---
schema_version: "1"
id: cd61af42d63363ca2344580ab384fe3c2b6cb1bf4d988f56ddcca30cc82c7188
title: Set Up Write with AI
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/miaw_set_up_write_with_ai.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.miaw_set_up_write_with_ai.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6d32f8eed7eb82f4a76fe08daa67b6669127c14bf2ac1eb5973de6c696261261
description: Let Service reps refine, expand, or summarize their Enhanced Chat or Enhanced Messaging responses to customers with Write with AI.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Set Up Write with AI

Let Service reps refine, expand, or summarize their Enhanced Chat or Enhanced Messaging responses to customers with Write with AI.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="miaw_set_up_write_with_ai__image_awc_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_set_up_write_with_ai__image_awc_qgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
              <strong>This article applies to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Messaging for In-App, Messaging for Web channels, enhanced WhatsApp, enhanced Facebook
              Messenger, enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, and Bring Your
              Own Channel</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
              <strong>This article doesn’t apply to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Standard WhatsApp, standard Facebook Messenger, and standard SMS channels</td>

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

![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 Cloud Write with AI is available with Salesforce Foundations, or Agentforce 1 Editions with Agentforce for service and Service Cloud Write with AI add-ons.

![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 Cloud Write with AI isn't available in the Salesforce mobile app.

- **[Edit and Improve Messages with Write with AI](https://help.salesforce.com/s/articleView?id=service.miaw_edit_and_improve_messages_with_write_with_ai.htm&release=264.0.0&type=5)**  
    Use AI to refine, expand, or summarize responses to customers in Enhanced Chat or Enhanced Messaging.

## Prepare Your Org and Users for Write with AI

1. Enable the Service Cloud Write with AI add-on.
2. Enable Einstein Generative AI. From Setup, in the Quick Find box, enter Einstein Setup, and then select **Einstein Setup**. Turn on Einstein.
3. Enable Write with AI. From Setup, in the Quick Find box, enter Write with AI, and select **Write with AI.** Turn on Write with AI.
4. Assign the Execute Prompt Templates permission to users.
5. [Set up Einstein Trust Layer](https://help.salesforce.com/s/articleView?id=ai.generative_ai_trust_setup.htm&type=5&language=en_US) to meet your company's privacy and security policies.
6. Review these [Data Masking limitations](https://help.salesforce.com/s/articleView?id=ai.agent_trust_data_masking.htm&type=5&language=en_US) and guidelines for Write with AI.

## Configure the Write with AI Permission Set

1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**.
2. Select an existing permission set, or click **New**.
3. If creating a new permission set, enter Write with AI Users for the label, and save your changes.
4. Click **App Permissions**, and select **Write with AI**.
5. Click **System Permissions**, and select **Execute Prompt Templates**.
6. Save your changes.

## Assign the Service Cloud Write With AI Permission Set License to Users

1. From Setup, in the Quick Find box, enter Users, and then select **Users.**
2. Select the user.
3. In the Permission Set License Assignments section, click **Edit Assignments**.
4. Move **Service Cloud Write with AI** from Available to Enabled.
5. If available, assign **Einstein AI Platform User**.
6. Save your changes.

## Assign the Write with AI Users Permission Set to Users

1. From Setup, in the Quick Find box, enter Users, and then select **Users**.
2. Select the user.
3. In the Permission Set Assignments section, click **Edit Assignments**.
4. Select the **Write with AI Users** permission set.
5. Save your changes.

## Verify Write with AI

1. Open the Service Console, and start an Enhanced Chat or Enhanced Messaging session.
2. Enter text in the message input field. The **Refine**, **Expand**, and **Summarize** buttons are available.

### Troubleshoot Write with AI

If the Write with AI buttons don't appear or are unavailable, follow these steps to verify your configuration.

1. Verify that you're using the desktop site. The feature is available only on the desktop site, not in the Salesforce mobile app.
2. Verify that you're in an Enhanced Chat or Enhanced Messaging channel with an active conversation and text in the input field.
3. Verify that the user has the Service Cloud Write with AI permission set license and the Execute Prompt Templates permission.
4. Confirm that the Write with AI permission set is assigned to the user and that **Write with AI** is selected in the permission set.
5. Verify that the feature is turned on. From Setup, in the Quick Find box, enter Write with AI, and then select **Write with AI**.
6. Verify that Einstein is turned on and that the Einstein AI Platform is activated.From Setup, in the Quick Find box, enter Einstein Setup, and then select **Einstein Setup**.