---
schema_version: "1"
id: ed23de3b55c3940d0cf1d1c7906852799901e3837ad95187dcd91ed977ee8458
title: Set Up Case Management Bot
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/es_ap_case_management_bot_set_up.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.es_ap_case_management_bot_set_up.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cb153d5956d56620eaa627acc4affbaa4440d61a02e8f853a839c28252305fa7
description: Configure Embedded Messaging with a case management bot. With the bot, your alumni can create cases and find case statuses rapidly.
products:
  - Service Cloud
release: "264"
---
# Set Up Case Management Bot

Configure Embedded Messaging with a case management bot. With the bot, your alumni can create cases and find case statuses rapidly.

### 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.service_editions_reference.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="d189560e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d189560e55 ">To open, edit, or create a flow in Flow Builder:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d189560e55 ">Manage Flow</td>

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

Use these case management bot templates to create a case management bot and integrate it with Embedded Messaging: Industry Case Management Bot and Case Management Lite Bot.

There’s only one difference between the two bot templates: the bot created from the Industry Case Management Bot template generates an engagement topic record automatically. See [Get Started with the Case Management Enhanced Bot Templates](https://help.salesforce.com/s/articleView?id=ind.case_management_bot_template.htm&type=5&language=en_US).

Return to the Omni-Channel flow that you created when you prepared a Salesforce org, and associate it with a case management bot.

1. From Setup, in the Quick Find box, enter **Flows**, and select **Flows**.
2. Find and select your previous Omni-Channel flow from the list.
3. Edit the Route Work element, and select a case management bot from the Route To dropdown list.
4. Activate the flow.
    
    With this flow, an alumnus can chat with a bot to create and track cases and also chat with a support rep for further support.