type=5&language=en_US) and [Test Your Agent](https://help.salesforce.com/s/articleView?id=ai.agent_parent_test.htm&type=5&language=en_US). - If your bot involves context variable, deploy the agent in messaging embedding channel and test primary use cases. - Agentforce Service Agent is a consumption-based product that bills based on usage type. #### See Also - [Considerations for Agents](https://help.salesforce.com/s/articleView?id=ai.copilot_considerations.htm&language=en_US) - [How the Upgrade Agent Tool Works](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_how_it_works.htm&language=en_US) - [Service Agent Considerations and Limitations](https://help.salesforce.com/s/articleView?id=ai.service_agent_considerations.htm&language=en_US) - [Billing Considerations for Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=sf.service_agent_billing_considerations.htm&language=en_US)