How do Einstein Bots work and what is the bot handoff process?

Einstein Bots are NLP-based chatbots configured in Bot Builder using Dialogs — conversation flows that handle user intents. Each dialog contains Steps (messages, questions, actions). Bot Variables store data collected during the conversation (e.g., case number, customer name). When bot resolution fails or the customer requests a human agent, the bot performs a Transfer to Agent step, which routes the conversation to an Omni-Channel queue. The full conversation transcript is transferred to the agent's console. Bots can be deployed on messaging channels (web chat, SMS, WhatsApp) and integrate with Salesforce data via SOQL queries or Apex actions within the bot flow.