--- schema_version: "1" id: a38dfa29d42b7de68300b4c90f46688efb8871776c63ade9530faa3fe496d13c title: What’s an Entity? collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_whats_an_entity.md canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_whats_an_entity.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: f6a777c7e3f8e6da87f3baeec764e1e4bfd7be6609c917743529f7689e745918 description: "An entity represents a type of data that you want to collect from a customer. We provide the following system entities: Boolean, Currency, Date, DateTime, Email Address, Number, Object (standard or custom), Phone Number, and Text." products: - Service Cloud - Service Intelligence release: "264" --- # What’s an Entity? An entity represents a type of data that you want to collect from a customer. We provide the following system entities: Boolean, Currency, Date, DateTime, Email Address, Number, Object (standard or custom), Phone Number, and Text. ### Required Editions
View supported editions.
![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). Restricting the type of data that can be input into a field is crucial for data integrity. In Salesforce objects, fields are defined by an included Field Type, which describes the type of data that’s stored inside the field. In Einstein Bots, the Data Type and the Field are separated into an entity and a variable. Entities store the type of data that you want to store and can be shared across multiple variables or versions of the same bot. When you use a Question element to gather information from a customer, you specify the entity to look for in the customer input. You also specify a variable to store the information that the bot finds. The bot examines the customer input for the entity that you specify, and then stores the information in the variable that you specify. ## System Entities and Custom Entities Einstein Bots includes system entities, which are defined by the data type. They’re intentionally generic so that you can reuse them frequently across your bot. For example, the Text system entity accepts all text that the customer inputs in response to a question. To make your variable more specific, you can create custom entities to further define the data stored. Custom entities can have the data type of Text, Number, Boolean, Date, DateTime, or Currency. ## Entities and Conversation Repair Entity extraction is helpful when used with [Conversation Repair](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question_text.htm&release=264.0.0&type=5 "Use a Question step to gather information from your customers using text input."). If a customer response doesn’t match the entity format, you can provide extra messages to help the customer correct the formatting. ![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 Boolean system entities are English-only. ## Boolean Entities Boolean Entities define yes or no answers. When selected, bots look for words, emoji, or phrases that commonly refer to either yes or no. You can include static choices to encourage the end user to pick one, but if they type instead, the bot filters that text through the boolean entity parameter. If the bot can’t identify yes or no from the input, the text is categorized as a neutral response. ![An example of a boolean entity.](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_boolean_entity.png) Boolean entities support the same languages as Einstein Bots, but English is the only language that’s generally available. All other languages are supported in beta. Learn more about supported languages at [Define Languages for Your Einstein Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_language_define.htm&release=264.0.0&type=5 "Your global customers expect your bots to understand their native language. To know what your customers are saying, your bots must know how a language works. Bots use natural language understanding (NLU) and named entity recognition (NER) to understand language and local details such as dates, currency, or number formatting. Einstein Bots that use a specific language can better understand the customer and route them to the correct dialog."). Einstein Bots also support emoji responses. ## Custom Text Entities You can create custom text entities to enforce patterns of text or categorize synonyms of the same word as one value. To add a Regex pattern to your entity, use the Pattern Extraction Type. Use the Value Extraction Type to set values and their alternates. ![An example of an email pattern entity.](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_entity_pattern.png) ![An example of a value entity.](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_entity_value.png) - **[Add a Custom Entity](https://help.salesforce.com/s/articleView?id=service.bots_service_add_entity.htm&release=264.0.0&type=5)** Create custom entities to gather information that matches a regex pattern or list of synonym values. - **[Add a Value List Entity](https://help.salesforce.com/s/articleView?id=service.bots_service_add_entity_value_list.htm&release=264.0.0&type=5)** A value list entity provides a way to extract the entity if there’s an exact match to a value or a synonym in a list of values.