---
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id: 5f42a2a16709da457063ae9463601bb641253104687c8ef7f1bc3c277408b61c
title: Compare Einstein Bots with Agentforce Service Agent
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_asa_compare.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_asa_compare.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b6e3c3a54ddab5fd7f271fa9fc99faec7e95e69ba5ddb47bf200f35c5d1597c9
description: Einstein Bots and Agentforce Service Agent are similar in some ways and different in others. Compare their features, conversational building blocks, and availability.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Compare Einstein Bots with Agentforce Service Agent

Einstein Bots and Agentforce Service Agent are similar in some ways and different in others. Compare their features, conversational building blocks, and availability.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Foundations or Agentforce 1 Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To use enhanced Messaging channels with AI agents, <a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;language=en_US" target="_blank">see required editions</a>.</td></tr></tbody></table>

Einstein Bots capabilities that are available with Agentforce Service Agent include:

- Performing actions with an assigned user: Einstein Bots and Agentforce Service Agent perform actions, such as accessing record information, with the user that they’re assigned to. Give the assigned agent user access to features that you want the agent to use, including objects, Visualforce pages, and Apex classes.
- Connecting to customer channels: Similar to enhanced Einstein Bots, Agentforce Service Agent can chat with customers on enhanced messaging channels.
- Transferring conversations: Agentforce Service agent can detect and transfer complex and sensitive conversations to a service rep.
- Builder interface: You can create and manage AI agents in Agent Builder. Similar to the bot builder, Agent Builder includes an AI agent’s settings, components, and a preview conversation.

## Compare Conversational Building Blocks

AI agents can understand the underlying intent of messages and generate contextually relevant responses out of the box. They engage in fluid conversations and use conversation context to make decisions.

To navigate conversations, Einstein bots use predefined dialogs, steps, and utterances, and they respond to customers with scripted messages. They’re built on intent models that can require extensive setup and training. To review how bots work, see [What Makes Bots Tick?](https://help.salesforce.com/s/articleView?id=service.bots_service_terminology.htm&release=264.0.0&type=5 "Bots have many moving parts. But let’s start with a few fundamental components in Einstein Bots.").

Instead of a pre-defined conversation flow, Agentforce Service agents navigate conversations with the help of a reasoning engine and an LLM. And while bots’ main building blocks are dialogs and steps, agents are built with natural language subagents and actions.

- [Subagents](https://help.salesforce.com/s/articleView?id=ai.copilot_topics.htm&type=5&language=en_US): Subagents define the range of capabilities that your agent can handle. A subagent is a collection of actions that an agent can use to perform a job to be done. Subagents also contain instructions that help the agent make decisions and use actions effectively. Adding subagents to an agent helps it perform different jobs.
- [Actions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions.htm&type=5&language=en_US): Agent actions are the tools that the agent can use to perform the job. Similar to dialog action steps in Einstein Bots, actions can complete specific tasks by taking inputs and producing outputs. Each agent action is built on a reference action, such as a prompt template, flow, or invocable Apex class.
- Reasoning Engine: Agents use a reasoning engine to choose and launch subagents and actions during a conversation. Similar to a bot’s intent model, the reasoning engine helps an agent interpret users’ interactions and utterances. However, unlike intent models, the reasoning engine calls an LLM trained on vast amounts of data.

## Compare Availability and Billing

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:23.640661938534283%">
          <col style="width:32.86052009456265%">
          <col style="width:43.49881796690308%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d80898e139">Availability</th>
            <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d80898e142">Einstein Bots</th>
            <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d80898e145">Agentforce Service Agent</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Availability" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d80898e139 ">User interfaces</td>

            <td data-label="Einstein Bots" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d80898e142 ">Available in Salesforce Classic and Lightning Experience. Setup for Einstein
              Bots is available in Lightning Experience.</td>

            <td data-label="Agentforce Service Agent" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d80898e145 ">Available in Lightning Experience</td>

          </tr>
          <tr class="">
            <td data-label="Availability" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d80898e139 ">Editions and add-on licenses</td>

            <td data-label="Einstein Bots" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d80898e142 ">Available in Enterprise, Performance, Unlimited, and Developer Editions with
              the Agentforce Service (formerly Service Cloud) or CRM add-on license.</td>

            <td data-label="Agentforce Service Agent" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d80898e145 ">
              <p>Available in Enterprise, Performance, Unlimited, and Developer Editions with
                Foundations or Agentforce 1 Editions.</p>
              <p style="margin-bottom:0;">Access to some standard agent actions requires additional add-on licenses.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Availability" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d80898e139 ">Customer channels</td>

            <td data-label="Einstein Bots" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d80898e142 ">
              <p>Enhanced bots</p>
              <ul>
                <li>Enhanced Chat</li>

                <li>Enhanced WhatsApp</li>

                <li>Enhanced Facebook Messenger</li>

                <li>Enhanced Apple Messages for Business</li>

                <li>Enhanced SMS</li>

                <li>Enhanced LINE</li>

                <li>Bring Your Own Channel</li>

              </ul>
              <p>Standard bots</p><a name="bots_service_asa_compare__ul_vby_yvg_zdc"><!-- --></a>
              <ul id="bots_service_asa_compare__ul_vby_yvg_zdc">
                <li>Standard WhatsApp</li>

                <li>Standard Facebook Messenger</li>

                <li>Standard SMS</li>

                <li>Chat (Retiring)</li>

              </ul>
            </td>

            <td data-label="Agentforce Service Agent" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d80898e145 ">
              <ul>
                <li>Enhanced Chat</li>

                <li>Enhanced WhatsApp</li>

                <li>Enhanced Facebook Messenger</li>

                <li>Enhanced Apple Messages for Business</li>

                <li>Enhanced SMS</li>

                <li>Enhanced LINE</li>

                <li>Bring Your Own Channel</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Availability" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d80898e139 ">Languages</td>

            <td data-label="Einstein Bots" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d80898e142 ">For a list of supported languages, see <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_language_define.htm&amp;release=264.0.0&amp;type=5" title="Your global customers expect your bots to understand their native language. To know what your customers are saying, your bots must know how a language works. Bots use natural language understanding (NLU) and named entity recognition (NER) to understand language and local details such as dates, currency, or number formatting. Einstein Bots that use a specific language can better understand the customer and route them to the correct dialog.">Define Languages for Your Einstein Bot</a>.</td>

            <td data-label="Agentforce Service Agent" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d80898e145 ">For a list of supported languages, see <a href="https://help.salesforce.com/s/articleView?id=ai.service_agent_considerations.htm&amp;type=5&amp;language=en_US" target="_blank">Considerations for Agentforce Service
                Agent</a>.</td>

          </tr>
          <tr class="">
            <td data-label="Availability" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d80898e139 ">Billing</td>

            <td data-label="Einstein Bots" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d80898e142 ">Einstein Bots uses a monthly engaged session allowance. See <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_engaged_sessions.htm&amp;release=264.0.0&amp;type=5" title="Use engaged sessions to track your bot use against your monthly subscription allowance and measure bot performance.">Engaged Sessions, Bot Billing, and Bot Performance</a>.</td>

            <td data-label="Agentforce Service Agent" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d80898e145 ">Agentforce Service Agent is a consumption-based product that consumes Einstein
              Requests and <span>Data 360</span> credits based on usage type. See <a href="https://help.salesforce.com/s/articleView?id=ai.service_agent_considerations.htm&amp;type=5#service_agent_considerations/billing_considerations&amp;language=en_US" target="_blank">Billing Considerations for Agentforce Service
                Agent</a>.</td>

          </tr>
        </tbody>
      </table>

#### See Also

- [What Are Agents?](https://help.salesforce.com/s/articleView?id=ai.copilot_overview.htm&language=en_US)
- [Get to Know Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_about.htm&release=264.0.0&type=5 "Agentforce Service Agent autonomously handles service tasks and customer interactions. Learn about it and the features it leverages.")
- [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.")
- [How the Upgrade Agent Tool Works](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_how_it_works.htm&language=en_US)
- [Considerations](https://help.salesforce.com/s/articleView?id=service.bots_service_agent_from_bot_considerations.htm&release=264.0.0&type=5 "Review considerations for using the Upgrade Agent tool to upgrade Einstein Bots to Agentforce Service Agent.")