---
schema_version: "1"
id: e8a5fc5a6a149c1e332bbe132cfa54e0781768f8421cb12cd37a4aec36c9efce
title: Set Up Enhanced Bots
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_enhanced.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: da1685ae4533a9047268c37cf2786ccfd2cc16503af3dbf0b11a90573d11fa22
description: Build more secure, more personalized conversational experiences with Enhanced Bots. Connect an enhanced bot to enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels, and to Slack and the Einstein Bots API. Leverage the flexibility of Omni-Channel Flow and powerful business rules to route conversations to and from a bot. Plus, add rich content such as files to your bot conversations—no workarounds required.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Set Up Enhanced Bots

Build more secure, more personalized conversational experiences with Enhanced Bots. Connect an enhanced bot to enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels, and to Slack and the Einstein Bots API. Leverage the flexibility of Omni-Channel Flow and powerful business rules to route conversations to and from a bot. Plus, add rich content such as files to your bot conversations—no workarounds required.

### 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;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table>

![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 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](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce).

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Differences between Standard and Enhanced Bots">
      <caption>Differences between Standard and Enhanced Bots</caption>
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d12041e80">Feature</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d12041e83">Standard Bots</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d12041e86">Enhanced Bots</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" colspan="3" style="text-align:center;vertical-align:top;" headers="d12041e80 d12041e83 d12041e86 ">Conversation Routing</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Supported Channels</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Chat, Standard Messaging channels</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">
            <p>Enhanced Messaging channels, including: </p>
            <ul>
              <li>Enhanced Chat</li>
              <li>Enhanced Messaging for Facebook</li>
              <li>Enhanced Messaging for WhatsApp </li>
              <li>Bring Your Own Channel</li>
              <li>Bring Your Own Channel for CCaaS</li>
            </ul>
            <p style="margin-bottom:0;">Slack, Einstein Bots API v5 and later</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Inbound Routing: Connect your bot to channels to send messages to your bot</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Connections: One-to-one linking between channel and bot</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">
            <p>Omni-Channel Flow: Flexible linking between channel and bot. Conversations are
              dynamically routed to the bot, based on the business rules in the flow.</p>
            <p style="margin-bottom:0;">Use Connections to
              connect your enhanced bot to Slack and to the Einstein Bots API.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Outbound Routing: Transfer conversations from your bot</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">
            <p>Direct transfer: Sends a conversation directly to a specific standard bot, queue,
              or skill.</p>
            <p style="margin-bottom:0;">The Transfer to Agent Next Step and Transfer to Agent system dialog
              transfer the conversation to a service rep in the queue specified in the channel or
              deployment.</p>
          </td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">
            <p>Omni-Channel Flow: Dynamically sends a conversation to a service rep, bot, queue,
              or skill, based on the business rules in the flow. </p>
            <p>The Transfer to Agent Next Step
              and Transfer to Agent system dialog use the default outbound Omni-Channel flow
              specified on the Bot Overview page to route the conversation to an agent or bot,
              based on the business rules in the flow.</p>
            <p style="margin-bottom:0;">Supports direct transfer to another enhanced bot. </p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" colspan="3" style="text-align:center;vertical-align:top;" headers="d12041e80 d12041e83 d12041e86 ">Creating a Bot</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Cloning</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Can be cloned as a standard bot or as an enhanced bot</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Can be cloned as an enhanced bot only</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Templates</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">
            <p>Creating a bot from a template: Supported</p>
            <p>Creating a template from a bot:
              Supported</p>
            <p style="margin-bottom:0;">A template is supported for either standard or enhanced bots, so available
              templates can vary between bot types.</p>
          </td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">
            <p>Creating a bot from a template: Supported</p>
            <p>Creating a template from a bot:
              Supported</p>
            <p>A template is supported for either standard or enhanced bots, so available
              templates can vary between bot types.</p>
            <p style="margin-bottom:0;">The <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_template.htm&amp;release=264.0.0&amp;type=5" title="Take a deep dive into the Einstein Bot Intro Template. You can learn how to create great bots by reviewing building tips, conversation design strategies, and bot flow. Create a bot to connect with sales, report an issue, and check the status of an issue or an order.">Intro
                Template</a> isn’t available out-of-the-box for enhanced bots. You can’t create an
              enhanced bot from the Intro Template, but you can clone a standard bot created from the
              Intro Template as an enhanced bot.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Bot Blocks</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">
            <p>Creating a block from a dialog group: Supported</p>
            <p>Importing a block:
              Supported</p>
            <p style="margin-bottom:0;">A bot block is supported for either standard or enhanced bots, so available
              blocks can vary between bot types.</p>
          </td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">
            <p>Creating a block from a dialog group: Supported</p>
            <p>Importing a block:
              Supported</p>
            <p style="margin-bottom:0;">A bot block is supported for either standard or enhanced bots, so available
              blocks can vary between bot types.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Bot Preview</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Rich Content Preview, Text Preview</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Text Preview</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" colspan="3" style="text-align:center;vertical-align:top;" headers="d12041e80 d12041e83 d12041e86 ">Conversational Enhancements</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Rich Content</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Not supported</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">
            <p>Supports inbound files, outbound files</p>
            <p> Supports the following messaging components:</p>
            <ul>
              <li>Enhanced link</li>
              <li>Time selector</li>
              <li>Question with dynamic options*</li>
            </ul>
            <p>*The plain text Static and Dynamic Question dialog steps are supported for standard
              and enhanced bots.</p>
            <p style="margin-bottom:0;">The Einstein Bots API doesn’t support messaging
              components.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Multi-Language Support</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Context Variables</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Chat Key, Contact Id, End User Id, Routable Id</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Contact Id, End User Id, Routable Id</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Bot Options Menu</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported for bots on Chat</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported for bots on Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Bot Response Delay</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Pre-Chat</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported for bots on Chat</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported for bots on Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Post-Chat URLs</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported for bots on Chat</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported for bots on Enhanced Chat</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" colspan="3" style="text-align:center;vertical-align:top;" headers="d12041e80 d12041e83 d12041e86 ">Smart Features</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Article Answers</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">NER: Exact Match, Entity Recognition</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">NLP: Intent Model, Intent Classification, Intent Recognition</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" colspan="3" style="text-align:center;vertical-align:top;" headers="d12041e80 d12041e83 d12041e86 ">Bot Reporting</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Goals</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Event Logs</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Standard Reports</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Einstein Bots Value Dashboard</td>

          <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported for Einstein Bots customers with CRM Analytics</td>

          <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported for Einstein Bots customers with CRM Analytics</td>

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

- **[Create an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create.htm&release=264.0.0&type=5)**  
    Use the Guided Setup Flow to create an enhanced bot from scratch or from a template. Or you can clone an existing bot.
- **[Route Conversations to and from Your Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route.htm&release=264.0.0&type=5)**  
    Use Omni-Channel Flow to send conversations to and from your bot over enhanced Messaging channels. Or connect your enhanced bot to Slack or the Einstein Bots API on the Bot Overview page.
- **[Use Pre-Chat with an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_prechat.htm&release=264.0.0&type=5)**  
    Use an enhanced bot to gather important customer information and customize a conversation with a bot or service rep on Enhanced In-App Chat or Enhanced Web Chat channels. After you set up pre-chat for Enhanced Chat, create and map custom bot context variables to the Messaging Session object.
- **[Boost Your Enhanced Bot with Structured Content](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_rich.htm&release=264.0.0&type=5)**  
    Deliver richer bot conversations over enhanced Messaging channels and decrease service rep handle time with interactive, user-friendly structured content. Set up your enhanced bot to send a file, receive a file, or display an enhanced link.
- **[Considerations for Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_considerations.htm&release=264.0.0&type=5)**  
    Carefully review these considerations before setting up Enhanced Bots.