---
schema_version: "1"
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title: Set Up an Einstein Bot for Bring Your Own Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/byoc_ccaas_einstein_bot.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_einstein_bot.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 192874b49e8d2b7d94df94a355ea60906a8675dd579d995f7d78835ed4f854b3
description: When you install a managed package to set up Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS, your Messaging or CCaaS partner vendor may include a sample Einstein Bot with associated flows. Clone or adjust the sample Einstein bot and flows to fit your use case, for example, to route an inbound message from a bot to a service rep. If your managed package doesn’t include a sample bot, you can still create an Einstein bot and associate it with your messaging channel.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Set Up an Einstein Bot for Bring Your Own Channel

When you install a managed package to set up Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS, your Messaging or CCaaS partner vendor may include a sample Einstein Bot with associated flows. Clone or adjust the sample Einstein bot and flows to fit your use case, for example, to route an inbound message from a bot to a service rep. If your managed package doesn’t include a sample bot, you can still create an Einstein bot and associate it with your messaging channel.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
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            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

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            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="byoc_ccaas_einstein_bot__d1101e2132"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="byoc_ccaas_einstein_bot__d1101e2132" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
              <strong>This article applies to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS</td>

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            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
              <strong>This article doesn’t apply to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
              WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple
              Messages for Business, and Enhanced LINE channels</td>

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      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d152557e98">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152557e98 ">To build and manage Einstein Bots:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152557e98 ">Customize Application OR Modify Metadata OR Manage Bots</td>

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![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/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).

1. From Setup, in the Quick Find box, enter Einstein Bots, and then select **Einstein Bots**.
2. In the My Bots list, for the sample bot, click the dropdown and select **Clone**, or edit the sample bot to meet your needs.
3. The sample bot may include a simple inbound Omni-Channel flow. It appears in the Inbound Omni-Channel Flows section of the Bot Overview page. To use this flow:
    - In Flow Builder, specify a fallback queue in the Route Work Action element. Then make any other customizations and activate the flow.
    - Add your flow to your Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS 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. Then select **Omni-Flow** under Omni-Channel Routing and specify the inbound flow.
4. If the sample bot doesn’t include an inbound Omni-Channel flow, [create an inbound Omni-Channel flow from scratch](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_to.htm&type=5&language=en_US).
5. The sample bot includes an Outbound Omni-Channel Flow that appears in the Settings section of the Bot Overview page. Add a different flow, or edit the sample flow in Flow Builder to meet your needs.
6. In Einstein Bot Builder, click **Activate** to activate the bot.
7. For Bring Your Own Channel for CCaaS only, if your partner CCaaS vendor controls routing, contact the partner vendor to finish setting up routing for the flow associated with your Einstein bot. They will need the flow ID and fallback queue ID. If Salesforce controls routing, this step isn’t necessary.

#### See Also

- [Clone an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_clone.htm&type=5&language=en_US)
- [Using Enhanced Bots in Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_considerations_bots.htm&release=264.0.0&type=5 "To take advantage of Salesforce AI features, add an enhanced bot to your Enhanced Chat channels or enhanced Messaging channels. Standard Messaging channels support standard bots.")