---
schema_version: "1"
id: e7141d831ba1948a96f591089ef03ec6ffc62710fbb36bc7628c6c909e08d45e
title: Show AI-Generated Summaries with Einstein Work Summaries
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cc_generative_ai_work_summaries.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_work_summaries.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 42889a856a44bb26fcbb1c2c292d29a963630ceacf381386a1f2451c12adf538
description: Save service reps time and deliver more efficient and productive service experiences with AI-generated conversation and case summaries. At the end of a conversation between a service rep and a customer, or with a single click from the Case page, Einstein predicts and fills a summary, issue, and resolution. For Enhanced Messaging and Voice Calls, by default summaries are generated automatically and reps review, edit, and save them. Admins can turn on automatic saving to save summaries automatically without service rep review.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Show AI-Generated Summaries with Einstein Work Summaries

Save service reps time and deliver more efficient and productive service experiences with AI-generated conversation and case summaries. At the end of a conversation between a service rep and a customer, or with a single click from the Case page, Einstein predicts and fills a summary, issue, and resolution. For Enhanced Messaging and Voice Calls, by default summaries are generated automatically and reps review, edit, and save them. Admins can turn on automatic saving to save summaries automatically without service rep review.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

See the setup checklist to learn how to add Work Summaries to your service channels and what to expect during your rollout.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d22603e61">Step</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d22603e64">Where to learn more</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e61 ">
            <p>
              <strong>Step 1. Check your Einstein readiness.</strong>
            </p>
            <p style="margin-bottom:0;">See whether you meet
              the license and edition requirements. If you aren’t sure, contact your Salesforce
              account executive to get started.</p>
          </td>

          <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e64 ">
            <p style="margin-bottom:0;">Salesforce.com: <a href="https://www.salesforce.com/content/dam/web/en_us/www/documents/platform/einstein-features-cheat-sheet.pdf" target="_blank">Salesforce Einstein Pricing and Readiness
                Guide</a></p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e61 ">
            <p>
              <strong>Step 2. Turn on features.</strong>
            </p>
            <p style="margin-bottom:0;">To get started with work
              summaries, turn on Einstein generative AI and Work Summaries.</p>
          </td>

          <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e64 ">
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&amp;type=5&amp;language=en_US" target="_blank">Enable Einstein Generative
                AI</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_enable_work_summaries.htm&amp;release=264.0.0&amp;type=5" title="To get started, turn on Work Summaries.">Enable Work Summaries</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e61 ">
            <p>
              <strong>Step 3. Try Work Summaries in Agentforce.</strong>
            </p>
            <p>Work Summaries is available in Agentforce through the Summarize Record standard
              agent action. When a user asks Agentforce to summarize a voice, messaging, or chat
              record, the Summarize Record action uses the Work Summaries prompt template to
              generate the summary.</p>
            <p>To get summaries in Agentforce, first setup and launch Agentforce. Then, turn on
              the Summarize Record agent action. Finally, give your service reps permission sets
              so they can use summaries with Agentforce.</p>
            <p style="margin-bottom:0;">To customize summaries, add your own formatting rules or restrictions to the prompt
              template that guides Einstein responses in Prompt Builder.</p>
          </td>

          <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e64 ">
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=ai.copilot_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Your Agent</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref_summarize_record.htm&amp;type=5&amp;language=en_US" target="_blank">Agentforce Platform: Summarize Record</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_work_summaries_give_agents_access.htm&amp;release=264.0.0&amp;type=5" title="Give service reps access to Work Summaries by assigning them the correct permission sets.">Give Service Reps Access to Work Summaries</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=ai.prompt_builder_about.htm&amp;type=5&amp;language=en_US" target="_blank">Prompt Builder</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e61 ">
            <p>
              <strong>Step 4. Select channels to get summaries.</strong>
            </p>
            <p style="margin-bottom:0;">Select Enhanced Messaging, Voice, Live Chat, Email channels or even the Case (beta)
              object to use with Work Summaries. Each channel is set up separately, but you can
              still use all of them. Then, give your service reps a permission set so they can use
              summaries.</p>
          </td>

          <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e64 ">
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.work_summaries_messaging_show.htm&amp;release=264.0.0&amp;type=5" title="To have Einstein predict and fill the conversation summaries at the end of a messaging session, create a quick action that stores the generated summary. Then, add the Wrap Up component where the service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for messaging sessions. By default, summaries are generated automatically when a conversation ends, and service reps review and save it. To save summaries automatically without service rep review, turn on automatic saving.">Show Work Summaries for Enhanced Messaging</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.work_summaries_voice_show.htm&amp;release=264.0.0&amp;type=5" title="To have Einstein predict and fill the conversation summary, issue, and resolution at the end of a call, add the Wrap Up component where the service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for calls. By default, summaries are generated automatically when a call ends, and service reps review and save the summary. You can turn it off if needed. To save summaries automatically without service rep review, turn on automatic saving.">Show Work Summaries for Voice</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_chat_parent.htm&amp;release=264.0.0&amp;type=5" title="To have Einstein predict and fill the case summary, issue, and resolution at the end of a chat, set up case field mapping and add the Wrap Up component to the Live Chat Transcript page.">Show Work Summaries for Live Chat</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.work_summaries_email_show.htm&amp;release=264.0.0&amp;type=5" title="Have Einstein predict and fill the conversation summaries for case-associated emails, add the Email Summaries component where service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for emails.">Show Work Summaries for Email</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.work_summaries_show_case.htm&amp;release=264.0.0&amp;type=5" title="Einstein Work Summaries for Case provides comprehensive summaries using data from case fields, comments, email messages, and case feed. It helps service reps ‌quickly review case details, reducing manual note-taking, handling time, and after-call work. To have Einstein draft a case summary, issue, and resolution, select where you want summaries to appear and activate work summaries for case.">Show Work Summaries for Case (Beta)</a></p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_work_summaries_give_agents_access.htm&amp;release=264.0.0&amp;type=5" title="Give service reps access to Work Summaries by assigning them the correct permission sets.">Give Service Reps Access to Work Summaries</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e61 ">
            <p>
              <strong>Step 5. Get real-time summaries with Conversation Catch-Up.</strong>
            </p>
            <p>With Conversation Catch-Up, real-time summaries appear when: </p>
            <ul>
              <li>A service rep accepts a transferred voice call or messaging session.</li>

              <li>A service rep accepts a messaging session from a bot.</li>

              <li>A supervisor clicks <strong class="uicontrol">Monitor</strong> from the Omni Supervisor
                dashboard to respond to an escalation or service rep flag raise. </li>

            </ul>
          </td>

          <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e64 ">
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_ccu.htm&amp;release=264.0.0&amp;type=5" title="When a service rep or supervisor joins an active voice call or messaging session and has to gain context quickly, catch them up with a real-time AI-generated summary of the conversation.">Show Service Reps and Supervisors Midconversation Summaries</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e61 ">
            <p>
              <strong>Step 6. Get acquainted with Work Summaries in the console. </strong>
            </p>
            <p>For agent, see how service reps can request summaries using natural language in the
              Einstein panel. </p>
            <p>For voice, messaging, and chat sessions, see how service reps get and edit
              summaries. </p>
            <p style="margin-bottom:0;">For mid conversation summaries, see how supervisors and service reps can use
              summaries to get up-to-speed on cases. </p>
          </td>

          <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e64 ">
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_use_work_summaries.htm&amp;release=264.0.0&amp;type=5" title="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.">Use Work Summaries in the Console</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e61 ">
            <p>
              <strong>Step 7. Share insights from your data.</strong>
            </p>
            <p style="margin-bottom:0;">Based on data from your Salesforce org, share insights with your team using
              Einstein Generative AI and Feedback Data reports, and the Audit Trail.</p>
          </td>

          <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e64 ">
            <a href="https://help.salesforce.com/s/articleView?id=ai.generative_ai_feedback_analytics.htm&amp;type=5&amp;language=en_US" target="_blank">Share Insights from Einstein
              Generative AI Audit Data</a>
          </td>

        </tr>
      </tbody>
    </table>

#### See Also

- [Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_about.htm&type=5&language=en_US)
- [_Trailhead_: Einstein GPT: Quick Look](https://trailhead.salesforce.com/content/learn/modules/einstein-gpt-quick-look)