--- schema_version: "1" id: f583440b2cf1d655d707d413e5eed40aad6d14b41bb2874e87343a1415f162e4 title: First, What’s a Bot? collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_whats_a_bot.md canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_whats_a_bot.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 2df3f312541bd35d2007db48cc266e0c5707be6b5863d52798e4b1ffd8500a33 description: Technically speaking, a chatbot, or bot, is “a computer program that conducts a conversation via auditory or textual methods.” products: - Service Cloud - Service Intelligence release: "264" --- # First, What’s a Bot? Technically speaking, a chatbot, or bot, is “a computer program that conducts a conversation via auditory or textual methods.” ### Required Editions
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![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). Thanks, Wikipedia...but bots are so much more: - Bots are your allies in the race to resolve support cases fast. They can even prevent them from being opened in the first place! - Bots reduce chat duration by helping customers self-direct immediately, and resolving common issues without waiting to “get in the queue.” - Bots save your service reps time (and thus, your company money), allowing reps to devote more time to complex problem-solving and consequential customer interactions. - Most importantly, bots can be trained to understand human language—and respond intelligently—through Natural-Language Processing (NLP). Bots aren’t humans. They can’t replace humans. But they can complement the support-chat experience, giving customers a friendly greeting and direct ways to get what they need—fast! What makes Einstein Bots so smart? Two significant things: - [Salesforce Einstein](https://trailhead.salesforce.com/en/modules/get_smart_einstein_feat/units/get_smart_einstein_feat_basics) and - The power of—and your data in—Salesforce! ![Friendly bot image](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_bot.png) - **[Can My Bots Sound like My Company?](https://help.salesforce.com/s/articleView?id=service.bots_service_company_voice.htm&release=264.0.0&type=5)** Every company has a “voice.” Banks and investment companies sound different from toy companies, which sound different from cosmetic companies...you get the idea. - **[What Help Do I Need to Get Botting?](https://help.salesforce.com/s/articleView?id=service.bots_service_help.htm&release=264.0.0&type=5)** Bot success starts with building the right team and creating a realistic plan for your company. - **[Engaged Sessions, Bot Billing, and Bot Performance](https://help.salesforce.com/s/articleView?id=service.bots_service_engaged_sessions.htm&release=264.0.0&type=5)** Use engaged sessions to track your bot use against your monthly subscription allowance and measure bot performance. - **[Einstein Bots Requirements](https://help.salesforce.com/s/articleView?id=service.bots_service_requirements.htm&release=264.0.0&type=5)** Before we can have fun with Einstein Bots, we have to finish a few chores. - **[Einstein Bots System Limitations](https://help.salesforce.com/s/articleView?id=service.bots_service_limitations.htm&release=264.0.0&type=5)** To build better bots, it helps to understand the maximum number of dialogs that can be attached, steps to implement, or the maximum number of versions per bot. - **[Einstein Bots and Your Data](https://help.salesforce.com/s/articleView?id=service.bots_service_data.htm&release=264.0.0&type=5)** Einstein Bots includes two types of data: event data and intent data. Intent data, the data bots use to decide between intents, is discussed in Intent Management. Event data shows the details of actual bot conversations. You can use event data to create reports on trends, drill down into sessions to identify errors at the source, and use versioning to seamlessly update your bot. - **[Understanding Bot Permissions](https://help.salesforce.com/s/articleView?id=service.bots_service_permissions.htm&release=264.0.0&type=5)** Enable your team to collaborate building Einstein Bots and intent models. Manage Bots and Manage Bots Training Data permissions allow users to access different parts of the bot depending on their needs. - **[Learn About Einstein Bots Compliance](https://help.salesforce.com/s/articleView?id=service.bots_service_compliance.htm&release=264.0.0&type=5)** Bots are compliant with The Health Insurance Portability and Accountability Act (HIPAA), so customers in the healthcare industry can have secure conversations over Chat. Bots now exceed data confidentiality and privacy standards set by the Service Organization Controls reports (SOC 2), and they’re compliant with International Organization for Standardization (ISO) standards. Learn about how the bot infrastructure creates a secure environment with established processes and controls built around security, availability, and confidentiality of customer data. - **[Reduce Bias in Einstein Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_bias.htm&release=264.0.0&type=5)** Reduce the amount of bias in your Einstein bot by revising your bot script and intent model. Use accessibility best practices and design by channel to create a great bot experience every time.