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Minhaj ArifinMinhaj Arifin 

Chatbot Einstein Capabilities - Some high level questions

Hello, 
Can you please help me get answers to these questions related to the capabilities of Einsterin Bots? Thank you in advance for your valuable and helpful responses!

Do Einstein Bots work on Mobile phones, 2-way SMS and MMS (Long messgaes with vidoes or images)? 
Do Einstein Bots integrate with Social Media applications like Facebook, Twitter etc.? 
Can Einstein Bots provide directory assistance 
Can Einstein Bots help customers fill out a forms - like a walk-thru to explain each field? 
Can Einstein Bots notify the most suitable person to handle a specific customer request based on set criteria? 
Can we customize avatars in Enstein Bots? 
Do Einstein Bots have multipile language capability? 
Do Einstein Bots work with large number of customers at the same time? 
Can Einstein Bots provide a Post Chat Survey to a customer? 
Do Einstein Bots integrate with the Org's database to pull any information needed? 
Can we robustly report on Einstein Bots?
Once we have setup Einstein Bots, are they easy to maintain? 

THanks, 
Minhaj 
Best Answer chosen by Minhaj Arifin
Deepak AnandDeepak Anand
I can give this a shot - 

Do Einstein Bots work on Mobile phones, 2-way SMS and MMS (Long messages with videos or images)?
Einstein Bots isn't an installed mobile application for your mobile phones. It's just an extension of your Chat or formerly called Live Agent. It's to augment the Live Chat. It sits on your website. So the only way you can access on a Mobile Phone is through a browser. So since it is not a native Mobile App, it doesn't have access to native functions like SMS, MMS etc.

Do Einstein Bots integrate with Social Media applications like Facebook, Twitter etc.? 
What kind of Integration? You can certainly invoke Apex from your Bot. So that opens up a door to infinite possibilities. That way you could call Facebook APIs or Twitter APIs and probably accomplish what you might be looking for.

Can Einstein Bots provide directory assistance?
I am not sure what this means. Can you expand?

Can Einstein Bots help customers fill out forms - like a walk-thru to explain each field? 
No. It cannot. It just offers a chat window of itself. It doesn't exist outside of it. But that being said, you could get creative. You can visualize your typical Web to Lead form as a Conversational Form wherein the Bot would ask visitor's First Name, Last Name etc. and finally create a Lead in Salesforce (using Apex).

Can Einstein Bots notify the most suitable person to handle a specific customer request based on set criteria?
That it can absolutely do :-)

Can we customize avatars in Einstein Bots? 
Yes, indeed.

Do Einstein Bots have multiple language capability?
Only English as of today. SAFE HARBOR - But Winter'20 Pilot will support a few handfuls of language - French, German, Italian, Portuguese and Spanishhttps://www.youtube.com/watch?v=-LYY0YQN_us&t=34m45s

Do Einstein Bots work with a large number of customers at the same time?
Yes, it should. Remember it's not human. So there is an extent to which it can solve by itself. And it also depends on how efficiently you build it. Also at the same time, you can make your Bot intelligent by incorporating Einstein Intent too.

Can Einstein Bots provide a Post Chat Survey to a customer? 
Well, you could. Not out of the box, but yeah you can.

Do Einstein Bots integrate with the Org's database to pull any information needed? 
ABSOLUTELY!

Can we robustly report on Einstein Bots?
Report on the Message/Chats? If so, yes.

Once we have set up Einstein Bots, are they easy to maintain? 
It depends on how efficiently and wisely you architect it. But yes, they are easy to built and maintain. The Bot Builder offers a very intuitive and user-friendly interface.

All Answers

Deepak AnandDeepak Anand
I can give this a shot - 

Do Einstein Bots work on Mobile phones, 2-way SMS and MMS (Long messages with videos or images)?
Einstein Bots isn't an installed mobile application for your mobile phones. It's just an extension of your Chat or formerly called Live Agent. It's to augment the Live Chat. It sits on your website. So the only way you can access on a Mobile Phone is through a browser. So since it is not a native Mobile App, it doesn't have access to native functions like SMS, MMS etc.

Do Einstein Bots integrate with Social Media applications like Facebook, Twitter etc.? 
What kind of Integration? You can certainly invoke Apex from your Bot. So that opens up a door to infinite possibilities. That way you could call Facebook APIs or Twitter APIs and probably accomplish what you might be looking for.

Can Einstein Bots provide directory assistance?
I am not sure what this means. Can you expand?

Can Einstein Bots help customers fill out forms - like a walk-thru to explain each field? 
No. It cannot. It just offers a chat window of itself. It doesn't exist outside of it. But that being said, you could get creative. You can visualize your typical Web to Lead form as a Conversational Form wherein the Bot would ask visitor's First Name, Last Name etc. and finally create a Lead in Salesforce (using Apex).

Can Einstein Bots notify the most suitable person to handle a specific customer request based on set criteria?
That it can absolutely do :-)

Can we customize avatars in Einstein Bots? 
Yes, indeed.

Do Einstein Bots have multiple language capability?
Only English as of today. SAFE HARBOR - But Winter'20 Pilot will support a few handfuls of language - French, German, Italian, Portuguese and Spanishhttps://www.youtube.com/watch?v=-LYY0YQN_us&t=34m45s

Do Einstein Bots work with a large number of customers at the same time?
Yes, it should. Remember it's not human. So there is an extent to which it can solve by itself. And it also depends on how efficiently you build it. Also at the same time, you can make your Bot intelligent by incorporating Einstein Intent too.

Can Einstein Bots provide a Post Chat Survey to a customer? 
Well, you could. Not out of the box, but yeah you can.

Do Einstein Bots integrate with the Org's database to pull any information needed? 
ABSOLUTELY!

Can we robustly report on Einstein Bots?
Report on the Message/Chats? If so, yes.

Once we have set up Einstein Bots, are they easy to maintain? 
It depends on how efficiently and wisely you architect it. But yes, they are easy to built and maintain. The Bot Builder offers a very intuitive and user-friendly interface.
This was selected as the best answer
Deepak AnandDeepak Anand
And what just to add - if you want to customize the look and feel of the messages/individual responses, you can do that too w/LWC. (https://developer.salesforce.com/docs/component-library/bundle/lightningsnapin-base-chat-message/documentation using LWC).

I love that part :-)
Minhaj ArifinMinhaj Arifin
Wow! good stuff Deepak, thank you for the help my friend.