---
schema_version: "1"
id: 19d9eb28b6eea71310ede4eacda36f8ce76e794143a4f27ead1258e159df428e
title: Set Up a Dialog
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_setup_dialog.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b4b34b9e70ad660af89b6e45c3ba437d38d9240d7a06a42d97b7b841f2c931a7
description: After you add a dialog, set it up by adding steps (outbound messages, questions, actions, rules) and tell the bot what to do after the dialog finishes. If you’re using intents, train the bot to understand the customer intent associated with the dialog.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Set Up a Dialog

After you add a dialog, set it up by adding steps (outbound messages, questions, actions, rules) and tell the bot what to do after the dialog finishes. If you’re using intents, train the bot to understand the customer intent associated with the dialog.

### 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>.</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="d41719e57">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d41719e57 ">To build and manage Einstein Bots:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d41719e57 ">
              <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>

1. From the Bot Builder menu, click **Dialogs**.
    
    ![Dialogs option in Bot Builder menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_builder_menu_dialog.png)
2. In the Dialogs panel, click the dialog that you want to set up and click **![Action menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_actionmenu.png)** | **Edit**.
    
    ![Edit dialog](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_dialog_setup.png)
    
    If you don’t have any dialogs yet, see [Add a Dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_new_dialog.htm&release=264.0.0&type=5 "Name the dialog and decide whether to include it in the Bot Options menu that’s always available to your customers in the chat window.").
3. To add a step to the dialog, drag a step from the Dialog Component Library onto the canvas, or click ![Display dialog elements](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_dialog_element.png) on the canvas to select a type of step. Then configure the details in the Step Properties panel.
    
    Add any of these types of steps:
    
    - **Outbound Messages**—[Send an outgoing message from your bot to your customer](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_message.htm&release=264.0.0&type=5 "Use an Outbound Message step to send a message from the bot to your customer.").
    - **Questions**—[Gather information from your customer](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question.htm&release=264.0.0&type=5 "Use a Static Question step to offer predefined options that let your customers answer questions quickly.").
    - **Actions**—[Run an autolaunched flow, send email, or use Apex](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_action.htm&release=264.0.0&type=5 "Use Action steps to run autolaunched flows and send emails. Action steps let your bot use Apex to create, read, update, or delete Salesforce objects, retrieve data and display it, and retrieve external data from a third-party API. Add a goal to a dialog to evaluate how well your bot is helping your customers.") to read, update, or delete Salesforce objects, retrieve data and display it to the customer, and retrieve external data from a third-party API.
    - **Rules**—Specify the conditions that start any of these actions: [call a dialog from within the current dialog, redirect to a different dialog, clear a variable value, transfer to a service rep, and set variables](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_rule.htm&release=264.0.0&type=5 "Use rules to specify the conditions that start any of these actions: call a dialog from within the current dialog, redirect to a different dialog, clear a variable value, transfer to a service rep, and set a variable. Use rules to send targeted messages to your customers with Conditional Messaging. Rule conditions are optional.").
    
    Drag dialog steps around the canvas to change their order in the dialog.
4. Tell the bot what to do when it finishes a dialog. The bot can wait for customer input and evaluate the intent, show a menu of options, start another dialog, or transfer the customer to a service rep.
    
    ![Tell the bot what to do next](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_next_step_cc_600.png)
    
    When a standard bot transfers to a service rep with the dialog Next Step, the bot transfers the conversation to a service rep in the queue specified in the channel or deployment. An enhanced bot transfers the conversation to the default outbound Omni-Channel flow specified on the Bot Overview page. The conversation is then routed to a service rep, queue, or skill, based on the business rules in the flow.
    
    Each menu item is a dialog. To display a menu, use **Show a menu** to build a menu, where each menu item is a dialog. Or use **Start another dialog** to display the Main Menu dialog.
5. Save the dialog.

- **[Set Up a Dialog Message Step](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_message.htm&release=264.0.0&type=5)**  
    Use an Outbound Message step to send a message from the bot to your customer.
- **[Use a Dialog Question Step](https://help.salesforce.com/s/articleView?id=service.bots_service_using_dialog_question.htm&release=264.0.0&type=5)**  
    Question steps allow bots to ask the customer questions, receive data from the customer, and inform the bot about what action to take next.
- **[Set Up a Dialog Action Step](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_action.htm&release=264.0.0&type=5)**  
    Use Action steps to run autolaunched flows and send emails. Action steps let your bot use Apex to create, read, update, or delete Salesforce objects, retrieve data and display it, and retrieve external data from a third-party API. Add a goal to a dialog to evaluate how well your bot is helping your customers.
- **[Set Up a Dialog Rule Step](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_rule.htm&release=264.0.0&type=5)**  
    Use rules to specify the conditions that start any of these actions: call a dialog from within the current dialog, redirect to a different dialog, clear a variable value, transfer to a service rep, and set a variable. Use rules to send targeted messages to your customers with Conditional Messaging. Rule conditions are optional.