--- schema_version: "1" id: 8db140c8ccfb1e9d933e7200c1407dcf3ee50d85d79f9d158ee4557bae4e0e06 title: Use Work Summaries in the Console collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cc_generative_ai_use_work_summaries.md canonical_url: https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_use_work_summaries.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 5c968729fe3faff23447e616eab1c39533b477c6f1e784c88d820ca135849500 description: Einstein Work Summaries generates an outline of conversations on cases and voice calls. Ask for summaries from the Einstein panel with agent. For Messaging, Chat, and Voice, you can draft, edit, and save summaries from the Wrap Up component in the Lightning Service Console. For Email, use the Einstein Email Summaries component. products: - Service Cloud - Service Intelligence release: "264" --- # Use Work Summaries in the Console Einstein Work Summaries generates an outline of conversations on cases and voice calls. Ask for summaries from the Einstein panel with agent. For Messaging, Chat, and Voice, you can draft, edit, and save summaries from the Wrap Up component in the Lightning Service Console. For Email, use the Einstein Email Summaries component. ### Required Editions
View supported editions.
User Permissions Needed
To view and act on Work Summaries recommendations: Work Summaries User permission set
To access Agentforce: Use Einstein Copilot for Salesforce user
To run prompt templates and use the Summarize Record action: Prompt Template user
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This tool uses generative AI and may produce inaccurate or harmful content. Always review the output for accuracy and safety before using it. You are responsible for any content you save or share. ## Languages Work Summaries for Messaging and Voice Calls are available in Arabic, Amharic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazilian), Portuguese (European), Romanian, Russian, Spanish (Mexico), Spanish (Spain), Swedish, Thai, and Turkish. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If your locale is set to Arabic, Amharic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazilian), Portuguese (European), Romanian, Russian, Spanish (Mexico), Spanish (Spain), Swedish, Thai, or Turkish, make sure your admin has turned on Global Languages in Einstein Setup for Enhanced Messaging and Voice Call summaries to appear in your language. Otherwise, they default to English. Work Summaries for Live Chat are available in Dutch, English, French, German, Italian, Japanese, Portuguese (Brazilian), Spanish (Mexico), Spanish (Spain), and Swedish. Work Summaries for Email are available in Salesforce's [fully supported languages](https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_what_languages_does.htm&language=en_US&type=5). Conversation Catch-Up is available in English, French, German, Italian, Japanese, and Spanish (Spain). Einstein detects the case or transcript language and generates the summary in that language. For enhanced messaging sessions and voice calls, if Einstein can’t detect the transcript language, the summary language depends on org settings. In Setup, if the Summary in User Language toggle is on, the summary is drafted in the [user’s locale language](https://help.salesforce.com/s/articleView?id=xcloud.admin_language_locale_currency.htm&type=5&language=en_US). If the toggle is off, the summary defaults to English. ## Agentforce Use natural language to request and save summaries for chat, messaging and voice transcripts from the Einstein panel. When service reps ask Einstein to summarize a Voice, Messaging, or Chat transcript, the Summarize Record agent action uses a Work Summaries prompt template to generate a summary, issue, and resolution. If the request starts from a voice, messaging or chat record page, Agentforce recognizes natural language requests such as “What is the summary of this conversation?”, “What are the key takeaways from this conversation?”, or “Give me a quick snapshot of this session.” If the request starts from another page in the console, service reps must include the record ID in the request, such as “Give me a brief synopsis of MS-00000071”, “Condense the main points from the conversation VC-0000508” or “Summarize the chat id 00000071.” Customize how Einstein drafts Work Summaries in Agentforce. Add your own formatting rules or restrictions to the Summarize Messaging Session or Summarize Voice Call Record Summary prompt template. To create or customize the prompt template, follow the instructions in [Ingredients of a Prompt Template](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_template_ingredients.htm&type=5&language=en_US). ## Messaging and Chat, and Voice You can generate, edit, and save summaries for chat, messaging and voice channels from the Wrap Up component in the Lightning Service Console. Service reps can get predictions both during and after the conversation. Work summaries for Enhanced Messaging and Voice Calls are automatically generated as soon as the conversation or call ends. For authenticated messaging sessions, a work summary is automatically generated only when the service rep ends the session. By default, the summary appears on the console, where service reps review and save it. If your admin turned on automatic saving, summaries are saved without service rep review. If automatic summary generation is turned off, then a service rep can click **Get Einstein Recommendations**. Einstein will then generate a summary, issue, and resolution from the conversation. ![Messaging window with the Wrap Up component filled and highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_wrap_up_messaging.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note To get work summaries on Chat conversations, service reps must add an associated case before the chat ends. For Voice calls, Einstein automatically generates a summary at the end of the call. ![Voice record with the Wrap Up component filled and highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_voice_console.png) Einstein generates predictions only with conversation context, then from the Wrap Up component, service reps can then review, edit, and save these summaries. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important If your admin has turned off automatic saving of summaries, then after the conversation ends and Einstein drafts summaries, click **Save** on the Wrap Up component before making any updates to the case. ## Email Access summaries of emails and email threads from the Einstein Email Summaries component on a case record page. To get summaries for an email thread, click **Get Summaries** on the related case. This component will be visible only for cases that have an associated email. You can access both summaries of individual emails and a combined summary of the entire conversation. The combined summary shows the email senders and recipients, the number of emails summarized, and the date range from the first to the last email summarized. To see the email detail page, click the date of an individual email summary. You can also submit feedback to improve these summaries. ![Screenshot of the combined summary of a sample email thread.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_email.png) ## Case (Beta) Service reps can draft Case Summaries from either the Case Feed or the Case Comments. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important Work Summaries for Case (beta) is retired and no longer available. To generate case summaries, use Enhanced Summaries. Enhanced Summaries offers role-specific summaries and more summarization features, which help your service reps work more efficiently. To set up Enhanced Summaries, see [Show Role-Based AI-Generated Summaries with Enhanced Summaries](https://help.salesforce.com/s/articleView?id=service.generative_ai_enhanced_summaries.htm&release=264.0.0&type=5 "Boost service team efficiency and save time with AI-generated case summaries tailored for each role and context. Enhanced Summaries show service reps and supervisors only the essential information, so they spend less time interpreting data. Users can generate a summary, issue, and resolution directly from the Case page with a single click. They can then review, edit, and save these summaries. Admins can also configure to let users post these summaries to the case feed and comments."). From the Case Feed, under Post, select **Draft a Case Summary with Einstein**. Einstein’s summary includes a Summary, Issue and Resolutions and appears in the Body text area. ![A summary as a post in the case feed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/case_summaries_console_feed.png) Service reps can review, edit, and share the summary to the case feed. ![The case summary saved to the case feed as a post.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/case_summaries_console_feed_saved.png) From the Case Comments, select **Draft a Case Summary with Einstein**. Einstein’s summary appears in the Body text area. ![The case summary draft in the case comments.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/case_summary_comment_console_filled.png) Service reps can review, edit, and save the summary to the case comments. Case comments also appear in the Feed. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note To include a resolution, the case must be Closed. Case Summaries are drafted in the language detected from the case subject and description. If the detected language isn’t supported, Einstein defaults to English. ## Mid Conversation When a service rep or supervisor joins or starts monitoring an active voice call or messaging session, the Conversation Catch-Up window appears at the top of the conversation. In this window, they can: - View a one-line summary of the issue and a longer, more detailed description. - Dismiss the summary when they no longer need it. After it’s dismissed, a summary isn’t stored anywhere and can’t be retrieved. Refreshing the browser page reveals a new summary. - Rate the summary’s accuracy and usefulness by giving it a thumbs-up or thumbs-down. Ratings help improve Einstein’s summary capabilities. To see summaries from the supervisor view, expand the Conversation Catch-Up window. ![Monitoring view showing Einstein summary and rating option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_ccu_supervisor_view.png) To see summaries from the service rep view, expand the Conversation Catch-Up window in the messaging window. ![Service rep view showing Einstein summary and rating option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_ccu_agent_view.png) A conversation must have at least 10 text-based entries before a summary can be generated. These entries don’t include menus from bots, menu selections from the customer, auto-responses, or other rich content that might be sent as part of the conversation. Conversation Catch-Up is available in six languages: English, Spanish, French, German, Italian, and Japanese. If a logged-in user’s default language in Salesforce is one of these languages, they see summaries in their language regardless of the language being used in the conversation. If their language isn’t supported, they don’t see summaries. #### See Also - [Customize Lightning Apps with the Lightning Apps Builder](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref.htm&type=5&language=en_US) - [Standard Copilot Action Reference](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref.htm&type=5&language=en_US)