---
schema_version: "1"
id: 5eb6599090a36e493890d8ad30fc24fce26a9df471a54e9ab9fa6bf857b62994
title: Understand System Bot Dialogs
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_system_bot_dialog.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_system_bot_dialog.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 98b6f842f0602dbd07e73ccccc7e83c3662811286d6fa7f81b2a474cf3dd6817
description: Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Understand System Bot Dialogs

Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone.

### 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>

System dialogs are essential functions that help a conversation move smoothly. The following system dialogs are automatically loaded with each new bot. Existing bots can assign dialogs to these functions by setting a dialog.

System dialogs can vary based on how you create your bot. The system dialogs in bots cloned from another bot or created from a template include any customizations made to the system dialogs in the original bot or template.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d90020e61">System Bot Dialog</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d90020e64">Description</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="System Bot Dialog" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e61 ">Confused</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e64 ">
            <p>The Confused dialog helps you address requests that are out of scope for your bot.
              The bot uses the messages displayed in this dialog, combined with intent training,
              to respond whenever it’s unable to resolve a customer’s input.</p>
            <p style="margin-bottom:0;">The Confused Dialog doesn’t recognize actions listed within the Next Step section,
              because the Confused Dialog is always called from within another dialog.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="System Bot Dialog" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e61 ">End Chat</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e64 ">
            <p>The End Chat dialog is used to end a conversation. </p>
            <p>In a standard bot, the End
              Chat dialog thanks the customer for taking the time to chat and prompts them to
              manually end the conversation with the End Chat button.</p>
            <p style="margin-bottom:0;">In an enhanced bot,
              the End Chat dialog thanks the customer for taking the time to chat and
              automatically closes the conversation. If the customer enters text after the bot has
              closed the conversation, the bot opens a new conversation. The bot doesn’t recognize
              any Next Step specified in the End Chat dialog, because the bot closes the
              conversation before reaching the Next Step.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="System Bot Dialog" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e61 ">Error Handler</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e64 ">The Error Handler dialog delivers a message if an error occurs inside the
            conversation.</td>

        </tr>
        <tr class="">
          <td data-label="System Bot Dialog" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e61 ">Main Menu</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e64 ">The second dialog sent to your end user after the Welcome Dialog. When a user
            asks to go back to the Main Menu, they receive this dialog.</td>

        </tr>
        <tr class="">
          <td data-label="System Bot Dialog" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e61 ">No Agent</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e64 ">
            <p>The system dialog sends a message to the end user if no service reps are
              available. This feature supports Chat and Messaging (SMS) channels only.</p>
            <p>In Chat,
              the bot checks to see if service reps are available in the default queue attached to
              the channel before transferring the conversation. If all service reps assigned to
              the queue are unavailable, a custom message is sent to the customer. You can edit
              channels on the Bot Overview Page. </p>
            <p style="margin-bottom:0;">Bots using Messaging channels check the
              business hours attached to the channel. The bot sends a message to the end user if
              an incoming message arrives outside business hours.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="System Bot Dialog" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e61 ">Transfer to Agent</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e64 ">
            <p>In a standard bot, this action dialog automatically transfers the conversation from
              a bot to a service rep in the queue specified in the channel or deployment.</p>
            <p style="margin-bottom:0;">In an enhanced bot, this action dialog automatically 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.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="System Bot Dialog" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e61 ">Welcome</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e64 ">The first dialog that your bot sends to your customer interacting with a bot.
            This dialog is represented with the Home icon and allows for a customized
            message.</td>

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

- **[Setting System Bot Dialogs](https://help.salesforce.com/s/articleView?id=service.bots_service_system_bot_dialog_setting.htm&release=264.0.0&type=5)**  
    System Bot Dialogs help guide the bot through the conversation flow, and you can assign custom dialogs as system dialogs to customize the experience.