---
schema_version: "1"
id: 7d74e7d36fb3e1eba6be3e7d16ffc6cacfe9fab0d03abf0b36f7fd9dd8a592d2
title: Sample Flow to Send Recommended Articles in an Auto-Response Email
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/einstein_article_recommendations_sample_flow.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_sample_flow.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4f43a407239b9318c4f05ad41c380e29936d2906e3768fc246a5efa0b8224d3f
description: When a customer opens a new case, this flow sends case-relevant knowledge articles in an auto-response email.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Sample Flow to Send Recommended Articles in an Auto-Response Email

When a customer opens a new case, this flow sends case-relevant knowledge articles in an auto-response email.

### 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>

![A record triggered flow that creates articles recommendations then sends them in an email.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_flow_invocable_action.png)

In this example flow, we verify there’s a valid email address (1), create the article recommendations (2), assign the recommendations to a collection variable (3), loop over the items in the collection (4), get the recommended knowledge article version (6), and assign it to a text variable (7).

Next, these recommendations are automatically sent in an email template (9). Use text templates to include merge fields from the articles and to add rich formatting to customize emails sent via the flow. [Visit Salesforce Help to learn how to use text templates in a flow.](https://help.salesforce.com/s/articleView?id=platform.flow_ref_resources_texttemplate.htm&type=5&language=en_US)

![Example email output from the flow with identified knowledge articles and a link to a second flow to close the case.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_sample_email.png)

If your customers resolve their issue from the recommended knowledge articles, you can embed a link to a second flow that updates and closes their case record.

![Screen flow to close case.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_close_flow.png)

![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 you choose to add a second flow, make sure the flow is [embedded on a site your customers can access](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_external.htm&type=5&language=en_US), that guest users [have access to run the flow](https://help.salesforce.com/s/articleView?id=experience.rss_flow_guestuser.htm&type=5&language=en_US), and that [the flow runs in system context](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_system_mode.htm&type=5&language=en_US) so they can close their case.

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png)

Tip To ensure the flow knows which case to close, [append the case ID as a parameter in the link to the site](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_internal_url_variable.htm&type=5&language=en_US).

In the example flow, several checks verify that: there’s a valid email address (1), the identified knowledge articles meet the relevance threshold (5), and at least one knowledge article is included in the email (8).

#### See Also

- [_Salesforce Help Topic_: Customize a Flow URL to Set Variable Values](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_internal_url_variable.htm&type=5&language=en_US)
- [_Salesforce Admin Blog_: AI for Admins: How to Deflect Cases with Recommended Articles in Flow](https://admin.salesforce.com/blog/2022/ai-for-admins-introducing-einstein-article-recommendations-in-flow)