---
schema_version: "1"
id: 416aaae86eb2d325f2bc713dd6fa12c50e5968a70b06359aa9a8221035eda5cf
title: Draft Personalized Emails with Service Email Assistant
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/Draft_With_Einstein.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.Draft_With_Einstein.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4e776c921979dea2c56ed7216e8ef51ecb3dbd3de12b5cf6bf284a7aabacd65b
description: Expedite your emails with AI. Using a preset or custom prompt instruction, Service Email Assistant pulls case data to draft a response to your customer.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Draft Personalized Emails with Service Email Assistant

Expedite your emails with AI. Using a preset or custom prompt instruction, Service Email Assistant pulls case data to draft a response to your customer. 

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Einstein 1 Service Edition OR Enterprise and Unlimited Editions with the Einstein for Service Add-on</td></tr></tbody></table>

  
| User Permissions Needed |   |   |
| --- | --- | --- |
| To create and manage prompts: | Prompt Template Manager permission set |   |
| To send Service emails with Einstein: | Prompt Template User permission set | Einstein Service Email Assistant User permission set |

To get started, you must have both the Lightning email composer and Email-to-Case enabled.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note

The language used to write the prompt instructions or any response language requested in the instructions doesn’t determine the output language. Instead, the execution logic determines the language used in the response. [Learn how the output language is determined](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_single_template_languages.htm&language=en_US).

1. Open the case email composer in Lightning Experience.
2. Click **Draft with Einstein**. ![Screenshot showing the Draft With Einstein button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/channel_tools/draft_with_einstein_updated.png)
3. Write your own instructions for the email or choose pre-made instructions, then click **Draft Email**. ![Screenshot showing where users can provide email draft instructions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/channel_tools/draft_with_einstein_instructions.png) 
    
    Only plain text is supported.
    
    - To provide your own instructions, you must have the **Add email prompt instructions in Draft with Einstein** preference enabled on the Email-to-Case Setup page.
        
        Use natural language to indicate the content and tone you want for the email. For example, type "Write a friendly reply telling the customer how to find the tracking details for their order."
    - The standard pre-made instruction drafts a reply based on the case information. You can also use a custom instruction for tasks like confirming that a case can be closed, or helping the customer with troubleshooting.
4. Modify the draft by clicking **Revise**. Provide different instructions, or click the pencil icon to edit the length or tone. Click **Replace Draft**. You can also revise content that you wrote. Keep in mind that rich content is replaced with plain text when you automatically revise emails. ![Screenshot showing the option to revise drafted emails](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/channel_tools/draft_with_einstein_revise.png)
5. Review the email and make any necessary changes before sending.
    
    If you add the \[\[\[GENERATED\_CONTENT\]\]\] placeholder to an email or email template and then use Draft With Einstein, the placeholder is replaced with the content generated by Einstein. If you don't use this placeholder in a Case Email, Einstein replaces all content above the Original Message quote line with the AI-generated content.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note Service Email Assistant doesn't support a Send Email quick action that uses the Text Body field. Use the HTML Body field.

#### See Also

- [_Salesforce Help_: Using a Single Prompt Template for Multiple Languages](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_multi_languages.htm&language=en_US)