Use Einstein Bot with Social25

Social25 won’t just sent any message to Einstein Bot, this depends on the conversation state and message types. This article explains how Social25 and Einstein Bot interact.

Initial message

When you have an Einstein Bot connected to a Social25 channel, all conversations will start in the Auto Bot state. When a conversation is in the Auto Bot state, all inbound messages will be forwarded to your bot. Einstein can currently only handle inbound text messages. Other message types will be ignored.

Einstein will create a session ID for that specific conversation, which is needed for the conversation context. After 3 days, this session is deleted and a new session will be created. At this point any context from the previous session is lost.

Transfer to agent

If Einstein returns an Escalate message (Transfer to agent), a handover is performed. At this point the conversation state is updated to Open in Social25. Additionally an event message is added to the conversation. Depending on your Social25 configuration, this message will trigger the creation of a Lead, Case of Opportunity in Salesforce. At this point a service agent can continue the conversation in with the customer, who can see the discussion the customer had with the bot in the chat window.

End chat

Einstein also can send an End Session message (End Chat). When this message is sent, we clear up the session that is connected to the conversation. All context is lost and the conversation state won't be changed. When a new message is received a new session is created, and the previous state is kept the same.

You can refer to this article to manually change a conversation state, or how to automate this.

Errors

Einstein can handle errors within the Einstein flow, using the Error Handler dialog. If something goes wrong calling Einstein Bot, or if your bot is not activated, a hard coded message is sent to the conversation, informing the customer of a handover to an agent. At this point a handover is performed as described in the Transfer to agent section.