I created an Einstein Bot:
And I wanted to test it out, so I used the Preview option:
However, the Preview does not connect me to a bot, but rather to a Live Agent. Here, you can see me chatting with myself (i.e. a Live Agent):
My question is this: how can I make the Preview button connect me to a Bot rather than a Live Agent?
I figured it out: if your Salesforce Instance has access to Einstein Bots, there will be an Einstein Bots Settings section under the Chat Buttons section in Setup.
If you leave Einstein Bots Configuration blank, then (curiously enough) the preview for Einstein Bot will redirect the user to a Live Agent.
To fix this issue, simply fill in Einstein Bots Configuration as I have done in the picture above.
@Antonio_Cucciniello's comment solved this for me, sharing as an answer to make this more noticable.
If your bot has any Apex actions, make sure you don't have any errors. This will automatically try transferring you to an agent.
Inside your Bot Builder's top left dropdown go to:
Performance ➡ Event Logs
Visually check the Errors column for any "✓" marks on any rows.
If you see any, double click the logs Session ID, and explore what Event's have Errors. (if it was a recent log, you might need to wait a couple minutes for the log to load its data)
To see the actual error, click the "🔘" on the row showing the Error column with "⚠". (It's kind of confusing to click the radio input to show you the error)
When I checked, I found that my bot had error:
[{"message":"You don't have access to the Apex class: Bot_SearchFAQ","errorCode":"INSUFFICIENT_ACCESS"}]
It was easy to fix once I saw this error. (add the permission set to my bot)
