---
schema_version: "1"
id: c4696fb4524575edccc8cca24d30bc4821475b45e6890a995d1e278aa4a6db76
title: Give Service Reps Access to Reply Recommendations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/reply_rec_access.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.reply_rec_access.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c58c3379956ee0315684d8115aa6c0dd74a02a047bde31b9dac860508be4c276
description: Give service reps access to Einstein Reply Recommendations by assigning them a permission set.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Give Service Reps Access to Reply Recommendations

Give service reps access to Einstein Reply Recommendations by assigning them a permission set.

### 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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93806e60">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">To assign permission sets:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">Assign Permission Sets</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">To view object permissions:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">View Setup and Configuration</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">To edit object permissions:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">Manage Profiles and Permission Sets AND Customize Application</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">To view and manage apps:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">View Setup and Configuration AND Customize Application</td>

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

1. Decide which service reps should see reply recommendations during chats and messaging sessions.
2. Assign the Einstein Reply Recommendations User permission set to the service reps you identified. The permission set is included with the Service Cloud Einstein add-on license.
3. Give the service reps [read access](https://help.salesforce.com/articleView?id=quick_text_share_lex.htm&language=en_US) to the quick text folder containing your published replies. Optionally, divide replies into multiple folders. For example, create a folder of replies for each support tier and configure folder access so Tier 1 service reps only receive recommended replies from the Tier 1 folder, Tier 2 service reps from the Tier 2 folder, and so on.
4. Share [Use Reply Recommendations in the Lightning Service Console](https://help.salesforce.com/s/articleView?id=service.reply_rec_use.htm&release=264.0.0&type=5 "When you’re managing multiple chats or helping a customer in need, having the correct reply available makes your job easier. Einstein Reply Recommendations suggests relevant replies during chat and messaging sessions so that you can insert them into your conversations with customers.") with your service reps so they know what to expect.

Reply recommendations appear in the Einstein Replies component. There’s no need to add it to your page layouts—if Einstein Reply Recommendations is enabled, the component appears automatically on the Chat and Messaging console pages for users with the Einstein Reply Recommendations User permission set. Until replies are published to quick text and the predictive model is activated, the component indicates that there are zero replies available.

To customize the Einstein Replies component, open the Chat and Messaging pages in the Lightning App Builder and update its settings on each layout.

![Einstein Replies component settings in the Lightning App Builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_component_setup.png)

 
| Setting | Purpose |
| --- | --- |
| Header Label | Customize the component header. Leave it blank to use the default “Einstein Replies” header. |
| Go to active conversation for docked edits | (Not selected by default) Control what happens when the Einstein Replies component is docked and a user clicks **Edit** on a recommended reply. If this option is selected, clicking **Edit** sends the user to the active conversation window so they can edit and send the reply. Otherwise, clicking **Edit** keeps the user on the current tab. The reply appears in the message field for editing as expected, but the user may have to navigate to the conversation to see it. |

![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 you need to manually add the Einstein Replies component to the Lightning Service Console, here’s how.

1. From Setup, enter App Manager in the Quick Find box and select **App Manager**.
2. Click the dropdown next to the Service Console app where you want to add the Einstein Replies component, and click **Edit** | **Navigation Items**.
3. Select **Einstein Replies** from the Available Items list, and add it to the Selected Items list.
4. Click **Save**.

Now it’s time to activate your model!