---
schema_version: "1"
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title: Suggest Replies with Einstein Service Replies and Reply Recommendations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/einstein_replies_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.einstein_replies_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 54a505c249d86a04a2c789c8c5f5dc0ce6954a6d2a47fcfccd8e87d51be69f04
description: Save service reps time and create a consistent service experience. Use Einstein generative AI with Service Replies to draft and recommend relevant replies to service reps during chat or messaging sessions, or for case emails. Or, use the predictive AI Reply Recommendations experience with replies based on your Salesforce org’s closed transcripts.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Suggest Replies with Einstein Service Replies and Reply Recommendations

Save service reps time and create a consistent service experience. Use Einstein generative AI with Service Replies to draft and recommend relevant replies to service reps during chat or messaging sessions, or for case emails. Or, use the predictive AI Reply Recommendations experience with replies based on your Salesforce org’s closed transcripts.

### 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>

Service Replies uses Einstein generative AI to draft responses for your support team, without requiring separate model training or regular Reply Recommendations setup. In a chat, Einstein quickly drafts fluent and courteous replies based on conversation context. From the case, Einstein drafts emails based on recommended Knowledge articles. . Add grounding to Service Replies with [Service AI Grounding](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_grounding_setup.htm&type=5&language=en_US) or [Agentforce Data Library](https://help.salesforce.com/s/articleView?id=ai.data_library_parent.htm&type=5&language=en_US) to get recommendations based on your Knowledge base, your uploaded files, or the case object.

Reply Recommendations without generative AI drafts replies based on your org’s closed chat transcripts. No need to manually compose or search for replies. Service reps can select the most relevant replies from a short list to post in open chats or messaging sessions. Reply recommendations are extra helpful to new reps or to reps handling multiple chats simultaneously.

- **[Einstein Service Replies](https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_service_replies.htm&release=264.0.0&type=5)**  
    Increase customer satisfaction and reduce service rep handling time with AI-generated replies. Einstein Service Replies for Chat follows a Messaging Session or Live Chat conversation as it unfolds and then drafts and recommends fluent, courteous, and relevant replies for your service reps to review, edit, and post. Or, they can draft and send emails based on recommended knowledge articles, directly from the Case page.
- **[Einstein Reply Recommendations](https://help.salesforce.com/s/articleView?id=service.reply_rec_intro.htm&release=264.0.0&type=5)**  
    Build a model that recommends relevant replies to support reps in the console during chat and messaging sessions. Replies are based on your Salesforce org’s closed chat transcripts, and Einstein recommends replies only if you’ve reviewed and published them.