Learn how Einstein Bots and Agentforce Service Agents compare, how the Upgrade Agent tool works, and what to consider when upgrading your bots.
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 Starting August 17, 2026, Einstein Bots is in Maintenance
Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026.
However, no new features or enhancements will be added, and we recommend using Agentforce
for new AI agent implementations. See Upgrade Bots to Service Agent
and Learn about
Agentforce.
- Get to Know Agentforce Service Agent
Agentforce Service Agent autonomously handles service tasks and customer interactions. Learn about it and the features it leverages. - 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. - How the Upgrade Agent Tool Works
The Upgrade Agent tool analyzes your Einstein Bot's dialogs, intents, and action steps to generate an Agentforce Service Agent. The tool creates subagents based on grouped dialogs with similar intents, and generates agent actions from bot action steps. - Considerations
Review considerations for using the Upgrade Agent tool to upgrade Einstein Bots to Agentforce Service Agent. - Upgrade an Einstein Bot to an Agentforce Service Agent
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. - Connect Your AI Agent to Customer Channels
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. - Transfer Conversations from an Enhanced Bot to an Agentforce Service Agent
Transfer conversations from an enhanced bot to an AI agent with an Omni-Channel flow. You can save time and resources by routing customers to the point of contact that fits their use case best—whether that’s a simple self-service bot, AI agent, or service rep. For example, an Einstein bot can greet customers, resolve common inquiries, verify customer information, and filter spam messages. When a customer’s intent is complex, sensitive, or requires more personalization, the bot can transfer the conversation to an Agentforce Service agent.