---
schema_version: "1"
id: 83503553dce2ee2b2b43f3fa69177563bd93a6548f1ef5f56093675e35ea08ba
title: Understand What the Student Success Chatbot Does
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sfdo/264-0-0/ssh_setup_chatbot_understand.md
canonical_url: https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_chatbot_understand.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9128cbcb7828be8569f3601f46276c750d859ab99eb5f7eb96560ac911388025
description: Learn how the chatbot engages with students and uses flows.
products:
  - Nonprofit
  - Education
release: "264"
---
# Understand What the Student Success Chatbot Does

Learn how the chatbot engages with students and uses flows.

- **[How Does the Chatbot Initiate Conversation?](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_chatbot_understand.htm&release=264.0.0&type=5)**  
    The Student Success chatbot combines a number of Salesforce tools.
- **[What Conversations Can the Chatbot Have?](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_chatbot_understand.htm&release=264.0.0&type=5)**  
    The Student Success chatbot includes menu items that allow students to manage their SMS notification preferences, view and update the status of Tasks in their Success Plans, and learn how to connect with members of their success team.
- **[How Does the Chatbot Get Information?](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_chatbot_understand.htm&release=264.0.0&type=5)**  
    Flows power the logic that’s used in Student Success chatbot conversations.

## How Does the Chatbot Initiate Conversation?

The Student Success chatbot combines a number of Salesforce tools.

- Outbound Messages
- Process Builder
- Omni-Channel
- Einstein Bots
- Flows

Initially, the Student Success chatbot—an Einstein bot—uses a scheduled flow, Student Success Chatbot: Welcome, and a messaging template to invite students to engage with it. Omni-Channel receives the student's first reply Omni-Channel and passes it to the chatbot as an inbound message, allowing the conversation to continue. The chatbot uses other flows to fetch data about the student Contact and their open Tasks.

## What Conversations Can the Chatbot Have?

The Student Success chatbot includes menu items that allow students to manage their SMS notification preferences, view and update the status of Tasks in their Success Plans, and learn how to connect with members of their success team.

## How Does the Chatbot Get Information?

Flows power the logic that’s used in Student Success chatbot conversations.

Student Identification

When a student initiates a conversation with the Student Success chatbot via SMS, the bot runs a flow to retrieve the student's Contact information.

Tasks

When a student chooses to view their Tasks, they can view all open Tasks or Tasks that are due on the current day. The Student Success chatbot runs a flow to retrieve information on the Tasks that the student wants to see.

Preferences

When a student chooses to update their notification preferences—for example, to pause notifications for 7 days—the Student Success chatbot runs a flow to update the Bot Messaging fields on the student's Contact record and to update the Bot Messaging reminder fields on the student's Task records.