---
schema_version: "1"
id: 7a85ecdd531e2c224d6310aa30d5f651a79bf640bdc71838edade0a80dd9dda8
title: Create an Enhanced Bot
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_enhanced_create.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: fe2911aea0a6ed0b43a87753ec1ae745b3e766354453fbdbdcb15a056f10fbd4
description: Use the Guided Setup Flow to create an enhanced bot from scratch or from a template. Or you can clone an existing bot.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Create an Enhanced Bot

Use the Guided Setup Flow to create an enhanced bot from scratch or from a template. Or you can clone an existing bot.

### 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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d24711e64">User Permissions Needed</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24711e64 ">To build and manage Einstein Bots:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24711e64 ">
            <p>Customize Application</p>
            <p>OR</p>
            <p>Modify Metadata</p>
            <p>OR</p>
            <p style="margin-bottom:0;">Manage Bots</p>
          </td>

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

- Turn on Omni-Channel to allow Salesforce to create Omni-Channel flows to route conversations to and from your bot. Omni-Channel must be enabled to create and manage Omni-Channel flows.
- Visit [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.") to get an overview of inbound and outbound routing with Omni-Channel Flow.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <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="colgroup" class="slds-cell-wrap" colspan="3" style="vertical-align:top;" id="d24711e128">
            <strong>Routing for Your Enhanced Bot</strong>
          </th>
        </tr>
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d24711e137">&nbsp;</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d24711e139">Inbound: Send conversations to your enhanced bot</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d24711e142">Outbound: Transfer conversations from your bot </th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d24711e128 d24711e137 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create_scratch.htm&amp;release=264.0.0&amp;type=5" title="Use the guided setup to create an enhanced bot from scratch or from a template. The guided setup is fitted with tools that help create exceptional bot experiences, including helpful custom and system dialogs, entities and variables for capturing customer input, plus bot analytics.">Create an Enhanced Bot from Scratch or from a Template</a>
          </td>

          <td data-label="Inbound: Send conversations to your enhanced bot" class="slds-cell-wrap" style="vertical-align:top;" headers="d24711e128 d24711e139 ">
            <p>In the guided setup, you can choose to create a simple inbound Omni-Channel flow. It’s
              saved as Route to [Bot Name] and appears in the Inbound Omni-Channel Flows section of the
              Bot Overview page.</p>
            <p>To use this flow: </p>
            <ul>
              <li>In Flow Builder, specify a fallback queue in the Route Work action. Then make any other
                customizations and activate the flow.</li>

              <li>Add your flow to a Messaging channel. You can add your flow to an existing channel from
                the Inbound Omni-Channel Flows section of the Bot Overview page. Otherwise, go to the
                Messaging Settings page in Setup.</li>

            </ul>
            <p style="margin-bottom:0;">Otherwise, <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_to.htm&amp;release=264.0.0&amp;type=5" title="Create an Omni-Channel flow to route conversations to your bot over enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels. You can add powerful business rules to a flow to send a conversation to a bot or a service rep based on your criteria.">create an
                inbound Omni-Channel flow from scratch</a>.</p>
          </td>

          <td data-label="Outbound: Transfer conversations from your bot" class="slds-cell-wrap" style="vertical-align:top;" headers="d24711e128 d24711e142 ">
            <p>In the guided setup, you can create or select a default outbound Omni-Channel flow. If
              you create an outbound flow, it’s saved as Route from [Bot Name] and appears in the
              Outbound Omni-Channel Flow setting on the Bot Overview page.</p>
            <p>To use this flow, in Flow Builder, specify an agent, bot, queue, or skill as the transfer
              destination in the Route Work action. Then make any other customizations and activate the
              flow.</p>
            <p style="margin-bottom:0;">Otherwise, <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_from.htm&amp;release=264.0.0&amp;type=5" title="Use an outbound Omni-Channel flow to route conversations from an enhanced bot to a queue, a service rep, a skill, or another bot over enhanced Messaging channels. Specify a default outbound Omni-Channel flow to route from the Transfer to Agent dialog and the Transfer to Agent Next Step. To route conversations to an outbound Omni-Channel flow other than the default, set up a custom transfer with the Set Routing Type dialog step. Enhanced bots also support direct transfers to another enhanced bot.">create an
                outbound Omni-Channel flow from scratch and specify it in the Outbound Omni-Channel Flow
                setting</a>.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d24711e128 d24711e137 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create_clone.htm&amp;release=264.0.0&amp;type=5" title="Clone a standard bot as an enhanced bot to upgrade your existing conversation designs with rich content and more flexible routing.">Clone a Standard Bot as an Enhanced Bot</a>
          </td>

          <td data-label="Inbound: Send conversations to your enhanced bot" class="slds-cell-wrap" style="vertical-align:top;" headers="d24711e128 d24711e139 ">
            <p>When you clone a standard bot as an enhanced bot, we create a simple inbound Omni-Channel
              flow for your bot. It’s saved as Route to [Bot Name] and appears in the Inbound
              Omni-Channel Flows section of the Bot Overview page.</p>
            <p>To use this flow:</p>
            <ul>
              <li>In Flow Builder, specify a fallback queue in the Route Work action. Then make any other
                customizations and activate the flow.</li>

              <li>Add your flow to a Messaging channel. You can add your flow to an existing channel from
                the Inbound Omni-Channel Flows section of the Bot Overview page. Otherwise, go to the
                Messaging Settings page in Setup.</li>

            </ul>
            <p style="margin-bottom:0;">Otherwise, <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_to.htm&amp;release=264.0.0&amp;type=5" title="Create an Omni-Channel flow to route conversations to your bot over enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels. You can add powerful business rules to a flow to send a conversation to a bot or a service rep based on your criteria.">create an
                inbound Omni-Channel flow from scratch</a>.</p>
          </td>

          <td data-label="Outbound: Transfer conversations from your bot" class="slds-cell-wrap" style="vertical-align:top;" headers="d24711e128 d24711e142 ">
            <p>When you clone a standard bot as an enhanced bot, we create a simple outbound
              Omni-Channel flow for your bot. It’s saved as Route from [Bot Name] and appears in the
              Outbound Omni-Channel Flow setting on the Bot Overview page.</p>
            <p>To use this flow, in Flow Builder, specify an agent, bot, queue, or skill as the transfer
              destination in the Route Work action. Then make any other customizations and activate the
              flow.</p>
            <p style="margin-bottom:0;">Otherwise, <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_from_default.htm&amp;release=264.0.0&amp;type=5" title="Route conversations from your bot with the default Outbound Omni-Channel Flow setting. Your enhanced bot uses the default outbound flow as the routing destination for the Transfer to Agent system dialog and the Transfer to Agent Next Step. To route conversations to an outbound Omni-Channel flow other than the default, you can set up a custom transfer with the Set Routing Type dialog step.">create an outbound Omni-Channel flow from scratch and specify it in the Outbound
                Omni-Channel Flow setting</a>.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d24711e128 d24711e137 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_clone.htm&amp;release=264.0.0&amp;type=5" title="Create a similar enhanced bot to quickly help with development, or grow your enhanced bot portfolio by creating similar bots for different use cases. You can’t clone an enhanced bot as a standard bot.">Clone an Enhanced Bot</a>
          </td>

          <td data-label="Inbound: Send conversations to your enhanced bot" class="slds-cell-wrap" style="vertical-align:top;" headers="d24711e128 d24711e139 ">
            <p style="margin-bottom:0;">When you clone an enhanced bot, the inbound Omni-Channel flows that route conversations
              to your original bot don’t automatically route conversations to your new bot. To route
              conversations to your new bot, visit Flow Builder and <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_to.htm&amp;release=264.0.0&amp;type=5" title="Create an Omni-Channel flow to route conversations to your bot over enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels. You can add powerful business rules to a flow to send a conversation to a bot or a service rep based on your criteria.">edit or create an inbound
                Omni-Channel flow from scratch</a>.</p>
          </td>

          <td data-label="Outbound: Transfer conversations from your bot" class="slds-cell-wrap" style="vertical-align:top;" headers="d24711e128 d24711e142 ">
            <p>When you clone an enhanced bot, the Outbound Omni-Channel Flow setting and associated
              outbound Omni-Channel flow are retained from the original bot and automatically transfer
              conversations from your new bot.</p>
            <p style="margin-bottom:0;">To use a different Omni-Channel flow, <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_from_default.htm&amp;release=264.0.0&amp;type=5" title="Route conversations from your bot with the default Outbound Omni-Channel Flow setting. Your enhanced bot uses the default outbound flow as the routing destination for the Transfer to Agent system dialog and the Transfer to Agent Next Step. To route conversations to an outbound Omni-Channel flow other than the default, you can set up a custom transfer with the Set Routing Type dialog step.">create an outbound
                Omni-Channel flow from scratch and specify it in the Outbound Omni-Channel Flow
                setting</a></p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" colspan="3" style="vertical-align:top;" headers="d24711e128 d24711e137 d24711e139 d24711e142 ">Any Omni-Channel flow that Salesforce creates doesn’t route
            conversations to or from your bot until you customize and activate it in Flow
            Builder.</td>

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

- **[Create an Enhanced Bot from Scratch or from a Template](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create_scratch.htm&release=264.0.0&type=5)**  
    Use the guided setup to create an enhanced bot from scratch or from a template. The guided setup is fitted with tools that help create exceptional bot experiences, including helpful custom and system dialogs, entities and variables for capturing customer input, plus bot analytics.
- **[Clone a Standard Bot as an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create_clone.htm&release=264.0.0&type=5)**  
    Clone a standard bot as an enhanced bot to upgrade your existing conversation designs with rich content and more flexible routing.
- **[Clone an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_clone.htm&release=264.0.0&type=5)**  
    Create a similar enhanced bot to quickly help with development, or grow your enhanced bot portfolio by creating similar bots for different use cases. You can’t clone an enhanced bot as a standard bot.

#### See Also

- [Enable and Configure Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&language=en_US)
- [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.")