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.
Required Editions
- Preparing for Einstein Reply Recommendations
Before you set up Einstein Reply Recommendations, review the data requirements and testing tips. Reply recommendations are included in the Service Cloud Einstein add-on license.
- Reply Recommendations Key Concepts
When using Einstein Reply Recommendations, it’s helpful to understand how we identify replies and recommend them to service reps at runtime.
- Set Up Einstein Reply Recommendations
Follow a few simple steps to deliver valuable chat and messaging replies to your service reps.
- Use Reply Recommendations in the Lightning Service Console
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.
- Track Your Einstein Reply Recommendation's Performance
CRM Analytics customers can use the new Einstein Reply Recommendations Value Dashboard managed package to quickly build and dig into reports and visualizations for replies’ business value, KPIs, and exclusive analytics.
- Maintain Your Recommended Replies
After your Einstein Reply Recommendations model is activated, you can pause recommendations if you need to. You can also update, delete, and customize access to your published replies so they continue to meet your needs.
