Bot Builder is the visual editor for Einstein Bots — drag-and-drop dialog design, intent training, entity extraction, action wiring. The companion tool to Setup → Einstein Bots; the bot's data model lives in Setup, the actual conversation flow lives in Bot Builder.
- Confirm Einstein Bots is licensed
Setup → Einstein Bots — if absent, the feature isn't enabled.
- Setup → Einstein Bots → click into a bot → Open Bot Builder
Bot Builder opens in a new tab.
- Build Dialogs on the canvas
Each Dialog is a conversation flow. Drag elements: Question / Action / Rule / Subflow / Variable / End. Connect with arrows.
- Define Intents (NLP)
Intents map user phrases to dialogs. "Where's my order" / "order status" / "track my package" all map to Order Status intent. Add 10-15 example utterances per intent for reliable training.
- Define Entities
Entities extract data from user messages — Order Number, Email, Date. Built-in entities (System.Email, System.Date) handle common cases; custom entities for domain-specific data.
- Wire Actions to Dialog steps
Each Dialog step can call an Apex Bot Action, run a Flow, or query records. This is how the bot does work, not just chat.
- Test in the Test Pane
Iterate — type messages, watch the bot's path, fix dialogs that don't match user intent.
- Save and Activate
Activated bots receive traffic from connected channels. Inactive bots are draft.
Conversation flows. Reusable via Subflow.
Phrase → Dialog mapping.
Data extraction patterns.
Apex / Flow / SOQL invocation per dialog step.
Conversation state, persisted across the bot session.
- NLP training needs example utterances. Bots with 3 utterances per intent miss frequently; 15+ per intent reaches reliable accuracy. Plan training data investment.
- Bot Actions are how bots take action. Without bound Actions, bots can only chat — answering FAQs is limited. For order status / password reset / etc., write Apex Bot Actions.
- Activating a new bot version replaces the previous one for new conversations. In-flight conversations stay on their started version — versioning matters for upgrades.